Salesforce connector slow sync and missing records

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Brannock Medical Supplies · Salesforce connector slow sync and missing records

Sunita Bains reported Salesforce connector syncing slowly and records disappearing. Bethan Lister identified custom field expansion as cause. Optimised connector on 21 Nov 2024.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Sunita Bains reported Salesforce connector syncing slowly and records disappearing. Bethan Lister identified custom field expansion as cause. Optimised connector on 21 Nov 2024.

Problem: CRM Administrator reported Salesforce connector performance collapse: syncs taking hours instead of minutes, with records appearing and disappearing. Key account managers' deal visibility was impaired.

Handling: Assigned to Bethan Lister. First response at 14:32 on 2024-11-21 (100 minutes after report). Lister diagnosed timeout: customer had added three custom opportunity fields for a campaign, expanding the query. Sunita confirmed tens of thousands of contacts and several thousand opportunities. Bethan optimised the connector same day (16:04).

Watch: Custom field additions in large Salesforce instances can cause sync timeout. Escalate performance tuning before connector stability is lost.

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

Channelweb

First response (min)100

CSAT5

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Trail

Internal note · Bethan Lister 21 Nov 2024 11:38
Started investigating slow Salesforce syncs reported from this customer. Data volume surge likely.
created · Sunita Bains 21 Nov 2024 14:24
The Salesforce connector has been syncing very slowly the last few days: what used to take minutes now takes hours. We're also seeing records disappear and reappear, which confuses the key-account managers. This is affecting how they see deal status. When will this be fixed?
Public reply · Bethan Lister 21 Nov 2024 14:32
Hi Sunita, I've picked this up. Slow syncs and missing records suggest the connector is timing out on a large pull. Your Salesforce volume appears to have grown. Can you tell me: 1. Approximately how large is your contact and opportunity base right now? 2. Have you added any custom fields in the last week or two? Thanks, Bethan
Public reply · Sunita Bains 21 Nov 2024 14:54
Quite large: tens of thousands of contacts and several thousand opportunities. We did add three custom fields to opportunities last week for a sales campaign.
Public reply · Bethan Lister 21 Nov 2024 16:04
That's the issue. The new fields expanded the query and caused the timeout. I've optimised the connector on our end. Can you try syncing again now?
Status change · Bethan Lister 25 Nov 2024 16:54
Status change · 29 Nov 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

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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