Connector timing out

Ticketclosed

Lornefield Pensions Administration · Connector timing out

Craig Paterson reported the connector timing out during refresh on 4 Jul 2025. After investigation, the root cause was identified as an API endpoint redeploy on the source system with new rate limits. The customer's IT team added BG-Demo to the allowlist to resolve it.

Priority low

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What happened

What this says

As at Fri 9 Oct 2026

Craig Paterson reported the connector timing out during refresh on 4 Jul 2025. After investigation, the root cause was identified as an API endpoint redeploy on the source system with new rate limits. The customer's IT team added BG-Demo to the allowlist to resolve it.

Problem: The connector hung during refresh after timing out on payload retrieval, suggesting a source system change.

Handling: Bethan asked about recent deployments. Craig identified an API endpoint redeploy with rate limit changes and coordinated with his IT team to add BG-Demo to the allowlist.

Watch: Resolved. The root cause was external (customer's source system), not a BG-Demo bug. The ticket shows good customer-side troubleshooting and coordination.

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

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)749

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Trail

created · Craig Paterson 4 Jul 2025 10:02
Just to flag - that's the connector timing out again. The refresh started at 23:30 yesterday but it's still hanging. The last payload was at 01:47 this morning, nothing since. I'll keep an eye on it. Regards, Craig
Public reply · Bethan Lister 4 Jul 2025 22:31
Hi Craig, thanks for the information. Can you check whether anything changed with the source system in the last week - any deployments? Thanks, Bethan
Public reply · Bethan Lister 7 Jul 2025 11:47
Any updates on your side?
Public reply · Craig Paterson 7 Jul 2025 13:03
There was a deployment last Tuesday but nothing that would affect the API. I'll check with the team. Regards, Craig
Public reply · Craig Paterson 9 Jul 2025 10:23
Found it - they redeployed the API endpoint and changed rate limits last Tuesday. They're adding us to the allowlist now. Regards, Craig
Internal note · Bethan Lister 9 Jul 2025 11:18
Root cause: API endpoint redeploy. Endpoint team adding customer to allowlist.
Status change · Bethan Lister 28 Jul 2025 15:53
Status change · 1 Aug 2025 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.

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