Orders connector stopped loading new records
Ticketclosed
Merriott Lyle Distribution · Orders connector stopped loading new records
The branch orders connector was running without errors but returning zero new records despite available source data. Bethan reproduced the issue and identified a bug in field mapping for orders with multiple line items. Fix was in testing and scheduled for end of week.
What happened
What this says
As at Fri 9 Oct 2026The branch orders connector was running without errors but returning zero new records despite available source data. Bethan reproduced the issue and identified a bug in field mapping for orders with multiple line items. Fix was in testing and scheduled for end of week.
Problem: The orders connector was failing silently: it ran successfully but loaded zero new records, blocking branch managers from seeing recent orders.
Handling: Tariq confirmed the source system had new data, Bethan reproduced the issue and found a field mapping bug in multi-line item orders. Engineering fix was scheduled for week end.
Watch: This is high urgency for branch operations. Tariq is engaged. Need to verify the fix deployed on schedule and orders are loading again.
Details
Updated 9 Oct 26Trail
created · Tariq Saleem 23 Jun 2026 08:08The branch orders connector hasn't loaded any new data since yesterday morning. The load log shows the job ran successfully, but the indexed record count hasn't changed at all, so nothing's being picked up from the source system. I've restarted the sync twice with no change. Can you check which connector is the problem? Our branch managers are asking where their recent orders are.- Public reply · Bethan Lister 23 Jun 2026 13:36Thanks Tariq, I've picked this up. So the orders connector's running without errors but returning zero new records. Can you check the load log and tell me what error message you're seeing at the end of the run?
- Public reply · Tariq Saleem 24 Jun 2026 15:12I've checked it again. There's no error message, just zero new records every time. The source system definitely has new data because our branch teams are seeing it there. This has to be on our end.
- Public reply · Bethan Lister 25 Jun 2026 14:06I've reproduced this on a test account. Found it: there's a problem with the way we're handling the field mapping for orders with multiple line items. The fix is in testing now and should roll out by end of week. In the meantime, can you try exporting a recent order to CSV to confirm the source data is there?
- Status change · 11 Jul 2026 23:59