CRM connector not syncing new data

Ticketclosed

Ardenmore Pension Administration · CRM connector not syncing new data

Matthew Grice reported the CRM connector had stopped loading new records on 15 Feb 2024 (first response 286 minutes). Callie Brennan traced the authentication failure to an expired API token and regenerated it.

Priority normal

made from

What happened

What this says

Current to 14 Oct 26

Matthew Grice reported the CRM connector had stopped loading new records on 15 Feb 2024 (first response 286 minutes). Callie Brennan traced the authentication failure to an expired API token and regenerated it.

Problem: The CRM connector showed an authentication error and had stopped loading fresh data on 15 Feb 2024, at a time when Ardenmore had expanded its team.

Handling: Callie Brennan responded on 15 Feb 2024 at 15:52 (286 minutes), asked clarifying questions, then identified on 20 Feb 2024 that the connector's API token had expired. She regenerated it and restarted the sync. The ticket closed on 24 Feb 2024.

Watch: This was a routine connector maintenance issue with a prompt fix. The timing coincided with team expansion, suggesting reliance on fresh data was high; no escalation or follow-up complaint was recorded.

AI · claude-haiku-4-5-20251001 · 14 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)286

CSAT5

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Trail

created · Matthew Grice 15 Feb 2024 11:06
Hi, I've noticed that our CRM connector seems to have stopped loading new records. The last refresh looked normal at the time, but I was expecting to see fresh data from today, and it's not there. The connector status page is showing a warning. We've expanded our team to 25 users recently, so we're relying on fresh data more than ever. Can you take a look?
public_reply · Callie Brennan 15 Feb 2024 15:52
Hi Matthew, I'll investigate. Just to confirm - is it the CRM connector specifically? And can you check if there's an error message on the connector status page? That'll help me narrow this down.
public_reply · Matthew Grice 19 Feb 2024 11:38
Yes, it's the CRM connector. The error message just says 'authentication failed'. I've double-checked on our end and nothing's changed with our credentials, so I'm not sure what's happened.
status_change · Callie Brennan 20 Feb 2024 15:17
public_reply · Callie Brennan 20 Feb 2024 15:30
Found it - your API token in the connector had expired. I've regenerated it and the sync is running now. You should see fresh data in the next refresh. Let me know if anything looks off. Thanks, Callie.
status_change · 24 Feb 2024 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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B-Brain 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 brain 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.

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Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain 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-Brain Claude Project, where Claude answers from the same data using the B-Brain 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
BB-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 brain 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.

BB-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Brain is the tool that reads its data.

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