Nightly refresh not completing
Ticketclosed
Merriott Lyle Distribution · Nightly refresh not completing
Nightly refresh timed out on 21 Jul 2026 after a platform deployment, leaving dashboards with stale data. Engineering fixed the timeout threshold within hours.
What happened
What this says
As at Fri 9 Oct 2026Nightly refresh timed out on 21 Jul 2026 after a platform deployment, leaving dashboards with stale data. Engineering fixed the timeout threshold within hours.
Problem: Nightly refresh failed at 22:45 on 21 Jul 2026 during Salesforce sync. Dashboards showed data from yesterday morning, blocking branch managers from seeing current order and invoice positions. A platform deployment that evening introduced a timeout threshold too short for the customer's data volume. Handling: First response 15 minutes. Olivia identified the root cause in logs and escalated to Kieran on the platform team. The fix was deployed and verified by 13:42 on 22 Jul 2026. Watch: This reveals a gap in deployment testing; threshold settings were not validated against live customer dataset sizes.
Details
Updated 9 Oct 26Trail
created · Neil Ashworth 21 Jul 2026 16:03Hi, our dashboards stopped updating last night. The brain shows data as of yesterday morning but nothing since the refresh yesterday evening. This is urgent for our teams as they rely on overnight refreshes to see the latest order and invoice positions. Can you look into what's happened?- Public reply · Olivia Grant 21 Jul 2026 16:18Hi Neil, Thanks for getting in touch. I'm looking at this now. Just so I've got this right: you're seeing no new data since yesterday's refresh, and the dashboards are showing stale data? Can you tell me which connectors you're using (CRM, finance, calls) and whether any error messages appeared in the brain's status page?
- Internal note · Olivia Grant 22 Jul 2026 09:35Checked logs. Nightly refresh failed at 22:45 on 21 Jul 2026 during Salesforce sync. A platform deployment on 21 Jul 2026 introduced a timeout in the nightly refresh. Raised with Kieran on the platform team.
- Public reply · Olivia Grant 22 Jul 2026 10:59Hi Neil, I've found the issue. The nightly refresh timed out last night during the data sync. A platform deployment pushed that evening introduced a timeout threshold that was too short for the size of your data. Kieran on the platform team is working on a fix now. I'll update you as soon as the fix is verified and pushed to production.
- Public reply · Neil Ashworth 22 Jul 2026 13:42Thanks Olivia. Good to know it's being looked at. Let me know once it's live.
- Status change · 26 Jul 2026 23:59