Connector sync stopped

Ticketclosed

Brimscombe Energy · Connector sync stopped

A key connector stopped loading after its API credentials expired. Bethan Lister identified the cause and asked Lee Hathaway to generate a fresh token from the source system.

Priority normal

made from

What happened

What this says

As at Fri 9 Oct 2026

A key connector stopped loading after its API credentials expired. Bethan Lister identified the cause and asked Lee Hathaway to generate a fresh token from the source system.

Problem: Lee Hathaway reported that a key connector had stopped loading new records and that a restart had not fixed it. He said the matter was critical for the key account team.

Handling: The first response was logged at 224 minutes. Bethan Lister found that the API credentials had expired the day before and asked Lee to replace the token in the connector configuration. The ticket was solved on 14 May 2026 and closed on 18 May 2026.

Watch: The record does not show whether Lee updated the token or whether the sync resumed. The fix sits in the customer's own source system, so the sync may stall again when credentials next expire.

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

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Details

Updated 9 Oct 26

Prioritynormal

Statusclosed

Categoryconnector_sync

Channelweb

First response (min)224

CSAT5

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Trail

created · Lee Hathaway 5 May 2026 17:08
One of our key connectors has stopped loading new records over the past day. The last successful load was yesterday morning and I've restarted the connector once already but it's still not picking up fresh data. This is critical for our key account team, so we need this working again urgently. I've checked the settings from my end and they look correct. What should I try next, or can you investigate on your end?
Public reply · Bethan Lister 5 May 2026 20:52
Hi Lee, I've picked this up and checked the connector on our system. I found the issue: the API credentials expired yesterday, which is why the sync stopped. You'll need to generate a fresh token from your source system and update it in the connector configuration. Once you've done that, the sync should resume and new records should load through. Can you try that and tell me what you see? Thanks, Bethan.
Status change · Bethan Lister 14 May 2026 16:51
Status change · 18 May 2026 23:59

Helpdeskmade from

BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Viz 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-Viz 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-Viz Claude Project, with the same answers and sources.

What the data covers

Data	Records
Organisations	300
People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
Events	49
News items	147

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-Viz is the tool that reads its data.

Who to contact

Email info@b-viz.com or talk to your B-Viz account team. Tell us the page address and what looked wrong; a screenshot helps.

Help