Connector sync issue

Ticketclosed

Kingdon Diagnostics · Connector sync issue

Kingdon Diagnostics reported the Salesforce connector stopped syncing records on 25 Nov 2025. Connector showed authentication errors. Root cause was an API key rotation not reflected in connector config. Resolved 11 Dec 2025.

Priority low

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What happened

What this says

As at Fri 9 Oct 2026

Kingdon Diagnostics reported the Salesforce connector stopped syncing records on 25 Nov 2025. Connector showed authentication errors. Root cause was an API key rotation not reflected in connector config. Resolved 11 Dec 2025.

Problem: Connector dead with authentication error and no records indexed since the failure date. Root cause: API key rotated but connector config not updated.

Handling: Bethan Lister first response in 583 minutes (about 9.7 hours). Leanne Armstrong confirmed the cause. Resolution took 16 days from creation to solved date.

Watch: Long resolution time suggests delayed customer action or backend work. Connector sync issues tied to customer system changes need proactive credential management.

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

Channelweb

First response (min)583

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Trail

created · Leanne Armstrong 25 Nov 2025 11:54
One of our connectors appears to have stopped loading records. The last sync was at 14:30 on 25 Nov 2025. The logs show 'authentication failed' but we haven't changed anything on our end. Can you take a look?
Public reply · Bethan Lister 25 Nov 2025 21:37
Just so I've got this right, the connector failed with an authentication error around 14:30. Can you tell me which system it connects to, and whether you've made any recent changes to the credentials? Thanks, Bethan
Public reply · Leanne Armstrong 27 Nov 2025 10:23
It's the Salesforce connector. We rotated our API key last week, but the connector config should have been updated. Let me check with our admin.
Status change · Bethan Lister 11 Dec 2025 17:07
Status change · 15 Dec 2025 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