Orders connector not syncing

Ticketclosed

Thackwray Logistics · Orders connector not syncing

Orders connector stopped syncing, blocking a client review. Error logs showed access denied. Root cause: e-commerce platform reset credentials without notice. Josh re-authorised and connector resumed syncing.

Priority high

made from

What happened

What this says

Current to 13 Oct 26

Orders connector stopped syncing, blocking a client review. Error logs showed access denied. Root cause: e-commerce platform reset credentials without notice. Josh re-authorised and connector resumed syncing.

Problem: Orders connector failed with access denied error, blocking upcoming client review. High priority assigned. Handling: Connor worked with Kelly and Josh to diagnose. Josh checked platform logs and found the platform team had reset API credentials without notifying the customer. Josh re-authorised in the connector immediately. Connor confirmed clean sync and all set for the client review. Resolved in 4 days; external root cause identified and remedied quickly.

AI · claude-haiku-4-5-20251001 · 13 Oct 2026

AImade from

Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)71

CSAT5

Helpdeskmade from

Trail

created · Kelly Swainston 4 Jul 2025 10:50
The orders connector has stopped loading records. It last ran successfully a couple of days ago, but the latest sync has failed. Our team hasn't changed anything. We need this back up for a client review. Can you help?
public_reply · Connor Webb 4 Jul 2025 12:01
Just so I've got this right, the orders connector stopped syncing records and you've got a client review coming up. Which system does this connector pull from, and can you check the error logs on your end? Thanks, Connor
public_reply · Kelly Swainston 7 Jul 2025 15:53
It connects to the e-commerce platform. The logs show 'access denied' but nothing's changed in our access settings. Josh is checking with the platform team now.
public_reply · Kelly Swainston 8 Jul 2025 11:20
Josh has confirmed, the platform team reset our credentials last week and didn't tell us. He's re-authorised the connector.
internal_note · Connor Webb 8 Jul 2025 11:29
Customer found the root cause, platform reset their API credentials. Josh re-authorised. Testing sync now.
status_change · Connor Webb 8 Jul 2025 12:05
public_reply · Connor Webb 8 Jul 2025 15:31
Perfect, the connector is syncing cleanly again and you're all set for the client review. Let me know if you hit any other issues. Thanks, Connor
status_change · 12 Jul 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Built by site/build_site.py from the site tree, 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. Type a question, or pick one of the examples.

Search finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
Ask Claude copies your question and opens the B-Glass Claude Project, where Claude answers from the same data using the B-Glass tools and cites the pages it used.

The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff	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 support@b-glass.example or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help