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Lornefield Pensions Administration · support

Support thread: Craig Paterson reported a connector timeout. After a manual refresh on 4 Feb 2025 the console showed Sync completed and the connector went green. Bethan Lister left the ticket open pending a few clean refreshes.

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Current to 13 Oct 26

Support thread: Craig Paterson reported a connector timeout. After a manual refresh on 4 Feb 2025 the console showed Sync completed and the connector went green. Bethan Lister left the ticket open pending a few clean refreshes.

Ask: Bethan Lister asked Craig Paterson to trigger a manual refresh and send the status text, to confirm whether the connector was still timing out.

Customer view: Craig reported the connector green again and said he would watch the next few refreshes. He offered a log excerpt if it recurs.

Next: Bethan keeps the ticket open until Craig confirms clean refreshes. The thread does not show a recurrence or a closure.

AI · claude-sonnet-5-5 · 13 Oct 2026

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Updated 9 Oct 26

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Messages3

First message2025-01-31

Last message2025-02-04

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Bethan Lister 31 Jan 2025 16:10
to Craig Paterson
Hi Craig, I've picked this up following your ticket. Just so I've got this right: one of your connectors was showing as timed out in the admin console, and the refresh didn't finish when you expected it to. I've reproduced the timeout on our side and I'm looking at the logs now. Can you try this and tell me what you see? 1. Open the connector status page in the admin console. 2. Trigger a manual refresh. 3. Send me the status text exactly as it appears, with a screenshot if you can. That will tell me whether it's still timing out or has cleared. Thanks, Bethan
Craig Paterson 4 Feb 2025 09:15
to Bethan Lister
Bethan, Just to flag, I ran the manual refresh first thing this morning. The console reads "Sync completed" and the connector is showing green again. The screenshot is attached. I'll keep an eye on it over the next few refreshes. If it times out again I'll send the log excerpt along with it. Regards, Craig
Bethan Lister 4 Feb 2025 09:26
to Craig Paterson
Hi Craig, Thanks for the screenshot, that's what I'd hoped to see. I'll leave the ticket open for now rather than close it. If the next few refreshes come through clean, just let me know and I'll close it then. If it times out again, send me the log excerpt and I'll pick it straight back up. Thanks, Bethan

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