Brain data not refreshing
Ticketclosed
Brimscombe Energy · Brain data not refreshing
Lee Hathaway reported that customer dashboards were showing outdated records hours after a Salesforce sync completed. Kate Ormerod identified a schema change in the CRM that may have dropped fields from the index.
What happened
What this says
As at Fri 9 Oct 2026Lee Hathaway reported that customer dashboards were showing outdated records hours after a Salesforce sync completed. Kate Ormerod identified a schema change in the CRM that may have dropped fields from the index.
Problem: Dashboards remained stale three hours after sync completed, blocking sales team. Handling: Kate confirmed the connector loaded successfully but found a schema change in the customer's Salesforce around 07:30 that morning. She asked the customer to confirm the change and identify affected fields. Watch: Data freshness complaint from key business team; monitor whether schema change explanation resolves concern.
Details
Updated 9 Oct 26Trail
created · Lee Hathaway 14 Apr 2026 11:43The data in the brain isn't updating with the latest records from our CRM. The sync ran this morning but I'm still seeing yesterday's information when I query. The sales team is using stale numbers in their dashboards. Is this a known issue?- Public reply · Lee Hathaway 14 Apr 2026 12:23I should mention that multiple team members are reporting the same thing: the brain dashboards haven't updated despite the CRM sync completing. It's been about three hours now. Could this be something on our side or is there an issue with the connector?
- Public reply · Kate Ormerod 14 Apr 2026 15:05Hi Lee, thanks for flagging this. I've checked the refresh logs and the Salesforce connector did load successfully this morning at 08:17. The records indexed count shows the new records came through. Can you try a hard refresh in your browser and let me know if the dashboards update? Sometimes the cache needs clearing.
- Public reply · Kate Ormerod 14 Apr 2026 19:17I've found something in our logs. The refresh completed on time this morning, but there was a schema change in your Salesforce environment around 07:30 that might have caused some fields to drop out of the index. This would explain the apparent staleness. I'll need you to check with your data team about what changed in the CRM, and then we can reindex the affected fields.
- Public reply · Lee Hathaway 16 Apr 2026 11:26I've checked with our data platform lead and he says the schema change was minor, just two new custom fields that shouldn't affect the main queries. He's reviewed the load history from Friday and it all looks clean. Is there something else we should be looking at? The business team needs an update.
- Status change · 26 Apr 2026 23:59