Answers missing records after nightly refresh
Ticketclosed
Mossbrook Data Partners · Answers missing records after nightly refresh
Recent email threads stopped appearing in answers during a client handover, while older threads still showed. The connector count had been flat for days, and engineering was asked to check the refresh.
What happened
What this says
As at Fri 9 Oct 2026Recent email threads stopped appearing in answers during a client handover, while older threads still showed. The connector count had been flat for days, and engineering was asked to check the refresh.
Problem: Ciaran Doherty reports that recent email threads do not appear in answers, though he can see them in the mailbox, during a client handover.
Handling: Bethan Lister asked for a test thread and checked the connector count, which Ciaran confirmed had been flat for several days. The internal note reads this as a stalled source, and Samir Haddad was asked for the connector logs.
Watch: On Starter, service credits cover availability only, so a freshness failure carries no credit. The ticket closed on 1 May 2026, but the evidence does not show the cause or the fix.
Details
Updated 9 Oct 26Trail
created · Ciaran Doherty 14 Apr 2026 14:58Hi, something's wrong with the email data. Several threads from last week aren't showing up when I ask B-Viz about them, though I can see them in the mailbox. It looks like some of the most recent messages are missing, and the older ones are fine. This is affecting a client handover so it's a bit urgent for us. We've tried asking the question again in a few different ways without any luck. Thanks, Ciaran- Public reply · Bethan Lister 14 Apr 2026 15:36Hi Ciaran, I've picked this up. Just so I've got this right: recent email threads are not appearing in answers, while older ones do. Could you try asking about one specific thread that you can see in the mailbox, and tell me exactly what comes back? If you can paste any error text, that would help too.
- Public reply · Ciaran Doherty 15 Apr 2026 12:14I tried three threads from last Thursday. Two came back with nothing and one returned an older message from the same conversation. No error text, the answer just doesn't include the newer messages. The refresh log looked normal to me, but I'm not fully sure what I'm looking for there.
- Public reply · Bethan Lister 16 Apr 2026 15:57Thanks, that's really useful. Quick check: is your email connector still showing new records being indexed each day, or has the count stayed flat? I'm asking because a flat count can point to a source that has stopped loading properly. I've also passed the detail to the platform side to look at the refresh run.
- Public reply · Ciaran Doherty 17 Apr 2026 14:02The count has been flat for a few days, so yes, that matches what we're seeing. I'll leave the connector as it is in case you need anything else from it.
- Internal note · Bethan Lister 17 Apr 2026 14:21Customer on Growth? No, Starter, 15 seats, high priority. Recent email records not appearing after refresh, older records fine. Connector record count flat for several days, consistent with a stalled source rather than a query fault. Reproduced from customer side. Escalated to Samir for the connector logs and to the platform side for the refresh run. Do not promise a fix date to the customer.
- Status change · 1 May 2026 23:59