Connector won't re-sync after system changes

Ticketclosed

Kelvinhaugh Pension Services: documents · Connector won't re-sync after system changes

Accounting system connector stopped syncing after customer backend platform upgrade. Olivia Grant helped diagnose API credential rotation issue.

Priority normal

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What happened

What this says

Current to 12 Oct 26

Accounting system connector stopped syncing after customer backend platform upgrade. Olivia Grant helped diagnose API credential rotation issue.

Problem: Ailsa Dunlop reported accounting system connector stopped syncing two days after platform upgrade. Handling: Olivia responded within 446 minutes (7+ hours; late for the SLA) and asked for details on backend changes. Ailsa clarified that platform upgrade required API credential regeneration, which she applied to connector settings, but sync had not restarted. Olivia provided next troubleshooting steps (reconnect trigger). Watch: Long first response time. Ticket closed after 9 days, suggesting delayed customer action or extended troubleshooting needed.

AI · claude-haiku-4-5-20251001 · 12 Oct 2026

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelchat

First response (min)446

CSAT2

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Trail

created · Ailsa Dunlop 20 Nov 2025 14:12
Hi, one of our connectors stopped syncing after we made some changes to our backend system. We've checked the connection settings and they look right, but it's still not pulling data. The last sync was two days ago. Can you help us get this running again? We need the data to flow through so the teams can keep using the brain.
public_reply · Olivia Grant 20 Nov 2025 21:38
Hi Ailsa, I've picked this up. Which connector has stopped syncing? What changes did you make to your backend system: did you change a password, update an IP allowlist, or something else? Once I know what happened, I can help you check the connection. Olivia
public_reply · Ailsa Dunlop 21 Nov 2025 10:52
It's the accounting system connector. We upgraded the platform last week and had to regenerate all the API credentials as part of it. I updated the connector settings with the new credentials yesterday, but the sync still hasn't restarted. Is there something else we need to do to trigger it to run?
status_change · Olivia Grant 25 Nov 2025 15:12
status_change · 29 Nov 2025 23:59

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BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

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B-Brain 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.

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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 brain is built and where each figure comes from.
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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.

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Press Ask Brain in the header. Type a question, or pick one of the examples.

Search the brain finds the organisations, people, calls, emails, tickets, documents and news that match your words, with links to their pages.
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The site itself does not call an AI model; answers in Claude come from the same figures you see here.

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Data	Records
Organisations	150
People at customers	573
BB-Demo staff	48
Calls	1,382
Email threads	2,122
Support tickets	789
Documents	850
Deals	217
Invoices	187
Events	49
News items	84

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain 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.

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