ProcessingHub Disconnected

Incident resolved. We have pushed out a hotfix that proactively rotates tokens to avoid token expirations. No action is required from customers after this change. We will continue to closely monitor app connections over the coming weeks.

We have identified the root cause of unexpected ProcessingHub and WebHub disconnections. In scenarios where an access token does not expire (because the app connection is actively used), the refresh token remain unused over its 30-day lifespan. When the refresh token expires after 30 days, Salesforce revokes both the refresh token and the access token, causing the connections to ProcessingHub and/or WebHub to fail. For now, to prevent further disconnections, we are manually forcing access token renewals in cases where an unused refresh token is reaching its limit. A permanent solution is also in the works and will be rolled out next week.

Some customers have seen ProcessingHub being unexpectedly disconnected with a generic “expired access/refresh token” error from Salesforce. We are actively investigating the root cause. We have contacted customers directly whom we know have been impacted. We keep on monitoring all connection and reach out if it happens to your Salesforce environment. If you notice it is disconnected, you can reconnect from FinDock Setup > Connect. The initial sync with ProcessingHub may take some time for large data volumes. We sincerely apologize for the inconvenience.