Data not refreshing
Ticketclosed
Ardenmore Pension Administration · Data not refreshing
Sukhvinder Dhillon reported CRM data had not updated for several days on 10 May 2024 (first response 19 minutes). Bethan Lister identified that the refresh job had failed due to invalid credentials from a customer security refresh.
What happened
What this says
Current to 14 Oct 26Sukhvinder Dhillon reported CRM data had not updated for several days on 10 May 2024 (first response 19 minutes). Bethan Lister identified that the refresh job had failed due to invalid credentials from a customer security refresh.
Problem: The CRM connector had frozen after Ardenmore's security refresh on 10 May 2024, leaving client-relationship data stale for several days.
Handling: Sukhvinder reported at 15:18 on 10 May 2024; Bethan responded at 15:37 (19 minutes), asking the customer to re-run the connector. The refresh job had failed on 10 May 2024 at 06:47 due to invalid credentials. Sukhvinder confirmed on 13 May 2024 that a security refresh had generated new API credentials. Bethan requested the new credentials and promised the refresh would resume and backfill missed changes.
Watch: This was a routine post-security-refresh credential rotation with a swift resolution path. The ticket closed on 17 May 2024 after credentials were provided.
Details
Updated 9 Oct 26Trail
public_reply · Sukhvinder Dhillon 10 May 2024 10:17Actually, looking more closely, the team tells me they can see the old data when they run queries, but it's not picking up changes we've made to customer records in the last few days. It's like the connector has frozen.- created · Sukhvinder Dhillon 10 May 2024 15:18Hi, our client-relationship team have noticed the CRM data in the brain isn't updating properly. The last refresh seems to have been a few days ago, and nothing has come through since. Could you check the refresh logs?
- public_reply · Bethan Lister 10 May 2024 15:37Thanks for getting in touch. Just so I've got this right: you're not seeing CRM updates in the brain, and the last data you can see is from a few days back. Can you try re-running the brain's CRM connector and let me know what you see in the refresh logs? Thanks, Bethan
- internal_note · Bethan Lister 13 May 2024 10:07Checked logs. Refresh job failed on 10 May 2024 at 06:47. CRM connector credentials invalid, customer rotated API key. Need new credentials to proceed.
- public_reply · Sukhvinder Dhillon 13 May 2024 11:21We did do a security refresh on our CRM system a couple of days ago. We'll have generated new API credentials, do you need us to provide the new key?
- public_reply · Bethan Lister 13 May 2024 14:04Perfect, that makes sense. Yes, please send over the new CRM API credentials and I'll update the connector. Once that's done the refresh should pick up all the changes you made. Thanks, Bethan
- status_change · 17 May 2024 23:59