Incident connector failed again this morning, all sites affected
Ticketclosed
Marlcliff Security Services · Incident connector failed again this morning, all sites affected
The incident connector failed again at authentication across all sites. BG-Demo found the replacement login had not reached the connector record and asked for a check.
What happened
What this says
As at Fri 9 Oct 2026The incident connector failed again at authentication across all sites. BG-Demo found the replacement login had not reached the connector record and asked for a check.
Problem: The incident connector stopped again, and the newest incident was from the previous afternoon for all sites. Handling: Bethan Lister said the failure was the same authentication error as earlier tickets, and asked the customer to copy the sync status error text. The internal note says Samir Haddad needed to check the replacement login. Watch: The internal note says not to report the fix as done until a run has completed successfully, and the record does not show that run.
Details
Updated 9 Oct 26Trail
created · Sharon Tilley 30 Sep 2025 08:18Morning. Following on from the other tickets: the incident connector has stopped again this morning. The sync status shows failed, and the newest incident in the feed is from yesterday afternoon. This is happening for all sites, not just the two I flagged before. I'm not sure whether this is the same fault coming back after the fix or something new. We need to know before the shift handover, and our account managers are already asking. Can I have a yes or no on whether this is related, and an idea of when a proper fix will be in place? Sharon- Public reply · Bethan Lister 30 Sep 2025 08:58Hi Sharon, I've picked this up. Just so I've got this right: the connector has failed at authentication again since yesterday, and it isn't loading incidents for any site. Can you try this and tell me what you see? Please open the sync status page, copy the error text exactly, and tell me the last time it showed a successful run. Thanks, Bethan
- Internal note · Bethan Lister 30 Sep 2025 16:14Same authentication error as the earlier tickets, so the connector is still on a login that no longer exists. Not a new fault, but the earlier change didn't reach the connector record. Need Samir to check whether the replacement login was saved to the right connector. Customer says all sites are affected. Don't tell them it's fixed until a run has completed successfully.
- Status change · 11 Oct 2025 23:59