Export timeout on large datasets

Ticketclosed

Hollowmere Care Group · Export timeout on large datasets

Josh reported timeout errors when exporting thousands of records from the incidents dashboard. Support diagnosed a timeout limit on large exports and escalated to platform engineering to increase the limit for Enterprise accounts.

Priority high

made from

What happened

What this says

As at Fri 9 Oct 2026

Josh reported timeout errors when exporting thousands of records from the incidents dashboard. Support diagnosed a timeout limit on large exports and escalated to platform engineering to increase the limit for Enterprise accounts.

Problem: Josh could not export large datasets (more than a few thousand records) from the incidents dashboard; the export started but failed after a few minutes. Handling: Bethan identified a timeout limit in the Enterprise setup and escalated the issue to Kieran's platform team to increase the limit in the next release. The issue was resolved in 7 days. Watch: The first response time (59 minutes) exceeded the Enterprise P1 target of 30 minutes. This is a blocking feature for the customer's data analysis workflow.

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

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorybug

Channelweb

First response (min)59

Helpdeskmade from

Trail

created · Josh Fairburn 18 Sep 2026 17:27
Hi, I'm getting a timeout error when trying to export data from the incidents dashboard. The export starts but fails after a few minutes. It happens whenever I try to export more than a few thousand records at once.
Public reply · Bethan Lister 18 Sep 2026 18:26
Just so I've got this right: the export starts but then times out? Can you tell me which dashboard you're using and roughly how many records you're trying to export?
Public reply · Josh Fairburn 22 Sep 2026 14:07
It's the incidents dashboard. I was trying to export all incidents across all homes for the past quarter, thousands of records.
Public reply · Bethan Lister 23 Sep 2026 10:20
I've found the issue. There's a timeout limit on large exports in your current setup. I'm escalating this to our platform team to increase the limit for Enterprise accounts.
Internal note · Bethan Lister 23 Sep 2026 14:37
Platform team confirmed there's a timeout on large exports. Kieran raising this for next release to increase the limit for Enterprise tier.
Status change · Bethan Lister 25 Sep 2026 15:06
Status change · 29 Sep 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