Salesforce connector not syncing
Ticketclosed
Ardenmore Pension Administration · Salesforce connector not syncing
Salesforce connector stopped syncing new records, leaving the brain with stale data from weeks earlier. BB-Demo found an expired auth token, refreshed it, and restored the sync.
What happened
What this says
Current to 13 Oct 26Salesforce connector stopped syncing new records, leaving the brain with stale data from weeks earlier. BB-Demo found an expired auth token, refreshed it, and restored the sync.
Problem: Harjit Bains reported that new records added to Salesforce weren't appearing in the brain; the system was showing data from weeks earlier. Salesforce was healthy on the customer's side.
Handling: Bethan Lister checked logs and identified an expired authentication token on Wednesday. She refreshed it and the connector resumed syncing. The customer confirmed new records were flowing through again.
Watch: Four days elapsed between problem report and resolution.
Details
Updated 9 Oct 26Trail
created · Harjit Bains 30 Sep 2024 10:13Hi, we've noticed that the Salesforce connector seems to have stopped loading new records over the past day or so. The brain is showing data from a few weeks ago, but we're not seeing any of the new client meetings we've added in the system. Everything is working fine on the Salesforce side - credentials haven't changed and the system is healthy. Can you look into what might be blocking the sync?- public_reply · Bethan Lister 1 Oct 2024 01:47Hi Harjit, I've picked this up. Can you tell me when you last saw a successful sync? I'll check the logs on our end and see if there's an obvious issue.
- public_reply · Harjit Bains 2 Oct 2024 12:45Thanks Bethan. Looking back at our records, the last sync completed on Tuesday morning around 08:00. Since then, nothing. I've also checked with Salesforce to make sure nothing changed on their side.
- public_reply · Bethan Lister 4 Oct 2024 10:32Thanks for that. I've reviewed the logs and found the issue - looks like an authentication token expired on Wednesday. I've refreshed it on our end and the connector should now be back in sync. Can you try that and tell me what you see?
- public_reply · Harjit Bains 8 Oct 2024 11:26Perfect, that's done it. I can see new records are flowing through again. Really appreciate the quick turnaround on this.
- status_change · 18 Oct 2024 23:59