Salesforce connector authentication failed

Ticketclosed

Pentreath Cold Chain · Salesforce connector authentication failed

Salesforce connector stopped loading data after credentials expired. Olivia identified expired API credentials and asked Dan to rotate the key and re-authenticate. Ticket marked closed but evidence does not show completion.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

Salesforce connector stopped loading data after credentials expired. Olivia identified expired API credentials and asked Dan to rotate the key and re-authenticate. Ticket marked closed but evidence does not show completion.

Problem: connector data sync stopped due to Salesforce API credential expiration; customer unaware of the issue since they hadn't made any system changes.

Handling: Olivia diagnosed the expired credentials quickly and instructed the customer to rotate the API key in Salesforce and re-authenticate the connector. No confirmation of completion shown.

Watch: high-impact connector failure. Ticket marked closed but transcript shows no customer confirmation that the API key was rotated and connector restarted successfully.

AI · claude-haiku-4-5-20251001 · as at Fri 9 Oct 2026

AImade from

Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelchat

First response (min)257

CSAT2

Helpdeskmade from

Trail

created · Dan Hosken 1 Jul 2025 09:42
Salesforce connector stopped loading data. Last records came through earlier today but now it's not pulling anything new. We haven't changed anything on our end. Can you check what's happening?
Internal note · Olivia Grant 1 Jul 2025 12:24
Checked connector logs. Salesforce credentials have expired. Customer needs to rotate the API key and re-authenticate the connector on their end.
Public reply · Olivia Grant 1 Jul 2025 13:59
Hi Dan, I've found the issue. Your Salesforce API credentials have expired, so the connector can't authenticate. Can you rotate the API key in Salesforce and then come back to re-authenticate the connector here? It should start loading immediately after. Thanks, Olivia.
Status change · Olivia Grant 4 Jul 2025 17:20
Status change · 8 Jul 2025 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Glass is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

Summary is the landing page: what happened this week, the calls just held and the calls coming up, the risks and the renewals due.
Organisations lists every customer. Open one to see its key facts, the AI assessment and next step, platform usage, the ARR journey, deals, documents, contacts and activity, and the lineage of every block.
Conversations, Commercial, People, News and Documents cut the same data by topic. System explains how the site is built and where each figure comes from.
Every card ends with a small made from link: it opens the lineage explorer focused on that card, so you can walk from the figure down to the raw rows it came from.
Use the sun and moon button at the top right to choose dark or light. Choose your device's own mode again to go back to following the device.

How to ask

Press Ask B (the speech bubble) in the header, or open the Ask B page. Type a question, or pick one of the suggestions.

Ask B sends your question to Claude through the B-Glass connector. Claude answers from the same records as these pages, read-only, and links each claim to its source page.
Find (the box in the header) finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
The same connector works in Claude Desktop or the B-Glass Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	225
People at customers	862
BG-Demo staff records (in post and leavers)	58
Calls	1,995
Email threads	3,013
Support tickets	1,159
Documents	1,218
Deals	315
Invoices	285
Events	49
News items	119

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BG-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Glass is the tool that reads its data.

Who to contact

Email info@b-glass.uk or talk to your B-Glass account team. Tell us the page address and what looked wrong; a screenshot helps.

Help