Connector Stopped Pulling Records
Ticketclosed
Kelvinhaugh Pension Services · Connector Stopped Pulling Records
Kirsteen reported that the main system connector stopped pulling records after her team regenerated their data feed. The issue was marked solved on 14 Aug 2025, 14 days after creation.
What happened
What this says
As at Fri 9 Oct 2026Kirsteen reported that the main system connector stopped pulling records after her team regenerated their data feed. The issue was marked solved on 14 Aug 2025, 14 days after creation.
Problem: The connector showed as active but was not ingesting new data; no records had been pulled for about a day. The last successful sync was around 16:00 the previous day.
Handling: Bethan asked whether Kirsteen's team had made changes to the backend (password, IP allowlist, etc.), which typically cause sync failures. Kirsteen confirmed the data feed had been regenerated the day before. Resolution took 14 days, from 31 Jul 2025 to 14 Aug 2025.
Watch: Extended gap in primary data connector blocks reporting and team value; Kirsteen is a key user and the delay suggests either slow troubleshooting or low priority.
Details
Updated 9 Oct 26Trail
created · Kirsteen Boyd 31 Jul 2025 13:40The main system connector isn't pulling in new records anymore. It's been about a day now with no data coming through, even though the connector shows as active. What's going on?- Public reply · Bethan Lister 31 Jul 2025 18:44Hi Kirsteen, I can see the connector is running but it's not ingesting data. Can you check whether there have been any recent changes on your end - updates, permission changes, or anything else? That's usually what causes this.
- Public reply · Kirsteen Boyd 1 Aug 2025 10:38The data feed was regenerated yesterday, which might be related. The last successful pull was around 16:00 yesterday, so it's been nearly a full day. The status shows it's trying to connect but not getting anything back. Should we try restarting the connector on our end?
- Status change · 18 Aug 2025 23:59