CRM connector stopped syncing
Ticketclosed
Lindqvarn Retail: documents · CRM connector stopped syncing
CRM connector stopped syncing after the customer's CRM admin rotated the API key. Olivia Grant guided Linnea Holm to update credentials in the admin panel.
Priority normal
What happened
What this says
Current to 11 Oct 26CRM connector stopped syncing after the customer's CRM admin rotated the API key. Olivia Grant guided Linnea Holm to update credentials in the admin panel.
Problem: CRM connector syncing until it stopped overnight with no customer-side changes; new records not flowing. Handling: Olivia asked about connector status and sync logs. Linnea found a permission error. Olivia explained this usually means credential rotation on the CRM side. Linnea confirmed the API key had been rotated, obtained the new key and updated credentials.
Details
Updated 9 Oct 26Prioritynormal
Statusclosed
Categoryconnector_sync
Channelemail
First response (min)244
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created · Linnea Holm 25 Jul 2025 17:18Our CRM connector has stopped syncing data. Last successful update was around midday yesterday, and no new records have been added since then. We haven't made any changes to the CRM itself. Could you help us identify what's gone wrong and get the connector back online?- public_reply · Olivia Grant 25 Jul 2025 21:22Thanks for letting me know. Just to confirm: the connector was syncing fine until yesterday afternoon, and now it's not pulling in new records? Can you log into the admin panel and check if the connector still shows as active? Also take a look at the sync logs for any error messages. That should help us identify what's happening.
- public_reply · Linnea Holm 28 Jul 2025 13:30I've checked the admin panel. The connector shows active, but the sync logs are showing a permission error: 'Access denied to API endpoint'. We haven't changed any API credentials on our side.
- public_reply · Olivia Grant 28 Jul 2025 14:46That permission error is the cause. It usually means the CRM has tightened access or rotated a token. Can you check with your CRM admin to confirm that the API credentials we're using are still valid? Once they confirm, we can test the connector from our end.
- public_reply · Linnea Holm 29 Jul 2025 14:10The CRM admin has confirmed the API key was rotated yesterday. They've provided a new one. We're updating the credentials in the BB-Demo admin panel now and will test the sync.
- status_change · 12 Aug 2025 23:59
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