CRM connector not syncing
Ticketclosed
Hollins Tarrant: documents · CRM connector not syncing
Customer reports stale client data for third time. Same root cause as May: API credentials expired again. Customer frustrated, formally escalating. Resolved when customer refreshed credentials once more.
What happened
What this says
Current to 10 Oct 26Customer reports stale client data for third time. Same root cause as May: API credentials expired again. Customer frustrated, formally escalating. Resolved when customer refreshed credentials once more.
Problem: Client data again out of date, recurring issue since May CRM migration. Customer explicitly notes frustration and that this is the second occurrence. Handling: Bethan escalated to platform team led by Kieran Walsh. Logs confirmed same root cause: expired credentials. Customer refreshed credentials and sync worked. Watch: This is now the third credential expiration incident. Pattern indicates urgent need for permanent fix through automated monitoring or credential refresh, not repeated troubleshooting.
Details
Updated 9 Oct 26Trail
public_reply · Jenna Price 11 Jun 2026 11:01Hi Bethan, we're seeing the client data in the brain is out of date again. The brain queries are returning old client info and we need this fixed. Can you help?- public_reply · Bethan Lister 11 Jun 2026 14:08Hi Jenna, I can help with this. Can you confirm when you last saw the data refresh work correctly?
- created · Jenna Price 11 Jun 2026 16:47Hi, I'm raising a formal ticket for the stale data issue. Our client records in the brain haven't updated in quite a while now - when the team queries for client info, they're getting old data. This is affecting our day-to-day work because consultants can't rely on current client details. The nightly sync from our CRM should be pulling fresh data but something's clearly broken. Sorry to flag this again - I know we had this issue before. Thanks, Jenna
- public_reply · Bethan Lister 11 Jun 2026 22:58Thanks Jenna. I'm looking into the connector logs now. Just to confirm - is the sync from your CRM system still completely failing, or is it running but loading stale data? Let me check our end and I'll get back to you. Thanks, Bethan
- internal_note · Bethan Lister 15 Jun 2026 12:24Checked the logs. Connector was working fine after May but the sync failed again recently - looks like the API credentials have expired again. Same root cause as before. Waiting on customer to refresh credentials.
- public_reply · Jenna Price 15 Jun 2026 15:43Found the issue again - the same API credentials needed refreshing. I've done that now and the sync ran successfully this morning. Thanks for your help. Jenna
- status_change · 21 Jun 2026 23:59