Salesforce connector not syncing
Ticketclosed
Delancey Haig: documents · Salesforce connector not syncing
Salesforce connector stuck in loading state after customer changed IP allowlist for another integration. BB-Demo sync IP was whitelisted and data flow restored.
What happened
What this says
Current to 11 Oct 26Salesforce connector stuck in loading state after customer changed IP allowlist for another integration. BB-Demo sync IP was whitelisted and data flow restored.
Problem: Salesforce connector stopped syncing while other connectors worked normally. Handling: Support identified that the customer's IP allowlist change for a different integration had blocked BB-Demo's sync IP. Support instructed the customer to whitelist the sync IP in Salesforce settings. Resolution took 14 days as customer's Salesforce admin completed the configuration. Watch: Infrastructure changes on the customer side can silently break connectors without triggering visible errors.
Details
Updated 9 Oct 26Trail
created · Holly Tranter 14 Jul 2025 15:51Hi, We have a connector that's stopped syncing. The status shows it's loading but no records are being pulled in. We haven't made any changes on our side, so I'm not sure what's happened. Other connectors are working. Can you take a look? Thanks, Holly- public_reply · Bethan Lister 14 Jul 2025 20:02Hi Holly, I've picked this up. Just so I've got this right: one of your connectors is stuck in a loading state and no new records are coming through, but the others are fine. Which connector is it? Do you know? Can you also tell me if you've made any changes to that system recently: passwords, IP settings, API access, anything like that? Thanks, Bethan
- public_reply · Holly Tranter 15 Jul 2025 10:17Hi Bethan, It's the Salesforce connector. We made a change to our IP allowlist last week for a different integration. That's the only change I'm aware of recently. Could that be affecting the brain? Holly
- public_reply · Bethan Lister 16 Jul 2025 10:24Hi Holly, Yes, that could be it. The Salesforce connector needs our sync IP whitelisted on your Salesforce side. Can you check your IP allowlist and make sure our sync IP is on it? You can find our IP in Connectors, under Salesforce, in the 'Connection status' section. Once you've added it, try triggering a manual refresh. Let me know how you get on. Thanks, Bethan
- public_reply · Holly Tranter 16 Jul 2025 16:44Hi Bethan, Just confirmed with our Salesforce admin, they've added the IP to the allowlist. The records are now flowing through again. All looks good. Thanks for the help. Holly
- status_change · 1 Aug 2025 23:59