Connector timing out

Ticketclosed

Lornefield Pensions Administration: documents · Connector timing out

Craig Paterson reported the connector timing out during refresh on 4 Jul 2025. After investigation, the root cause was identified as an API endpoint redeploy on the source system with new rate limits. The customer's IT team added BB-Demo to the allowlist to resolve it.

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What happened

What this says

Current to 10 Oct 26

Craig Paterson reported the connector timing out during refresh on 4 Jul 2025. After investigation, the root cause was identified as an API endpoint redeploy on the source system with new rate limits. The customer's IT team added BB-Demo to the allowlist to resolve it.

Problem: The connector hung during refresh after timing out on payload retrieval, suggesting a source system change.

Handling: Bethan asked about recent deployments. Craig identified an API endpoint redeploy with rate limit changes and coordinated with his IT team to add BB-Demo to the allowlist.

Watch: Resolved. The root cause was external (customer's source system), not a BB-Demo bug. The ticket shows good customer-side troubleshooting and coordination.

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

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Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categoryconnector_sync

Channelemail

First response (min)749

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created · Craig Paterson 4 Jul 2025 10:02
Just to flag - that's the connector timing out again. The refresh started at 23:30 yesterday but it's still hanging. The last payload was at 01:47 this morning, nothing since. I'll keep an eye on it. Regards, Craig
public_reply · Bethan Lister 4 Jul 2025 22:31
Hi Craig, thanks for the information. Can you check whether anything changed with the source system in the last week - any deployments? Thanks, Bethan
public_reply · Bethan Lister 7 Jul 2025 11:47
Any updates on your side?
public_reply · Craig Paterson 7 Jul 2025 13:03
There was a deployment last Tuesday but nothing that would affect the API. I'll check with the team. Regards, Craig
public_reply · Craig Paterson 9 Jul 2025 10:23
Found it - they redeployed the API endpoint and changed rate limits last Tuesday. They're adding us to the allowlist now. Regards, Craig
internal_note · Bethan Lister 9 Jul 2025 11:18
Root cause: API endpoint redeploy. Endpoint team adding customer to allowlist.
status_change · Bethan Lister 28 Jul 2025 15:53
status_change · 1 Aug 2025 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
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Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the brain is built and where each figure comes from.
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Data	Records
Organisations	150
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BB-Demo staff	48
Calls	1,382
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Support tickets	789
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Invoices	187
Events	49
News items	84

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

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