HR connector stopped loading

Ticketclosed

Ardenmore Pension Administration · HR connector stopped loading

Matthew Grice reported the HR data connector stopped syncing hours after setup on 25 Sep 2023. Callie Brennan identified expired API credentials and restarted the sync within 55 minutes.

Priority urgent

made from

What happened

What this says

As at Fri 9 Oct 2026

Matthew Grice reported the HR data connector stopped syncing hours after setup on 25 Sep 2023. Callie Brennan identified expired API credentials and restarted the sync within 55 minutes.

Problem: The HR connector stopped loading records hours after initial setup on 25 Sep 2023, blocking data needed for trustee reporting.

Handling: Callie Brennan responded on 25 Sep 2023 at 15:52 (55 minutes), identified that the API credentials had expired (a known early-activation issue), refreshed them and restarted the sync. Matthew was told to expect data within 10 minutes.

Watch: This was a routine setup issue with a swift resolution. No follow-up complaints were recorded. The incident shows the value of proactive monitoring and rapid diagnosis.

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

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Details

Updated 9 Oct 26

Priorityurgent

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)55

Helpdeskmade from

Trail

Internal note · Callie Brennan 25 Sep 2023 09:53
Checking Ardenmore HR connector. Initial refresh stalled. Need to verify credentials and field mapping.
Public reply · Matthew Grice 25 Sep 2023 14:43
Our HR data has stopped loading. Can someone look into this urgently? We need it for our trustee reporting.
created · Matthew Grice 25 Sep 2023 14:57
The HR data connector has stopped syncing. We set it up this morning and it worked through lunchtime, but now the records aren't updating. We need this data for trustee reporting. Can you check what's gone wrong?
Public reply · Callie Brennan 25 Sep 2023 15:52
Hi Matthew, I've identified the issue. The HR API credentials we set up this morning expired, this can happen if they're not activated within a few hours. I've refreshed them and restarted the sync. You should see records coming through in the next 10 minutes. I'm monitoring it. Thanks, Callie
Status change · Callie Brennan 25 Sep 2023 16:26
Status change · 29 Sep 2023 23:59

Helpdeskmade from

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.

Help