CRM connector not updating

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Pentreath Cold Chain: documents · CRM connector not updating

The CRM connector stopped syncing order data due to CRM API timeouts. Bethan increased the timeout window and restarted the sync, but the underlying issue appears to be CRM performance rather than a permanent fix.

Priority normal

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What happened

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Current to 11 Oct 26

The CRM connector stopped syncing order data due to CRM API timeouts. Bethan increased the timeout window and restarted the sync, but the underlying issue appears to be CRM performance rather than a permanent fix.

Problem: CRM orders data stopped loading mid-morning. Bethan identified that the CRM API was timing out on the orders endpoint. Handling: She increased the timeout window from 30 to 60 seconds and restarted the sync, but an internal note warns this is a workaround only and suggests a CRM performance problem. Watch: This is a data freshness risk. If CRM performance remains poor, future syncs will fail silently and the brain will go stale.

AI · claude-haiku-4-5-20251001 · 11 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)370

CSAT2

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created · Kerensa Trelease 19 Mar 2024 11:56
The CRM connector stopped syncing mid-morning. I'm seeing the last refresh was at 08:00 and nothing since then. The orders data isn't coming through. Can you check what's happened?
public_reply · Kerensa Trelease 19 Mar 2024 12:06
I've checked the CRM end. No changes on our side. The connector should still work. Let me know what you see in the logs.
public_reply · Bethan Lister 19 Mar 2024 18:06
I can see a sync error starting at 08:15. The CRM API is returning a timeout on the orders endpoint. This might be your system's issue rather than ours, but let me dig deeper.
public_reply · Bethan Lister 20 Mar 2024 11:56
The CRM's orders API seems to be slow today. I've adjusted our timeout window and restarted the sync. It's running now. Can you check if the orders are loading?
public_reply · Kerensa Trelease 22 Mar 2024 09:05
Orders are loading now but it took longer than it should have. What exactly was the issue on your end?
internal_note · Bethan Lister 22 Mar 2024 10:59
CRM API timeout issue. Increased our timeout window from thirty seconds to sixty seconds. Not a permanent fix. Suggests CRM performance problem. Joel to monitor and escalate if it happens again.
status_change · Bethan Lister 28 Mar 2024 16:36
status_change · 1 Apr 2024 23:59

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