P1: Refresh pipeline stalled

Ticketclosed

Veldmaat Payments · P1: Refresh pipeline stalled

Nightly refresh pipeline stalled on 21 Jul 2026, starting at 23:30 and not completing; incident report filed; Exact Online connector identified as bottleneck.

Priority urgent

made from

What happened

What this says

As at Fri 9 Oct 2026

Nightly refresh pipeline stalled on 21 Jul 2026, starting at 23:30 and not completing; incident report filed; Exact Online connector identified as bottleneck.

Problem: Nightly refresh pipeline stalled on 21 Jul 2026, starting at 23:30 but never completing; data pipeline frozen. Handling: Bethan reviewed ingestion logs and asked if customer made connector changes. Internal investigation (from related ticket context) shows root cause in a recent release; platform team deployed fix. First response took 190 minutes (well over Growth SLA if applicable).

Watch: First response significantly delayed; refresh failures continue across multiple incidents; Exact Online connectivity is critical issue.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

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Details

Updated 9 Oct 26

Priorityurgent

Statusclosed

Categorydata_freshness

Channelweb

First response (min)190

CSAT5

Incidentinc_2026_07_refresh

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Trail

created · Sanne Bakker 21 Jul 2026 08:05
Refresh not complete at 07:00 on 21 Jul 2026. The nightly load started at 23:30 yesterday and stalled. Data pipeline frozen. Need immediate investigation.
Public reply · Bethan Lister 21 Jul 2026 11:15
Thanks Sanne. I can see the pipeline is stuck. I'm pulling the ingestion logs now to find where it's stalled. Can you check if you made any connector changes yesterday or if anything changed in your systems? Thanks, Bethan
Internal note · Bethan Lister 21 Jul 2026 14:37
Logs show refresh pipeline hanging on Exact Online sync. Connector job started at 00:15 but never completed. Not customer-side issue. Needs platform investigation.
Status change · Bethan Lister 22 Jul 2026 12:31
Status change · 26 Jul 2026 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help