Salesforce connector stopped syncing
Ticketclosed
Merriott Lyle Distribution · Salesforce connector stopped syncing
Neil Ashworth reported that the Salesforce connector stopped syncing due to an invalid API token. Olivia Grant helped him refresh the token, and syncing resumed with new orders flowing through.
What happened
What this says
Current to 14 Oct 26Neil Ashworth reported that the Salesforce connector stopped syncing due to an invalid API token. Olivia Grant helped him refresh the token, and syncing resumed with new orders flowing through.
Problem: Salesforce connector stalled after an API user token was reset without updating the brain's credentials. Handling: Olivia guided Neil to check the admin panel, identify the authentication error, and obtain a fresh token from Salesforce admin. Neil updated the token in connector settings and the sync resumed. Watch: Consider discussing proactive token rotation with Salesforce admin.
Details
Updated 9 Oct 26Trail
created · Neil Ashworth 31 Mar 2026 10:32Hi, our Salesforce connector stopped syncing new data into the brain. The last successful sync was a couple of days ago, but nothing since then. We've had several new orders come through on the CRM side and they're not showing up in the brain. Can you help us get this back on track?- public_reply · Olivia Grant 31 Mar 2026 23:41Thanks for flagging this. Just so I've got this right, you noticed new CRM records weren't making it through to the brain for the past couple of days. A few questions: when did you last see records sync through? And have you checked the connector settings in the brain admin panel, is there an error message showing?
- public_reply · Neil Ashworth 2 Apr 2026 09:27I've had a look in the admin panel. The last fetch shows around 07:15, and there's an error about authentication: "Invalid API user token". I think someone might have reset the Salesforce API user without updating the token in the brain. Let me check with the team who manages that.
- public_reply · Olivia Grant 7 Apr 2026 12:22That sounds right. The authentication error would definitely block the sync. Once you've got a fresh token from your Salesforce admin, you can update it in the connector settings under System integrations → Salesforce API → Credentials. Paste in the new token and click Verify. That should kick off a fresh sync right away. Give that a go and let me know if you hit any trouble.
- public_reply · Neil Ashworth 7 Apr 2026 14:54Perfect, we've refreshed the token and the connector is syncing again. Just checked and new orders are flowing through now. Thanks, Olivia.
- status_change · 17 Apr 2026 23:59