Trade account orders not showing in the North East view
Ticketclosed
Strensall Merchants · Trade account orders not showing in the North East view
Karen Oxley reported North East trade account orders had stopped updating. The customer's branch system had moved its export folder. Connor Webb repointed the connector and reloaded, and orders returned.
What happened
What this says
As at Fri 9 Oct 2026Karen Oxley reported North East trade account orders had stopped updating. The customer's branch system had moved its export folder. Connor Webb repointed the connector and reloaded, and orders returned.
Problem: The record count stayed flat while the connector showed as running, and branches were quoting old prices to builders. Handling: Connor linked the flat count to a changed source. IT confirmed a new export path on 27 Feb 2026, and Connor pointed the connector at it and reloaded. First response took 131 minutes, against a Growth-tier one-hour target only if Karen were Growth, which the evidence does not show. Watch: Karen asked for the trade account view to be checked against the ledger, and the result is not recorded.
Details
Updated 9 Oct 26Trail
created · Karen Oxley 25 Feb 2026 08:14Hi, the trade account view has stopped showing the latest orders for our North East branches since early this week. Branch staff are quoting from the old figures and it is causing real problems on the phone with builders. The connector shows as running in the admin screen but the record count has not moved at all. Could someone take a look as a priority? Thanks, Karen Oxley, Regional Branch Manager, North East- Public reply · Connor Webb 25 Feb 2026 10:25Hi Karen, thanks for flagging this and sorry for the disruption to the branches. The connector is reporting as running, but the record count has stayed flat since the start of the week, which usually means the source has changed something on its side. Has anyone changed the export settings or the folder the branch system writes to recently? A screenshot of the connector status screen would also help. Speak soon, Connor
- Public reply · Karen Oxley 25 Feb 2026 12:08Hi Connor, yes, IT moved the branch system to a new export folder as part of a server tidy up. They are confirming the exact path and I will send it over. Some branches are still quoting old prices, so I would like to get this sorted today if we can. Karen
- Internal note · Connor Webb 27 Feb 2026 10:42Export folder moved on the branch side per customer. Checking whether the old path still returns rows or is now empty. Jamie to look at the mapping for the trade account IDs once the new path is confirmed. Connector otherwise healthy, no errors in the log.
- Public reply · Karen Oxley 27 Feb 2026 10:50Hi Connor, IT have confirmed the new path. They say the old folder was archived and nothing has been written there since, so that explains it. I will pass the path across to you now. Karen
- Public reply · Connor Webb 27 Feb 2026 14:49Hi Karen, we have pointed the connector at the new folder and run a reload. Orders are coming through again and the trade account view should catch up within the hour. Could you check a couple of branches against the ledger for me? If anything is still out, reply here and we will look again straight away. Connor
- Status change · 3 Mar 2026 23:59