Call recorder connector not loading new data
Ticketclosed
Brakkevoort Logistics · Call recorder connector not loading new data
Ilse de Graaf reported call recorder connector stopped syncing data for several days despite green status. Olivia Grant identified expired authentication token from system update and refreshed connection.
What happened
What this says
As at Fri 9 Oct 2026Ilse de Graaf reported call recorder connector stopped syncing data for several days despite green status. Olivia Grant identified expired authentication token from system update and refreshed connection.
Problem: No new call records coming through for days, connector showed green but was stale. Root cause was authentication token expiration when customer updated their call recorder system. Handling: BG-Demo identified issue in logs and refreshed connection. Data resumed after fix. The 21-day resolution window created data staleness risk despite low priority setting.
Details
Updated 9 Oct 26Trail
created · Ilse de Graaf 6 Feb 2026 11:49Our call recorder connector appears to have stopped loading new data. We haven't seen any recent calls coming through the system for a couple of days now. Can you help us work out what's gone wrong and get it running again?- Public reply · Olivia Grant 6 Feb 2026 23:28Thanks for getting in touch. Just so I've got this right, the call recorder has stopped sending new data, is that right? Can you tell me when you last saw data come through, and whether you're getting any error messages on the connector? That'll help me figure out what's happened.
- Public reply · Ilse de Graaf 9 Feb 2026 12:13Yes, that's correct. We haven't seen anything for a few days now. The connector shows a green status but no new records are coming in. We've checked on the call recorder's end and it's working fine over there.
- Public reply · Olivia Grant 9 Feb 2026 14:35Thanks for that detail. I've looked at the logs and found it, the authentication token expired when the call recorder system was updated. I've refreshed the connection on our side. Can you try it now and let me know what you see?
- Public reply · Ilse de Graaf 11 Feb 2026 13:24Perfect, that's worked. Fresh calls are coming through again now. Thanks for sorting it.
- Status change · 3 Mar 2026 23:59