Control room incident connector not loading overnight
Ticketclosed
Marlcliff Security Services · Control room incident connector not loading overnight
The connector failed each night after an account was disabled, and two new starters could not get access. BG-Demo re-pointed the connector to a service login and asked for two admin names.
What happened
What this says
As at Fri 9 Oct 2026The connector failed each night after an account was disabled, and two new starters could not get access. BG-Demo re-pointed the connector to a service login and asked for two admin names.
Problem: The control-room incident connector had failed every night, and the customer had no admin users to add two new starters. Handling: Olivia Grant set up a service login on the BG-Demo side and re-pointed the connector. She asked the customer to name two admins to add once confirmed. Watch: The first run after the re-point was pending when the ticket was closed on 11 Oct 2025, and the internal note says the sync needed checking if it failed again.
Details
Updated 9 Oct 26Trail
created · Sharon Tilley 6 Oct 2025 10:13Hello, the control room incident connector has stopped loading into B-Viz. It has been failing every night since a user account it ran under was disabled, and the newest incidents are missing from the site pages. The controllers and account managers are looking at yesterday's picture, so they cannot tell clients what is happening. Separately, we have two new starters who need access, and nobody at Marlcliff is an admin any more, so we cannot give them anything. Can someone look at both today please? Thanks, Sharon- Public reply · Olivia Grant 6 Oct 2025 10:45Hi Sharon, thanks for the quick report. I can see the connector failing each night since the account change, which matches what you are seeing. To fix it we need to point the connector at a service login that is still active. Could you confirm who at Marlcliff can approve a new login? I will not change anything until you have confirmed. Olivia
- Public reply · Sharon Tilley 7 Oct 2025 09:34Morning Olivia. Our IT contact is out this week so I have asked a colleague to approve it. What do you need from us on the admin side as well? We would like at least two admins so this does not happen again. Thanks, Sharon
- Public reply · Olivia Grant 7 Oct 2025 13:51Hi Sharon, thanks. I have set up a service login on our side and pointed the connector at it, so tonight's run should load properly. For admins, please name two people and I will add them once you confirm. I will check tomorrow morning's run and let you know how it went. Thanks, Olivia
- Internal note · Olivia Grant 7 Oct 2025 15:55Connector re-pointed to a service login, first run pending. Customer has no admin users, so Sharon cannot add starters yet. Daniel to chase the two admin names. Samir to check the sync if it fails again.
- Status change · 11 Oct 2025 23:59