Nightly refresh not completing

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Hartside Student Living · Nightly refresh not completing

Bethany Cole reported dashboards had not updated after an overnight refresh failed on 21 Jul 2026. Kate Ormerod identified a platform-wide connector timeout and escalated to engineering.

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What happened

What this says

Current to 14 Oct 26

Bethany Cole reported dashboards had not updated after an overnight refresh failed on 21 Jul 2026. Kate Ormerod identified a platform-wide connector timeout and escalated to engineering.

Problem: Nightly refresh for Hartside's university partnership dashboards failed on 21 Jul 2026, leaving data stale hours before a partner call. Bethany flagged the urgency at 11:29.

Handling: Kate Ormerod responded at 11:45 (94 minutes into the incident), confirmed the stall and escalated to engineering, promising an update within the hour. An internal note identified the root cause as a data connector timeout, with data current as of the previous morning.

Watch: This appeared to be a brief platform incident affecting multiple customers. The ticket closed on 28 Jul 2026.

AI · claude-haiku-4-5-20251001 · 14 Oct 2026

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_freshness

Channelemail

First response (min)94

CSAT5

Incidentinc_2026_07_refresh

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created · Bethany Cole 21 Jul 2026 10:11
Our dashboards haven't updated since yesterday. The refresh should have run last night but it hasn't come through. All the university partnership dashboards are showing stale data. Can you check what happened?
public_reply · Bethany Cole 21 Jul 2026 11:29
This is urgent, my team's got a call with one of our university partners in a couple of hours and they'll be expecting fresh data. Is there a platform issue?
public_reply · Kate Ormerod 21 Jul 2026 11:45
Hi Bethany, I can see your refresh is stalled. We're looking at a platform issue that's affected several customers this morning. I'm bringing our engineering team in now. I'll update you within the hour.
internal_note · Kate Ormerod 21 Jul 2026 11:58
Linked to inc_2026_07_refresh. Refresh logs show timeout on the data connector. Escalating to engineering. Data is current as of yesterday morning.
status_change · Kate Ormerod 24 Jul 2026 12:07
status_change · 28 Jul 2026 23:59

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