Salesforce connector sync issue
Email thread Maelbeek Assurances: documents · support
Thomas Janssens reports the Salesforce connector stopped loading new records about a week before 10 Sep 2026. A refreshed API key did not help. Bethan Lister suspects a firewall change; no customer reply to that request is in the thread.
What was said
What this says
Current to 11 Oct 26Thomas Janssens reports the Salesforce connector stopped loading new records about a week before 10 Sep 2026. A refreshed API key did not help. Bethan Lister suspects a firewall change; no customer reply to that request is in the thread.
Ask: Thomas confirmed the sync stopped and that refreshing the API key did not fix it. He says the credentials have not changed on the Salesforce side.
Customer view: He is cooperative and asks what to try next. The last message is from Bethan on 16 Sep 2026 asking his IT team to check for network changes, with no customer response after it.
Next: Bethan will escalate to the platform team once a firewall change is ruled out. A connector that has stopped loading means a stale brain for the customer.
The thread
Updated 9 Oct 26Messages
Bethan Lister 10 Sep 2026 16:04Hi Thomas, Just so I've got this right: you're seeing that your Salesforce connector stopped syncing new records about a week ago, is that correct? When was the last successful load? Can you try refreshing the API key on your end and we'll see if that clears it? Thanks, Bethan
Thomas Janssens 11 Sep 2026 13:43Hi Bethan, Yes, that's the issue. The sync stopped about a week ago. I've refreshed the API key as you suggested, but it's still not picking up new records. The credentials haven't changed on our Salesforce side. What should I try next? Thomas- Bethan Lister 16 Sep 2026 11:47Hi Thomas, I've looked at the logs on our end and I can see the auth is timing out. This usually means a firewall rule changed. Can you check with your IT whether any recent network changes went live? Once we rule that out, I'll escalate to the platform team. Thanks, Bethan