Collections connector sync issue

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Eoin Hegarty reported about two hundred records missing after a collections connector refresh. A service role change on the customer side was the cause. He restored the permissions and the full dataset returned.

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Current to 13 Oct 26

Eoin Hegarty reported about two hundred records missing after a collections connector refresh. A service role change on the customer side was the cause. He restored the permissions and the full dataset returned.

Ask: Eoin raised a support ticket about the collections connector. Kate Ormerod asked whether there were log errors or a slow refresh.

Customer view: Eoin diagnosed the cause himself, a permissions change to a service role, and confirmed the fix on 22 Apr 2026. His tone is cooperative.

Next: this is connector sync and access, not a product fault. Role changes on the customer side can leave the brain stale without any error showing.

AI · claude-sonnet-5-5 · 13 Oct 2026

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The thread

Updated 9 Oct 26

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Messages4

First message2026-04-15

Last message2026-04-22

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Messages

Kate Ormerod 15 Apr 2026 13:00
to Eoin Hegarty
Hi Eoin, I have your support ticket about the collections connector. I can see a recent sync completed. Are you seeing errors in the logs, or is the refresh running slowly? Cheers, Kate Ormerod Support Engineer
Eoin Hegarty 17 Apr 2026 09:06
to Kate Ormerod
Hi Kate, The refresh ran but about two hundred records from yesterday aren't showing. No error messages, so I suspect a permissions issue. We updated a service role last week. Eoin
Kate Ormerod 20 Apr 2026 10:58
to Eoin Hegarty
Good thinking. Can you check that the connector service account still has read access to the collections table? Once you confirm that's right, I'll run a manual refresh and we should get the missing records. Cheers, Kate
Eoin Hegarty 22 Apr 2026 17:24
to Kate Ormerod
Kate, You were right. The permissions had been changed. I've restored them and the full dataset is back. Thanks, Eoin

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