Customer data connector sync stopped
Ticketclosed
Brimscombe Energy · Customer data connector sync stopped
Salesforce connector stopped syncing after customer's routine API key rotation. Bethan Lister identified the cause within hours; customer re-allowlisted the new key and restored sync with manual run.
What happened
What this says
As at Fri 9 Oct 2026Salesforce connector stopped syncing after customer's routine API key rotation. Bethan Lister identified the cause within hours; customer re-allowlisted the new key and restored sync with manual run.
Problem: The Salesforce connector stopped syncing with no error messages. Investigation pinpointed an API key rotation performed by the customer's security team the previous day. Handling: Bethan diagnosed the cause quickly and provided clear resolution path. Customer confirmed with their Salesforce admin and re-allowlisted the app with the new key. Manual sync restored live data on 14 Aug 2026. Watch: Resolved operational incident. Consider recommending proactive notification protocol before security rotations affecting connector credentials.
Details
Updated 9 Oct 26Trail
created · Siân Pritchard 12 Aug 2026 09:20One of our customer data connectors has stopped syncing. The Salesforce connector last updated at 10:30 this morning but hasn't picked up any new records since. The export file is still being generated on their side every fifteen minutes but the brain isn't reading it. No errors in the connector log. All our other sources are still working. This feeds the complaints team's primary view so it's urgent we get it back online.- Public reply · Bethan Lister 12 Aug 2026 12:09Thanks for flagging this, Siân. I've picked this up. Can you tell me: did anything change on the Salesforce side around 10:30 this morning - permissions, export path, file format, anything? Also can you run the test connection on the Salesforce connector and tell me whether it passes?
- Public reply · Siân Pritchard 14 Aug 2026 10:09Right, I've checked with the Salesforce admin. They rotated the API key yesterday morning as part of routine security - that's the culprit. I've asked them to re-add our app to the allowlist with the new key. I'll test once that's done.
- Public reply · Bethan Lister 14 Aug 2026 12:05Perfect, that makes sense. Once they've allowlisted the new key, the connection should re-establish automatically. Have them run a full manual sync if it doesn't kick in within ten minutes, and let me know. Cheers, Bethan
- Public reply · Siân Pritchard 14 Aug 2026 16:55Sorted. The manual sync ran and we're back to live data. Thanks for the quick troubleshooting. Diolch, Siân
- Status change · 18 Aug 2026 23:59