Something seems broken with the data sync

Email thread

Megan Statham, Practice Systems Lead, reports the brain stuck on old data with no change on their side. About half the team is affected. The thread ends with no cause or fix from BB-Demo.

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What was said

What this says

Current to 13 Oct 26

Megan Statham, Practice Systems Lead, reports the brain stuck on old data with no change on their side. About half the team is affected. The thread ends with no cause or fix from BB-Demo.

Ask: Megan wants the stalled sync fixed. She says she tried refreshing and clearing the cache on two machines, and changed no connectors or Zendesk settings.

Customer view: the dashboard shows the last sync at 06:52 and the team noticed on arriving. It is hitting about half the team, who expected overnight feedback.

Next: Bethan Lister was to check the logs for a nightly refresh error. The thread shows no diagnosis, and the tier is not stated, so freshness credit eligibility is unconfirmed.

AI · claude-sonnet-5-5 · 13 Oct 2026

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The thread

Updated 9 Oct 26

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Messages4

First message2026-09-08

Last message2026-09-11

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Messages

Bethan Lister 8 Sep 2026 13:56
to Megan Statham
Hi Megan, I've picked up your ticket about the practice data not showing the latest patient feedback. Just so I've got this right, the brain isn't pulling in updates from this morning onwards, is that the symptom you're seeing? Can you try refreshing the page and checking if the data appears, and let me know what you see? Thanks, Bethan
Megan Statham 9 Sep 2026 17:43
to Bethan Lister
Hi Bethan, I've tried refreshing and even clearing the cache on two different machines. The brain is stuck on data from yesterday afternoon. Nothing has changed on our end, we didn't alter any of the connectors or the Zendesk setup. Megan
Bethan Lister 10 Sep 2026 17:57
to Megan Statham
Thanks. Can you tell me the exact time the last sync completed? I can check our logs from the brain's end to see if the nightly refresh hit an error. Did you notice the issue first thing in the morning, or was it later in the day? Bethan
Megan Statham 11 Sep 2026 09:44
to Bethan Lister
Morning Bethan, The dashboard shows the last sync at 06:52 yesterday. We noticed it this morning when the team came in, no updates since then. It's impacting about half the team who were expecting to see overnight feedback. Thanks for looking into it. Megan Statham Practice Systems Lead Ellerby Dental Group

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