CRM connector authentication issue
Ticketclosed
Brakkevoort Logistics: documents · CRM connector authentication issue
CRM connector stopped pulling data for two days due to authentication failure. Pieter van Dam reported issue on 3 Sep 2025, first response 462 minutes. Resolved by 5 Sep 2025.
What happened
What this says
Current to 11 Oct 26CRM connector stopped pulling data for two days due to authentication failure. Pieter van Dam reported issue on 3 Sep 2025, first response 462 minutes. Resolved by 5 Sep 2025.
Problem: The CRM connector halted pulling shipper account updates. Pieter van Dam confirmed the source system was accessible and working. First response was slow (462 minutes, nearly 8 hours).
Handling: Olivia Grant reviewed integration logs and identified a failed authentication stage. Pieter confirmed the credentials and CRM access worked from their end. The connector resumed flowing on 5 Sep 2025. Pieter noted he did not know what BB-Demo changed but it was resolved quickly after escalation.
Watch: Authentication failure root cause not fully explained to customer; BB-Demo's fix was not explicitly documented. Low priority designation may have contributed to slow first response.
Details
Updated 9 Oct 26Trail
created · Pieter van Dam 3 Sep 2025 12:10We're not getting updates from the CRM connector. The shipper accounts haven't refreshed in a couple of days. I've checked the CRM system and it's running fine. The integration should be pulling in new accounts and updates to ticket statuses. What's going on and what do I need to do to get it flowing again?- public_reply · Olivia Grant 3 Sep 2025 19:52Thanks for reporting this. Just so I've got this right: the CRM connector was pulling fresh data normally until a couple of days ago, and now it's not updating. When you try to reach your CRM system from outside, does it respond normally? And does the service account you gave us for the integration still have active permissions?
- public_reply · Olivia Grant 4 Sep 2025 10:21I've reviewed our integration logs and I'm not seeing any successful connections to your CRM in the last forty-eight hours. The connection appears to be failing at the authentication stage. Can you try connecting to the CRM using the same service account credentials you provided to us?
- public_reply · Pieter van Dam 4 Sep 2025 15:43We've confirmed the CRM system is accessible and the credentials still work. Something must have changed on your end. Is there a firewall issue or a change you've made to how the connector works?
- public_reply · Pieter van Dam 5 Sep 2025 09:16Just tested the connector again this morning and it's flowing now. Not sure what you changed, but the shipper accounts are updating again. Thanks for sorting it quickly.
- status_change · 14 Sep 2025 23:59