Connector won't re-sync after system changes

Ticketclosed

Kelvinhaugh Pension Services · Connector won't re-sync after system changes

Accounting system connector stopped syncing after customer backend platform upgrade. Olivia Grant helped diagnose API credential rotation issue.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

Accounting system connector stopped syncing after customer backend platform upgrade. Olivia Grant helped diagnose API credential rotation issue.

Problem: Ailsa Dunlop reported accounting system connector stopped syncing two days after platform upgrade. Handling: Olivia responded within 446 minutes (7+ hours; late for the SLA) and asked for details on backend changes. Ailsa clarified that platform upgrade required API credential regeneration, which she applied to connector settings, but sync had not restarted. Olivia provided next troubleshooting steps (reconnect trigger). Watch: Long first response time. Ticket closed after 9 days, suggesting delayed customer action or extended troubleshooting needed.

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

AImade from

Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelchat

First response (min)446

CSAT2

Helpdeskmade from

Trail

created · Ailsa Dunlop 20 Nov 2025 14:12
Hi, one of our connectors stopped syncing after we made some changes to our backend system. We've checked the connection settings and they look right, but it's still not pulling data. The last sync was two days ago. Can you help us get this running again? We need the data to flow through so the teams can keep using the brain.
Public reply · Olivia Grant 20 Nov 2025 21:38
Hi Ailsa, I've picked this up. Which connector has stopped syncing? What changes did you make to your backend system: did you change a password, update an IP allowlist, or something else? Once I know what happened, I can help you check the connection. Olivia
Public reply · Ailsa Dunlop 21 Nov 2025 10:52
It's the accounting system connector. We upgraded the platform last week and had to regenerate all the API credentials as part of it. I updated the connector settings with the new credentials yesterday, but the sync still hasn't restarted. Is there something else we need to do to trigger it to run?
Status change · Olivia Grant 25 Nov 2025 15:12
Status change · 29 Nov 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