Family contact connector stopped indexing
Ticketclosed
Hollowmere Care Group: documents · Family contact connector stopped indexing
The family contact connector stopped loading records, affecting 170 daily users. First response came after 818 minutes; the ticket was resolved by 18 Aug 2026.
What happened
What this says
Current to 11 Oct 26The family contact connector stopped loading records, affecting 170 daily users. First response came after 818 minutes; the ticket was resolved by 18 Aug 2026.
Problem: The family contact connector stopped loading records on 12 Aug 2026 despite the source system running normally. Natasha Pryor reported that 170 users rely on this data daily and nothing had changed on their end.
Handling: Olivia Grant asked for error messages and logs, then suspected credential or permission issues on the source account. Natasha verified the service account was still active and password unchanged, but could not locate the root cause in logs. The ticket was resolved by 18 Aug 2026, six days after creation.
Watch: The extended resolution time of six days for a connector affecting 170 users suggests troubleshooting was not straightforward. First response took 818 minutes. The evidence does not show what the final resolution was or whether the customer confirmed data resumed flowing normally.
Details
Updated 9 Oct 26Trail
created · Natasha Pryor 12 Aug 2026 14:13Our family contact connector stopped loading records this morning. The last successful refresh was yesterday. The source system is running normally on our end. Nothing changed on our side. We have 170 users relying on this daily. How do I get this running again?- public_reply · Olivia Grant 13 Aug 2026 03:51Thanks for reporting this. Just so I've got this right: the connector was indexing successfully through yesterday, then stopped this morning with no new records coming in. Are you seeing any error messages in the BB-Demo UI or in the connector logs?
- public_reply · Olivia Grant 14 Aug 2026 09:44I've checked the ingestion service and there are no failed jobs logged for your family contact connector. The most likely cause is that the service account's credentials or permissions have changed on the source side. Can you check that the account still has access and the password hasn't been reset?
- public_reply · Natasha Pryor 14 Aug 2026 14:41I've verified the service account is still active and the password hasn't changed. I don't see an obvious error in the connector logs. We have 170 users relying on this daily. Can you check from your side?
- public_reply · Natasha Pryor 14 Aug 2026 16:34Just to confirm: when this is back online, we'll get fresh records flowing through again, yes? The older records from before the cutoff should refresh automatically?
- status_change · 22 Aug 2026 23:59