Submissions connector not loading new records
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Fenmoor Specialty Underwriting: documents · Submissions connector not loading new records
Submissions connector stopped loading new records when the API key expired at the source system. Bethan Lister guided Callum Reid through renewing the key and verifying the connection, which restored data flow.
What happened
What this says
Current to 10 Oct 26Submissions connector stopped loading new records when the API key expired at the source system. Bethan Lister guided Callum Reid through renewing the key and verifying the connection, which restored data flow.
Problem: The submissions connector had stopped syncing new records. Callum checked the connector dashboard and found the API key had expired on the source system, not in BB-Demo.
Handling: Bethan walked through checking sync status, obtaining a new key, updating it in the connector settings, and running a test connection. The next scheduled refresh at 07:00 brought through fresh records.
Watch: Routine connector maintenance where the source system controls key rotation. This customer has good operational awareness.
Details
Updated 9 Oct 26Trail
created · Callum Reid 30 Apr 2025 13:13Our submissions connector is not updating. It was syncing fine until a couple of days ago but now I'm not getting any new records. I've checked the connector dashboard and it looks like it's running but the records aren't coming through. Can you have a look?- public_reply · Bethan Lister 30 Apr 2025 18:09Hi Callum, Can you try a couple of things? Go to Settings > Connectors > Submissions and check the sync status – is it showing an error? Verify the account or API key you use there is still valid – sometimes systems rotate keys on their end and that breaks the sync. Let me know what you find. Thanks, Bethan
- public_reply · Callum Reid 2 May 2025 13:35Checked the sync status and there's no error showing. But I tried the API key in the system it came from and it's expired – that's on them, not us. I've asked for a new one. Should have it by end of day. Callum
- public_reply · Bethan Lister 6 May 2025 10:10Thanks for checking that. Just so I've got this right – once you have the new key, the next steps are to go into Connectors and click Edit on the submissions connector. Paste the new API key into the auth field. Click Test Connection – it should succeed. Then Save. The next scheduled sync is at 07:00 customer local time, so you'll see fresh records come through then. Once you've updated it, can you let me know so I can keep an eye on the sync? Thanks, Bethan
- public_reply · Callum Reid 7 May 2025 14:04Updated the key and tested the connection – works fine. New records came through this morning. Looks good. Callum
- status_change · 17 May 2025 23:59