Connector sync stopped

Ticketclosed

Hollowmere Care Group · Connector sync stopped

Josh reported the CRM connector stopped pulling new records. Support found API credentials had expired; requested regeneration and new credentials from Josh.

Priority low

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What happened

What this says

As at Fri 9 Oct 2026

Josh reported the CRM connector stopped pulling new records. Support found API credentials had expired; requested regeneration and new credentials from Josh.

Problem: CRM connector went stale after credentials expired on customer's side; no fresh data for several days. Handling: Support diagnosed and requested customer regenerate and provide new credentials. Watch: Second connector incident at Hollowmere in two months. This points to credential management risk either in customer process or credential timeout rates. Long resolution (26 days) indicates customer was slow acting.

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)225

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Trail

created · Josh Fairburn 8 May 2026 09:35
Hi, our CRM connector seems to have stopped pulling in new records. The last data we see is from a few days ago. We didn't change anything on our end, so not sure what's gone wrong. Can you check what's happening? Cheers.
Public reply · Bethan Lister 8 May 2026 13:20
Hi Josh, thanks for letting us know. Just so I've got this right, the connector isn't pulling in fresh data? I'll check the sync logs on our side. Can you also confirm which connector you mean, is it your CRM integration?
Public reply · Josh Fairburn 12 May 2026 15:55
Yes, it's the CRM connector. We've kept everything the same on our end, so I'm not sure what the issue is. Let me know what you find in the logs.
Public reply · Bethan Lister 14 May 2026 09:51
Right, I've found it. Your CRM connector's API credentials expired last week. Can you regenerate them in your CRM settings and give me the new ones? I'll plug them in and get the sync running again. Thanks, Bethan.
Status change · Bethan Lister 3 Jun 2026 17:10
Status change · 7 Jun 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