Salesforce connector not syncing data

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Fenmoor Specialty Underwriting: documents · Salesforce connector not syncing data

The Salesforce connector stopped syncing submissions data due to an expired API key. Bethan Lister resolved it by validating a new key from the customer's vault and restarted the sync.

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What happened

What this says

Current to 10 Oct 26

The Salesforce connector stopped syncing submissions data due to an expired API key. Bethan Lister resolved it by validating a new key from the customer's vault and restarted the sync.

Problem: The Salesforce connector failed to authenticate and stopped loading submissions data, affecting daily capacity-provider reporting. Handling: Bethan checked the logs and found the stored API key had expired. She validated a new key from the customer's vault and restarted the refresh, confirming the sync was running within two hours. First response took 252 minutes. Watch: Ensure submissions data catches up from the sync pause.

AI · claude-haiku-4-5-20251001 · 10 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelchat

First response (min)252

CSAT1

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created · Callum Reid 3 Dec 2025 11:24
The Salesforce connector has stopped loading. Our submission records in the brain aren't updating – we haven't had fresh data in a couple of days now. I've checked and Salesforce itself is working fine on our end. This is affecting all the submission records and we need current data for the capacity provider queries.
public_reply · Callum Reid 3 Dec 2025 13:46
Just to add – it's pretty urgent. The capacity providers are asking for oversight and we can't give them anything without current submission data. By when can you get this sorted?
public_reply · Bethan Lister 3 Dec 2025 14:44
Hi Callum, I've just picked this up. The logs show the Salesforce connector failed to authenticate yesterday morning. Can you check on your end – have the API permissions changed recently, or has anyone reset the connector credentials? I also need to confirm which email address the connector uses. Thanks, Bethan
public_reply · Bethan Lister 3 Dec 2025 15:36
I think I've found it – the stored API key expired yesterday. I've kicked off a refresh with a new key from your vault. It's syncing now. Can you check in ten minutes and let me know if the submission data is coming through again? Thanks, Bethan
status_change · Bethan Lister 12 Dec 2025 11:37
status_change · 16 Dec 2025 23:59

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