This incident has been resolved.

The issue was resolved with a workaround. We are currently using the Selden MB Account. If he changes it, we will need to update the tool settings. This workaround will be in place until we get a dedicated account with the right permissions.

Next step: set up a dedicated service email for these tools. IT (Mel) will provision/confirm the service account; Joey Pyfrom and Vee Babani are looped in. Once the account is in place, we’ll update the app settings and verify performance.

Identified the root cause. The account aaron@paradigmseniors.com was disabled in Metabase. We will need another one to update the app settings.

We have not yet identified a root cause. We think it could be due to bad credentials in the app settings. Now, gaining access to the production resource to review the settings.