Connector Data Not Loading
Ticketclosed
Brannock Medical Supplies · Connector Data Not Loading
Sunita Bains reported the CRM connector stopped pulling data. Bethan Lister diagnosed a dropped API connection on the customer's CRM side. After the customer's CRM team restored the connection on 14 Nov 2024, the connector resumed pulling data successfully.
What happened
What this says
As at Fri 9 Oct 2026Sunita Bains reported the CRM connector stopped pulling data. Bethan Lister diagnosed a dropped API connection on the customer's CRM side. After the customer's CRM team restored the connection on 14 Nov 2024, the connector resumed pulling data successfully.
Problem: No new CRM records indexed for several days; connector had stalled. Handling: Bethan correctly diagnosed the issue as external to BG-Demo (customer's CRM API connection) and guided Sunita to work with their CRM support team. Once restored on 14 Nov 2024, the connector resumed immediately. Watch: This shows dependency on customer system stability. While BG-Demo handled it well, extended outages of source systems directly impact data freshness.
Details
Updated 9 Oct 26Trail
created · Sunita Bains 7 Nov 2024 17:58Our CRM connector stopped pulling data sometime yesterday. No new records have been indexed since then. I've checked with our CRM team and their system is running normally, so I don't think it's our end. Can you investigate what might be happening?- Public reply · Bethan Lister 7 Nov 2024 20:01Hi Sunita, just so I've got this right, your connector hasn't indexed any new records since yesterday. Can you check that the connector credentials are still valid in your settings? Try re-authenticating and tell me what you see? Thanks, Bethan
- Public reply · Sunita Bains 11 Nov 2024 10:47I've re-authenticated the connector as you suggested, but it's still not pulling records. I checked the logs and there's an error code appearing each time the sync attempts to run. The error is coming from our CRM system, not from BG-Demo. I've asked our CRM support team to investigate.
- Public reply · Bethan Lister 12 Nov 2024 15:51Thanks for checking the logs. The error you're seeing means the CRM has dropped the API connection that the connector uses. That's something your CRM team will need to fix. Once they've restored the connection, the connector will resume and pull in any records that were created while it was down. Let me know once they've sorted it. Thanks, Bethan
- Internal note · Bethan Lister 14 Nov 2024 10:46Logs show successful pull at 10:12 on 14 November 2024 with records loading. Sync is live.
- Public reply · Sunita Bains 14 Nov 2024 13:10Great news, our CRM support fixed the API connection on their end. The connector started pulling data this morning and everything looks good now.
- Status change · 18 Nov 2024 23:59