Commercial connector not syncing
Ticketclosed
Ashwell Mercer Interiors · Commercial connector not syncing
Commercial connector stuck in pending status without error messages. Bethan Lister diagnosed the connector needed re-authentication and provided instructions to resolve.
What happened
What this says
As at Fri 9 Oct 2026Commercial connector stuck in pending status without error messages. Bethan Lister diagnosed the connector needed re-authentication and provided instructions to resolve.
Problem: The commercial connector stopped loading data around 15:00 on 7 Oct 2024. No error messages appeared in the UI, only a pending status. The customer had verified their CRM was working. Handling: Bethan identified the connector required re-authentication and provided step-by-step instructions: access connector settings, select re-authenticate, enter current API key. Watch: Resolved through standard connector re-auth procedure. Monitor for similar authentication failures across connectors.
Details
Updated 9 Oct 26Trail
created · Craig Ashwell 7 Oct 2024 16:32Hi, we've had a connector stop loading data and it's blocking our team. The commercial connector hasn't synced since yesterday afternoon. We're onboarding and really need this data flowing. There's no obvious error message on my end. Can you take a look? I've checked the connector settings and they look correct to me.- Public reply · Bethan Lister 7 Oct 2024 19:07Thanks for opening this, Craig. I can pick this up. Just so I've got this right, your commercial connector was syncing fine and then stopped loading data? Can you tell me when exactly you last saw data come in, and what you see in the UI now? Any error messages, or is it just showing no recent loads? Thanks, Bethan
- Public reply · Craig Ashwell 8 Oct 2024 11:58Last data came in yesterday around 15:00. The brain says the last sync was then. In the connector settings it just shows 'pending' with no error message, no timeout. I've checked our CRM side and everything is working fine there. What else can I try?
- Internal note · Bethan Lister 8 Oct 2024 12:06Commercial connector stuck pending since 7 October 2024 15:00. Customer reports CRM is working fine on their end. Need Arjun to check connector logs for auth or timeout errors. Likely needs re-authentication if they've rotated credentials recently.
- Public reply · Bethan Lister 8 Oct 2024 12:31I've looked into this and the connector needs to be re-authenticated. Here's how to fix it: one, click on the commercial connector in your settings; two, select re-authenticate; three, enter your current API key. Try that and tell me if the data starts flowing again. Thanks, Bethan
- Status change · 18 Oct 2024 23:59