Connector authentication failed, CRM not loading

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Tilden Marsh Logistics · Connector authentication failed, CRM not loading

Angela Kowalski reported CRM connector error preventing data load immediately after implementation. Bethan Lister diagnosed an expired authentication token on the customer's CRM that needed manual refresh. Resolved by customer action.

Priority high

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What happened

What this says

As at Fri 9 Oct 2026

Angela Kowalski reported CRM connector error preventing data load immediately after implementation. Bethan Lister diagnosed an expired authentication token on the customer's CRM that needed manual refresh. Resolved by customer action.

Problem: CRM connector failed immediately after implementation, blocking data flow. Root cause: authentication token expired and was not set to auto-refresh (customer's CRM side, not BG-Demo's). Handling: Support diagnosed quickly, explained clearly, and guided the customer to regenerate the token. Watch: Post-implementation service calls can worry new customers; swift diagnosis and clear guidance build confidence.

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

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Details

Updated 9 Oct 26

Priorityhigh

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)66

CSAT5

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Trail

Internal note · Bethan Lister 17 Mar 2026 09:53
Checked Tilden's CRM config. Auth token expired overnight, not set to auto-refresh. This is on the customer's CRM side, not ours. Loop in Ewan before closing.
created · Angela Kowalski 17 Mar 2026 11:16
Our CRM connector shows an error and isn't loading any data. The implementation team set it up yesterday. What do I need to check?
Public reply · Bethan Lister 17 Mar 2026 12:22
Hi Angela, I've found the issue. Your CRM's authentication token expired. This happens when a token isn't set to auto-refresh. You'll need to log into your CRM settings and regenerate the token, then come back and update it here. Once you've done that, we'll see data flow in. Let me know once it's done and I can check the logs.
Status change · Bethan Lister 23 Mar 2026 15:26
Status change · 27 Mar 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.

Help