Search results not updating after data refresh
Ticketclosed
Merriott Lyle Distribution · Search results not updating after data refresh
Neil reports that the brain shows orders from three weeks ago while recent orders are visible in Salesforce. The data freshness issue blocks his team from working with customers. Investigation reveals the Salesforce connector loaded but stopped indexing records.
What happened
What this says
As at Fri 9 Oct 2026Neil reports that the brain shows orders from three weeks ago while recent orders are visible in Salesforce. The data freshness issue blocks his team from working with customers. Investigation reveals the Salesforce connector loaded but stopped indexing records.
Problem: The Salesforce connector ran but records stopped indexing, leaving the brain stale and blocking critical operations for credit control and branch managers.
Handling: Neil escalated urgently because stale data was preventing his team from advising customers. Bethan investigated, identified the sync failure in the load logs, and escalated to engineering. Samir was assigned to diagnose and fix the connector.
Watch: Data freshness is the brain's core value. A stalled connector undermines that fundamentally.
Details
Updated 9 Oct 26Trail
created · Neil Ashworth 13 Oct 2025 08:15Hi, I'm trying to search for a specific customer in the brain but the results aren't showing the latest orders. I just checked our Salesforce system and the orders are there, but the brain isn't showing them. I've refreshed the page and even logged out and back in, but still nothing. This is blocking me from working with the customer. Can you help?- Public reply · Bethan Lister 13 Oct 2025 10:45Hi Neil, just so I've got this right: you're searching for a customer and the results show older data, but when you check Salesforce directly, you can see more recent orders. Is that right? Can you tell me which customer you're looking for and what you see in the search results versus what's in Salesforce? That'll help me figure out if this is a data freshness issue or something else. Thanks, Bethan
- Public reply · Neil Ashworth 15 Oct 2025 10:30Yes, that's the problem. I'm searching for a trading company and the brain shows their last order from three weeks ago, but in Salesforce their most recent order is from yesterday. I've tried refreshing twice and tried a different browser, but same issue. This is blocking me and other managers, we can't advise customers properly without current data. What's going on?
- Public reply · Bethan Lister 17 Oct 2025 12:51Hi Neil, I've been looking into this. Our data refresh completed this morning, so the latest orders should be in the system. Can you try searching again now and tell me what you see? I want to make sure I can reproduce the issue before I escalate it to the engineering team. The search should be pulling from the updated data set, so if it's still not working I'll need to dig deeper. Thanks, Bethan
- Internal note · Bethan Lister 17 Oct 2025 16:01Checked load logs, Salesforce connector ran this morning but records indexed stopped increasing. Data sync issue, not display issue. Escalated to Samir in engineering.
- Status change · 31 Oct 2025 23:59