Product usage connector not syncing

Ticketopen

Carrowkeel Software · Product usage connector not syncing

Carrowkeel Software reported product usage connector stopped syncing data around 22 Sep 2026. Bethan Lister first responded in 682 minutes. Siobhán Nolan found error message reporting invalid API key on 25 Sep 2026. Ticket remains open as of 9 Oct 2026.

Priority low

made from

What happened

What this says

As at Fri 9 Oct 2026

Carrowkeel Software reported product usage connector stopped syncing data around 22 Sep 2026. Bethan Lister first responded in 682 minutes. Siobhán Nolan found error message reporting invalid API key on 25 Sep 2026. Ticket remains open as of 9 Oct 2026.

Problem: Connector dead; no product usage data indexed since around 22 Sep 2026. Root cause: invalid API key error reported by customer on 25 Sep 2026.

Handling: Siobhán reported 22 Sep 2026 14:08 via web. Bethan responded in 682 minutes (11.4 hours) on a low-priority connector issue. Siobhán confirmed invalid API key error on 25 Sep 2026. No resolution documented as of 9 Oct 2026.

Watch: Unresolved for extended period. API key issue should have simple resolution (update credentials). Ticket shows support responsiveness gap or customer action delay.

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

AImade from

Details

Updated 9 Oct 26

Prioritylow

Statusopen

Categoryconnector_sync

Channelweb

First response (min)682

Helpdeskmade from

Trail

created · Siobhán Nolan 22 Sep 2026 14:08
One of our connectors has stopped syncing data. We're not seeing updates from our product usage data for a couple of days now. Can you check what's happening?
Public reply · Bethan Lister 23 Sep 2026 01:30
Hi Siobhán, just so I've got this right, your product usage connector has stopped syncing data since a couple of days ago. Can you check the connector settings in the admin panel and tell me if there are any error messages shown?
Public reply · Siobhán Nolan 25 Sep 2026 13:04
Thanks Bethan. I've checked the settings and there's an error message saying the API key is invalid. We haven't changed anything on our side, so not sure what's happening.

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