Before the Arcoro Time connector can read or write anything, it has to sign in. That sign-in has two parts: it asks Arcoro's identity service for an access token, and then it makes one quick call to Arcoro Time itself to confirm that the token actually works. If either part fails, the connector treats it as a hard stop for the whole sync, not just a skipped record. You will see one generic message either way, so the message alone will not tell you which of the two parts failed.
Error Messages
| Message text | Direction | Occurs when | Outcome | Fix |
|---|---|---|---|---|
| Arcoro Time Provider failed to authenticate. Please verify the connector properties and try again. If the problem persists, contact Arcoro Support. | Read and write (same authentication code runs on both sides) | Two different conditions both produce this exact text. See "Which of the two conditions is it" below. | The entire sync run stops. Nothing after the point of failure runs. | See "How to resolve" below. |
Which of the Two Conditions Is It
The message text is identical for both conditions.
- The identity service answered, but with nothing usable. The request for an access token completed without error, but the response did not contain a usable token. This is the less common condition and points to something wrong with the identity service's own response rather than a rejected login or a network problem.
- Something in the sign-in sequence threw an error. This covers two different calls that both happen during sign-in: the token request itself (rejected credentials, timeout, network failure), and a verification call made immediately after a token is issued, which checks that the token can actually reach Arcoro Time for this connector's company. If the verification call is rejected, it means a token was obtained but did not grant access for this connector's company, or Arcoro Time itself could not be reached. Both failures are caught together and reported with the same generic text.
Because the two conditions cannot be told apart from the sync log, do not guess. If it matters which one occurred, that requires an engineer to check the internal application log for the underlying detail, not something visible in the sync history.
Connector Properties to Check
This is the one place where the message is misleading: none of this connector's user-configured fields are used in the sign-in request. The identity credentials and the Arcoro Time web address are fixed system configuration shared by every Arcoro Time connector, not something typed into this connector's setup. Changing Pay Schedule, Pay Period Start Date, Pay Period End Date, Business Unit, the Time Off Cost Code Mapping Override, or any of the Employee ID, Contractor ID, Location Name, or Expense Types filters will not fix an authentication failure, because none of them are read during sign-in.
| Property | What to check |
|---|---|
| Company the connector belongs to | Confirm the connector is linked to the correct Arcoro company. Every call the connector makes once a token is issued is tagged with this company. A connector linked to the wrong company will pass the token request and then fail the immediate verification call, producing this same message. |
Confirming the Error
- Open Sync History for the run in question and find the step that stopped.
- Expect the Failures column to carry this message, not the Errors column. A sign-in failure is logged as a run-level failure, separate from a per-record error.
- Expect the entity that was running when sign-in failed to show zero in Added, Updated, and Unchanged. Nothing was read yet when this happens.
- Expect every entity scheduled after that point in the same run to be missing entirely, not merely showing zero counts. A sign-in failure stops the whole run, so later entities never started.
- If earlier entities in the same run completed before the failure, their counts are real and unaffected. Do not treat the whole run as suspect, only the point of failure onward.
Resolving the Error
- In the Arcoro sync platform, open the connector and confirm the Company it is associated with is the correct one.
- Test the connector. Test runs the exact same sign-in code as a real sync, so a Test result is a direct answer, not a guess: if Test fails, sign-in is genuinely broken right now; if Test succeeds, sign-in itself is fine at this moment.
- If Test succeeds after a prior sync failure, the condition was likely short-lived (a brief identity service or Arcoro Time outage). The platform already retries a failed sign-in call automatically a handful of times within the same run before giving up, so simply re-running the sync back-to-back is unlikely to behave differently on its own; if Test now passes, go ahead and re-run or wait for the next scheduled run.
- If Test fails and the Company assignment is already correct, this is not something a connector property can fix. Move to escalation.
- To confirm the fix worked, re-run the sync and check Sync History again: the run should complete with no Failures entry, and the affected entity should show real Added, Updated, or Unchanged counts instead of zero.
When to Escalate
If any of the following occur, you may need to reach out to Arcoro support for additional assistance.
- Test fails, and the connector's Company assignment is already confirmed correct. The identity service credentials and the Arcoro Time web address are environment-level configurations and require Arcoro support involvement.
- The failure repeats across more than one run or more than one day. That rules out a one-time network blip.
- You need to know which of the two sign-in conditions occurred. That distinction only exists in the internal application log, which requires an engineer to check.
- The message itself tells you to contact Arcoro Support if the problem persists. Once a Company check and a same-day retry do not resolve it, escalate rather than continuing to retry.