Your support ticket: nightly load follow-up

Hi Tariq, I've picked this up from the ticket you raised. Just so I've got this right: the nightly load is not completing the way you expect, and the records are not showing in the brain the next morning. Tell me if I have that wrong. I have checked our side and can see the refresh running. To narrow it down, can you try the following and tell me what you see? First, open the load log for the affected connector and send me the exact error text, word for word. Second, tell me whether anything changed in the source system in the last few days, such as a field renamed or a permission altered. Third, let me know whether the problem is every night or only some nights. I'd rather reproduce it than guess, so the error text matters most. Thanks, Bethan

Bethan, Thanks for picking this up. I've checked the load log. There is an entry from the weekend run and I've pasted it below so you have the exact wording. On your second question, I don't yet know whether anything changed upstream. That is a mapping question and I want to be sure before I say anything. I've asked a colleague in IT to confirm what was altered in the source system and I'll come back to you when I have an answer. On the third, it looks like some nights rather than every night, but I'd want another few runs before I commit to that. I have not changed any mappings while we investigate, and I have kept Deepa informed. Cheers, Tariq

Hi Tariq, Thanks for the log entry, that helps. I can see the same entry on our side, which fits with what you describe, though I have not yet reproduced it here so I won't name a cause. Can you try one thing for me? When your colleague in IT confirms what changed in the source system, send me the change in plain words and I'll compare it with the failing run. If the load completes cleanly for the next few nights, tell me and I'll note it on the ticket. I'm keeping the ticket open until you tell me it works. Thanks, Bethan