Urgent: connector down

Ticketclosed

Brindlecote Insurance Brokers · Urgent: connector down

Toby Underwood reported a connector down blocking client data sync. Bethan Lister identified firewall rule changes as root cause and provided documentation.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Toby Underwood reported a connector down blocking client data sync. Bethan Lister identified firewall rule changes as root cause and provided documentation.

Problem: Toby reported a connector failure around midday blocking client data synchronisation. Bethan investigated and identified network timeout errors on sync calls. Handling: Root cause was firewall rules changed that morning on the customer's side. Bethan provided documented fix steps and coordinated with the customer. First response was 47 minutes, the fastest in this cluster. Watch: Customer firewall changes can break connectors without warning; this mirrors the later data refresh issue in tkt_011_0023.

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

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)47

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Trail

Public reply · Toby Underwood 25 Jul 2024 11:50
Hi, is anyone there? Our connector has stopped loading data in the last hour.
Internal note · Bethan Lister 25 Jul 2024 14:37
Connector down since 11:50. Network timeout on sync calls. Investigate firewall settings.
created · Toby Underwood 25 Jul 2024 17:30
One of our connectors went down around midday and hasn't recovered. It's impacting our ability to sync client data.
Public reply · Bethan Lister 25 Jul 2024 18:17
Hi Toby, thanks for reporting this. I've looked into it and found the issue: your firewall rules changed this morning. I've documented the fix; can you try the steps I've sent?
Status change · Bethan Lister 1 Aug 2024 13:38
Status change · 5 Aug 2024 23:59

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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

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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.

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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.

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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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