CRM connector sync stopped
Ticketclosed
Fenmoor Specialty Underwriting: documents · CRM connector sync stopped
CRM connector stopped syncing after Imogen Hartley updated API credentials. Bethan Lister found the credentials weren't validated in the brain and revalidated them; backfill was to complete by 07:00.
What happened
What this says
Current to 10 Oct 26CRM connector stopped syncing after Imogen Hartley updated API credentials. Bethan Lister found the credentials weren't validated in the brain and revalidated them; backfill was to complete by 07:00.
Problem: The CRM connector stopped loading submissions after credentials were rotated as part of a security refresh. Handling: Imogen asked whether credential validation happened automatically or on the next sync. Bethan found the new credentials were not validated after upload and revalidated them manually, restarting the sync. She committed to backfilling missing submissions by the next morning. First response took 918 minutes. Watch: Confirm data backfill completed and syncing is current.
Details
Updated 9 Oct 26Trail
created · Imogen Hartley 18 May 2026 16:35The CRM connector has stopped pulling new submissions. Data in the brain is stale from the last several days. We updated our API credentials as part of a security refresh and pushed the new key and secret to the brain's admin panel, but I suspect they weren't validated properly after the change. The real question is whether the new credentials are working correctly and how soon we can get back to real-time data.- public_reply · Bethan Lister 19 May 2026 07:53Just so I've got this right – the CRM connector stalled after you updated your API credentials. Can you confirm those credentials are still active in your CRM, and let me know if there have been any access policy changes?
- public_reply · Imogen Hartley 21 May 2026 10:04Yes, credentials are active in the CRM. When we uploaded them to the brain's admin panel, did your system validate the connection immediately, or does validation happen on the next sync run? I want to know whether we need to manually force a revalidation or if it happens automatically.
- public_reply · Bethan Lister 26 May 2026 16:00Found it – your new credentials weren't validated in our system after you uploaded them. I've revalidated them now and the connector's pulling live data. We'll backfill the missing submissions, complete by 07:00 tomorrow. Can you confirm you're seeing fresh updates now? Cheers, Bethan
- status_change · 8 Jun 2026 23:59