Salesforce connector not syncing
Ticketclosed
Brackwell Freight Ltd: documents · Salesforce connector not syncing
Aisha Rahman reported the Salesforce connector had not synced since the previous morning, though credentials and permissions appeared valid. Bethan Lister confirmed no platform errors and asked Aisha to re-enter credentials, check for changes at Salesforce, and manually trigger a sync.
What happened
What this says
Current to 10 Oct 26Aisha Rahman reported the Salesforce connector had not synced since the previous morning, though credentials and permissions appeared valid. Bethan Lister confirmed no platform errors and asked Aisha to re-enter credentials, check for changes at Salesforce, and manually trigger a sync.
Problem: Aisha noticed the Salesforce connector had stopped refreshing records, with the last update from the previous morning. She verified API credentials and user permissions were valid, but the connector showed as connected without syncing.
Handling: Bethan checked platform logs and found no errors. She asked Aisha to re-enter credentials, check for Salesforce-side changes (firewall rules, IP allowlist, security updates), and manually trigger a sync. First response was reasonable at 142 minutes.
Watch: If this is a connectivity issue at the customer's Salesforce instance, root cause will be on their side. Monitor whether Aisha can resolve this through the suggested steps.
Details
Updated 9 Oct 26Trail
created · Aisha Rahman 11 Nov 2025 17:35Hi, Just flagging an issue with our Salesforce connector. It looks like it hasn't synced since yesterday morning – the last update was around 08:00 yesterday. I've already checked that the API credentials are valid and the user still has the right permissions, and everything looks fine from my end. The connector shows as connected in the brain, but the records aren't refreshing. I've tried disconnecting and reconnecting the connector to see if that would prompt a resync, but it didn't help. Is it me or is there something on your side that might be preventing the sync? I've attached a screenshot of the connector status page so you can see what I'm seeing. Thanks, Aisha- public_reply · Bethan Lister 11 Nov 2025 19:57Hi Aisha, Thanks for reaching out. Just so I've got this right – the Salesforce connector shows as connected but hasn't picked up new records since yesterday morning, and disconnecting and reconnecting didn't help. I've checked our logs and I'm not seeing any errors on the connector. Let me get you to try a couple of things: 1. Go to the connector settings and re-enter the API credentials, even though they look fine 2. Check whether anything has changed on the Salesforce side – any firewall rules, IP allowlists, or security updates in the last day or two 3. Try manually triggering a sync and let me know what you see Once you've tried those, come back and tell me what happens. Thanks, Bethan
- status_change · 17 Nov 2025 23:59