Client records not updating overnight
Ticketclosed
Delancey Haig: documents · Client records not updating overnight
Holly reported the nightly CRM sync did not complete after a large batch load; refresh timed out around 06:30. Connor identified the batch size exceeded the connector configuration capacity and adjusted sync parameters to handle larger volumes.
What happened
What this says
Current to 12 Oct 26Holly reported the nightly CRM sync did not complete after a large batch load; refresh timed out around 06:30. Connor identified the batch size exceeded the connector configuration capacity and adjusted sync parameters to handle larger volumes.
Problem: Customer loaded approximately two hundred new records and updated about five hundred existing ones overnight; the nightly sync timed out around 06:30 and did not complete. Handling: Connor checked the logs, identified that the batch size exceeded the current connector configuration capacity, and escalated to Samir for review. He then adjusted the sync timeout to allow for larger batches and asked Holly to test with another load. Watch: This architecture issue will recur unless batch size limits or guidance is documented.
Details
Updated 9 Oct 26Trail
created · Holly Tranter 8 Jul 2025 15:19We ran a batch of client data through our CRM last night and expected it to show in the brain this morning, but it's still showing the old records from yesterday. The nightly sync should have refreshed by 07:00 but the data looks stale. Can you check what happened?- public_reply · Connor Webb 8 Jul 2025 17:54Hi Holly, Thanks for reporting this. I've checked the nightly sync logs and I can see the job started but didn't complete, it timed out around 06:30 this morning. I'm looking into the cause now. Can you tell me roughly how many client records you loaded last night? Thanks, Connor
- internal_note · Connor Webb 10 Jul 2025 11:35Found it. The batch size was too large for the current connector config. Flagged this with Samir for a review of the sync parameters. This will happen again unless we adjust the batch size or increase the timeout. Holding the ticket open until we have a fix.
- public_reply · Holly Tranter 10 Jul 2025 12:30We loaded approximately two hundred new records and updated about five hundred existing ones.
- public_reply · Connor Webb 10 Jul 2025 14:41Thanks for that. I've adjusted the sync timeout on your connector to allow for larger batches. Your nightly job should complete now even with those volumes. Can you try another data load tonight and let me know if it syncs properly? Thanks, Connor
- status_change · 14 Jul 2025 23:59