Connector – Salesforce not syncing
Ticketclosed
Hollins Tarrant: documents · Connector – Salesforce not syncing
Jenna Price reported no new records from Salesforce for days. Bethan Lister found the auth token had expired in early January; refreshing it and restarting the connector restored the sync.
What happened
What this says
Current to 10 Oct 26Jenna Price reported no new records from Salesforce for days. Bethan Lister found the auth token had expired in early January; refreshing it and restarting the connector restored the sync.
Problem: Salesforce connector stopped pulling new records; last data from two weeks prior. Handling: Bethan reviewed logs and diagnosed the root cause: auth token expired in early January. Refreshing the token and restarting the connector restored data flow. First response was slow (884 minutes) but diagnosis and fix were prompt once engaged. Data was stale for weeks before being reported.
Details
Updated 9 Oct 26Trail
created · Jenna Price 24 Jan 2025 15:01Hi, we've noticed that our Salesforce connector hasn't pulled any new records for the last few days. The brain's not showing any updates from the CRM since around last week. Can you check what's happening with the sync?- public_reply · Bethan Lister 25 Jan 2025 05:45Hi Jenna, thanks for reporting that. Just so I've got this right – the Salesforce connector is connected but it's not pulling new or updated records? When did you last see fresh data in the brain? And have you made any changes to your Salesforce instance recently – new fields, custom objects, anything like that? Cheers, Bethan.
- public_reply · Jenna Price 27 Jan 2025 09:58Sorry for the slow reply, the team's stretched at the moment. Looking back, the last update was a couple of weeks ago. We haven't changed anything on the Salesforce side that I know of. Can you let me know what you find?
- public_reply · Bethan Lister 29 Jan 2025 10:59Hi Jenna, I've looked at the logs and the connector auth token expired early in the month. The sync's been blocked since then. I've refreshed the token and restarted the connector, so it should start pulling data again. Can you check the brain and confirm you're seeing new records now? Cheers, Bethan.
- public_reply · Jenna Price 29 Jan 2025 13:12Thanks for that. Looking now... yes, I'm seeing new records coming through! That was quick once you got to it. Sorry for the slow turnaround on our end. Jenna.
- status_change · 21 Feb 2025 23:59