Nightly refresh not completing

Ticketclosed

Hartside Student Living · Nightly refresh not completing

Bethany Cole reported dashboards had not updated after an overnight refresh failed on 21 Jul 2026. Kate Ormerod identified a platform-wide connector timeout and escalated to engineering.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Bethany Cole reported dashboards had not updated after an overnight refresh failed on 21 Jul 2026. Kate Ormerod identified a platform-wide connector timeout and escalated to engineering.

Problem: Nightly refresh for Hartside's university partnership dashboards failed on 21 Jul 2026, leaving data stale hours before a partner call. Bethany flagged the urgency at 11:29.

Handling: Kate Ormerod responded at 11:45 (94 minutes into the incident), confirmed the stall and escalated to engineering, promising an update within the hour. An internal note identified the root cause as a data connector timeout, with data current as of the previous morning.

Watch: This appeared to be a brief platform incident affecting multiple customers. The ticket closed on 28 Jul 2026.

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

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categorydata_freshness

Channelemail

First response (min)94

CSAT5

Incidentinc_2026_07_refresh

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Trail

created · Bethany Cole 21 Jul 2026 10:11
Our dashboards haven't updated since yesterday. The refresh should have run last night but it hasn't come through. All the university partnership dashboards are showing stale data. Can you check what happened?
Public reply · Bethany Cole 21 Jul 2026 11:29
This is urgent, my team's got a call with one of our university partners in a couple of hours and they'll be expecting fresh data. Is there a platform issue?
Public reply · Kate Ormerod 21 Jul 2026 11:45
Hi Bethany, I can see your refresh is stalled. We're looking at a platform issue that's affected several customers this morning. I'm bringing our engineering team in now. I'll update you within the hour.
Internal note · Kate Ormerod 21 Jul 2026 11:58
Linked to inc_2026_07_refresh. Refresh logs show timeout on the data connector. Escalating to engineering. Data is current as of yesterday morning.
Status change · Kate Ormerod 24 Jul 2026 12:07
Status change · 28 Jul 2026 23:59

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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.

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