CRM connector not syncing
Ticketclosed
Hollins Tarrant: documents · CRM connector not syncing
CRM connector stopped pulling records after customer system migration. Root cause was expired API credential. B-Brain provided diagnostic guidance; customer self-diagnosed and fixed; fresh data restored within 3 days.
What happened
What this says
Current to 11 Oct 26CRM connector stopped pulling records after customer system migration. Root cause was expired API credential. B-Brain provided diagnostic guidance; customer self-diagnosed and fixed; fresh data restored within 3 days.
Problem: CRM connector stopped pulling records after customer migrated to a new CRM system. Jenna Price reported that client data was stale and consultants were getting outdated information. Handling: Bethan Lister provided diagnostic guidance, suggesting API credential issues. Jenna investigated and found an expired API credential, refreshed it, and confirmed fresh data was syncing. Watch: The team is stretched, which delayed issue discovery. Credential expiration is a recurring risk without automated lifecycle management.
Details
Updated 9 Oct 26Trail
created · Jenna Price 12 May 2026 10:16Sorry for the slow report - our client data in the brain is really out of date. When consultants query the brain about clients, they're getting stale info. It's meant to sync from our CRM overnight but clearly something's gone wrong. The team's stretched so I haven't had time to dig into logs properly, but can you check your end? We need this fixed urgently. Thanks, Jenna- public_reply · Bethan Lister 12 May 2026 12:20Just so I've got this right - you're seeing outdated records when you query the brain, and the nightly sync from your CRM isn't completing. Can you tell me when you last saw fresh data come through, and have you made any recent changes to your CRM setup? I'll check the sync logs on our end. Thanks, Bethan
- public_reply · Jenna Price 12 May 2026 16:40Thanks for the quick response. We switched to a new CRM system last month but everything worked fine until now. I'm not sure exactly when the data stopped updating - only noticed today when a consultant mentioned getting old info. The team's really stretched this week. Thanks, Jenna
- public_reply · Bethan Lister 14 May 2026 12:35Thanks for that context. I've checked the connector logs on our end and it was fine after your CRM migration, but stopped pulling records about a week ago. This usually means an authentication issue - check your CRM logs to see if there are errors when we try to connect. That should tell us what's happening. Thanks, Bethan
- public_reply · Jenna Price 15 May 2026 14:18Found it! One of the CRM API credentials expired last week - I've refreshed them and the sync ran this morning with fresh data coming through now. Sorry for the hassle. Thanks, Jenna
- status_change · 19 May 2026 23:59