Study source has stopped loading into B-Viz
Ticketopen
Quabbin Clinical Research · Study source has stopped loading into B-Viz
Meredith Sullivan reported one source has stopped loading new study issues and calls, so sponsor views are behind. Bethan Lister reproduced it, but no cause is confirmed and no fix date has been given.
What happened
What this says
As at Fri 9 Oct 2026Meredith Sullivan reported one source has stopped loading new study issues and calls, so sponsor views are behind. Bethan Lister reproduced it, but no cause is confirmed and no fix date has been given.
Problem: one source has loaded no new records since before a change window; the load runs without errors but returns nothing.
Handling: Bethan Lister reproduced it on 9 Oct 2026 and passed it to Ewan Pryce to check the ingestion logs. The customer has been told no cause and given no fix date.
Watch: Meredith Sullivan needs a cause and a date for sponsor teams, and the ticket is open. The first response took 61 minutes; the ticket is marked high, not P1, so the 30-minute Enterprise P1 target does not apply.
Details
Updated 9 Oct 26Trail
- Public reply · Bethan Lister 8 Oct 2026 10:12Hi Meredith, I've picked this up from your earlier message. Just so I've got this right, one of your sources has stopped adding new records, and the sponsor views are showing older data. Can you try reconnecting that source from the admin page and tell me what you see? Thanks, Bethan
Public reply · Meredith Sullivan 8 Oct 2026 16:50Hi Bethan, thanks. I'll get you the source name tonight. Let's get ahead of this for the sponsors. I'd rather they hear it from us first. Thanks, Meredith- created · Meredith Sullivan 8 Oct 2026 17:26Hi team, one of our sources has stopped loading into B-Viz, so the sponsor views are behind. The latest study issues and calls are not showing up. We've tried a manual refresh of the connector with no change. Our sponsor teams are asking what they know, and I need to get ahead of it before the next round of sponsor calls. Can someone look at this today? One portfolio, one story, and right now we don't have one. Thanks, Meredith
- Public reply · Bethan Lister 8 Oct 2026 18:27Hi Meredith, I can see the same thing on our side: the source has no new records since its last load. I haven't found the cause yet, so I don't want to guess. Could you send me the source name and the date it last looked right? I'll pass it to our platform team. Thanks, Bethan
- Internal note · Bethan Lister 9 Oct 2026 11:35Reproduced. Last successful load is before the change window. Run history shows no errors, so the load runs but returns nothing. Cause not confirmed. Ewan to check ingestion logs. Customer not told a cause. Do not promise a fix date.
- Public reply · Meredith Sullivan 9 Oct 2026 14:22Hi Bethan, thanks for the update. The sponsor team wants a date, and I can't give them one without a cause. What can we say to them by the end of the day? Thanks, Meredith