Connector sync, records not updating
Ticketclosed
Kesselfeld Software · Connector sync, records not updating
Tim Schröder reported that one connector had stopped syncing new records for several weeks. Olivia Grant investigated and identified likely credential or permission changes on the customer's source system.
What happened
What this says
As at Fri 9 Oct 2026Tim Schröder reported that one connector had stopped syncing new records for several weeks. Olivia Grant investigated and identified likely credential or permission changes on the customer's source system.
Problem: A connector had not synced new records for weeks, meaning the brain's data was becoming stale. Handling: Olivia Grant reviewed the sync logs and identified that the connector was not erroring but simply not picking up new records, pointing to a credentials or permissions change on the customer's side. She asked Tim to check for recent changes. Watch: This is a data freshness issue that degrades the brain's value if unresolved. The slow first response (737 minutes) and extended resolution time are concerning.
Details
Updated 9 Oct 26Trail
created · Tim Schröder 17 Aug 2026 10:55We've noticed one of our connectors isn't syncing anymore, it's been stuck on the same set of records for weeks. I checked our system on the source side and nothing's obviously broken. Can you investigate?- Internal note · Olivia Grant 17 Aug 2026 13:39Tim reports connector stalled on same records for weeks. Need to check logs and source auth. Likely a permission or credential issue after recent changes on their system.
- Public reply · Olivia Grant 17 Aug 2026 23:12Hi Tim, I've looked at the sync logs. The connector isn't erroring, it's just not picking up new records from your source. This usually means the credentials or permissions have changed on your side. Can you check whether anything was updated in your system recently? Thanks, Olivia
- Status change · 18 Sep 2026 23:59