Arcoro connects to HCSS using a Client ID and a Client Secret that are entered on the HCSS connector. Before Arcoro can write any employee records to HCSS, it exchanges those two values for an access token at the start of the sync. If that token request fails for any reason, Arcoro cannot prove its identity to HCSS, so it cannot continue.

The same underlying check also runs when someone clicks "Test Connection" on the connector setup screen, outside of any sync. Both surfaces report a failure with almost identical wording.

Error Messages

Confirming the Error

1. Did the error occur during the Test Connection button on the connector setup screen, or as a failure after running a sync? The wording tells you which: 
   • "Run the Sync again" means it came from an actual sync run
   • "Run the test again" means it came from Test Connection and never touched a sync.
2. If it came from Test Connection, there is nothing to look up in the sync log. The message shown on screen is the full result. Skip to the next section.
3. If it came from a sync run, open the Sync History and find the sync execution for the HCSS connector.
4. Open the step for the HCSS entity, Employees.
5. Check the Failures column for that entity, not the Errors column. This message is logged at failure severity, so a non-zero Failures count is the expected signal.
6. Open the failure detail and match on the fixed part of the sentence: "HCSS Provider failed to authenticate."
7. Confirm the Added, Updated, and Unchanged counts for that entity are all zero for this run. Authentication happens before any employee record is processed, so no records should have synced.

Resolving the Error

Both messages come from the same underlying token request to HCSS. The code catches every kind of failure from that request the same way, whether it is a bad credential, a bad endpoint, or a network problem in between. The message alone cannot tell you which of those it was, so start with the connector properties before assuming anything else.

1. Open the HCSS connector configuration in Arcoro and locate the Client ID and Client Secret fields.
2. Confirm both values exactly match the credentials HCSS issued for this connection. Watch for leading or trailing spaces and swapped values between the two fields.
3. If you are unsure of the current values, have them obtain a fresh Client ID and Client Secret from HCSS and re-enter both on the connector.
4. Save the connector configuration.

Message Appeared After Sync Run

1. Run the sync again for this connector.
2. Confirm the fix worked in one of two ways: no failure appears for this run, or the entity now shows Added or Updated counts instead of zero.

Message Appeared on Test Connection

1. Click Test Connection again on the connector setup screen.
2. Confirm the fix worked if Test Connection reports success instead of the failure message.

When to Escalate

If any of the following occur, you may need to reach out to Arcoro support for additional assistance.

• If the Client ID and Client Secret are confirmed correct, freshly re-entered, and the failure still occurs, escalate.
• Because the underlying check catches every kind of failure the same way, a correct-looking credential pair does not rule out a network or endpoint problem on the HCSS side.
• If you cannot obtain new HCSS credentials yourself, escalate so we can help coordinate with HCSS.