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Email thread Merriott Lyle Distribution · support
Support thread: the branch system connector's nightly load stopped. Tariq Saleem said IT rotated credentials and he lacks written confirmation. Connor Webb has changed nothing and the ticket stays open; no customer reply since 20 Mar 2025.
What was said
What this says
As at Fri 9 Oct 2026Support thread: the branch system connector's nightly load stopped. Tariq Saleem said IT rotated credentials and he lacks written confirmation. Connor Webb has changed nothing and the ticket stays open; no customer reply since 20 Mar 2025.
Ask: Connor Webb asked which connector was affected and whether anything changed in the source system. Tariq Saleem named the branch system connector and said an IT colleague rotated credentials without written confirmation.
Customer view: Tariq will not guess at the cause until IT answers. There is no customer response after his 20 Mar 2025 reply.
Next: Connor offered to update the connector once the details arrive, or to talk Tariq through it. The ticket stays open until the nightly load completes cleanly.
The thread
Updated 9 Oct 26Messages
Connor Webb 20 Mar 2025 10:43Hi Tariq, I'm following up on the issue you raised with us. I've looked at the nightly load and I can see where it stopped. I'd like to confirm a couple of things before I change anything on our side. Could you tell me which connector was affected and whether anything changed in the source system recently, such as a password reset or a permissions change? Either would explain what I'm seeing. If you can reply with that, I'll pick it up straight away. Kind regards, Connor Webb Support Engineer, BG-Demo
Tariq Saleem 20 Mar 2025 12:03Connor, It's the branch system connector. I've checked the load log on our side and it shows the same stopping point you describe. On changes: nothing that I made. A colleague in IT did rotate some credentials in the last few days, and I haven't had written confirmation of which ones. I'll ask and let you know. I'm not going to guess at the cause until I've heard back. Cheers, Tariq- Connor Webb 24 Mar 2025 10:07Hi Tariq, Just to close this off. I haven't heard back since Thursday, so I've left the connector as it was and not changed any settings, because I'd rather not alter anything while the credentials question is open. Two options from here: - If your colleague confirms which credentials were rotated, send me the details through the usual secure route and I'll update the connector and re-run the load. - If you'd like to do the update yourself, I can talk you through it on a short call. I'll keep the ticket open until the nightly load completes cleanly, and I'll check it again tomorrow morning. Kind regards, Connor Webb Support Engineer, BG-Demo