Incident connector failing at login since admin account was disabled
Ticketclosed
Marlcliff Security Services · Incident connector failing at login since admin account was disabled
The incident feed stopped after a connector kept running under a disabled account. The customer had no active admin, so BG-Demo needed a supported route to re-point the connector.
What happened
What this says
As at Fri 9 Oct 2026The incident feed stopped after a connector kept running under a disabled account. The customer had no active admin, so BG-Demo needed a supported route to re-point the connector.
Problem: The control-room incident feed stopped updating, and every site was affected because the connector still used a disabled login. Handling: Bethan Lister asked for a new admin on the customer side and proposed a fresh connector login. She asked the customer not to change the connector themselves while the route was confirmed. Watch: The record shows the customer had no admin and was relying on paper logs, and the account manager was requested if the outage continued.
Details
Updated 9 Oct 26Trail
created · Sharon Tilley 23 Sep 2025 14:03Morning. Our control-room incident feed has stopped updating overnight. The connector ran fine until last week, then every morning the sync log shows it failing at the login step, and the newest incidents we can see are from the day before. Our shift leads are working from the paper log at the moment, which is not what we want. What changed: a former colleague left at the end of last month and their account was disabled. I think the connector was still running under that login. Nobody here is an admin on the B-Viz side, so I can't see or change the connector settings myself, and we can't create a fresh service login for new starters either. Can someone get on this today? Which site, which shift is affected? All of them, from what I can see. Nothing has gone to the client yet, and I'd like to keep it that way. Thanks, Sharon- Public reply · Bethan Lister 23 Sep 2025 15:13Hi Sharon, I've picked this up. Just so I've got this right: the connector has been failing at login every night since the account change, and it's still set to the old login, so it can't read incidents for any site. You mentioned nobody at your side is an admin. Is there anyone who can sign in as an admin, even a contractor? If so, ask them to open the connector settings and tell me the login name it shows. Please don't send me any passwords. Thanks, Bethan
- Public reply · Sharon Tilley 23 Sep 2025 16:45Nobody can. I've checked with IT and they say the admin role left with the person who went. Which site, which shift? All of them, every shift. If this runs past tonight I want the account manager on it. Thanks, Sharon
- Internal note · Bethan Lister 24 Sep 2025 09:54Connector still on the disabled login. Customer has no active admin, so I can't repoint it from our side without them. Log shows authentication failing on every run since the account was disabled. Not reproduced in the sandbox, but the auth error matches the logs exactly. Need Jamie to look at whether we can issue a new service login in a supported way.
- Public reply · Bethan Lister 24 Sep 2025 12:43Sharon, we have a route to fix this without needing your existing admin. Please reply with the name of the person who should be the new admin on your side, and confirm their identity to us. We'll then set up a fresh connector login. We should see whether tonight's run picks it up. In the meantime please don't change anything in the connector yourself. Thanks, Bethan
- Status change · 28 Sep 2025 23:59