These messages all come from the part of the Payroll sync that moves Time Records, Expenses, and Time Off Balances between the source system and Payroll. Most of them fire because a Time Card, Expense, or balance record is missing a required value, points at a Pay Schedule, Location, Business Unit, Job, or Cost Code that Payroll or Hub cannot match, or lands on a payroll cycle that is not open for edits. A few, at the top of the list, are read-side messages that stop the whole read step for a Pay Schedule and Pay Date because no matching paid Payroll could be found. Which system needs correcting depends on the direction: a read message means the problem is on the Payroll side (the payroll or its status), and a write message almost always means the fix belongs in the source system that sends the Time Record, Expense, or balance.
Error Messages
| Message text | Direction | Occurs when | Outcome | Fix |
|---|---|---|---|---|
| Could not find a paid Payroll with Pay Schedule '[Pay Schedule]' and Pay Date '[Pay Date]'. Time Records will not be synced. Please verify the Pay Schedule and Pay Date are correct and execute the sync again. | Payroll to Arcoro (read) | No Payroll with a status of Paid matches the Pay Schedule and Pay Date parameters used to run the Time Record read (or, for a Terminated pay schedule, no Paid Payroll of type Terminated matches the Pay Date). | Sync stopped. Thrown before any Time Record for this run is read. | Confirm the Pay Schedule and Pay Date entered for the sync match a Payroll that has already been marked Paid in Payroll, then re-run. |
| The pay schedule '[Pay Schedule / Pay Group]' for the Time Record could not be matched to a Pay Schedule in Payroll. The record will not be Synced. Please update the missing information and execute the Sync again. | Varies: Payroll to Arcoro (read) or Arcoro to Payroll (write) | Read: the Pay Schedule sync parameter does not match any Pay Schedule name in Payroll (not the Terminated schedule). Write: the Pay Group on the Time Record does not match any Pay Schedule name in Payroll. | Read: Sync stopped. Write: Whole record skipped (see Open Questions on how often the read path is actually reachable). | Confirm the Pay Schedule/Pay Group value matches a Pay Schedule configured in Payroll exactly, then re-run. |
| The employee/contractor for the Time Record is not set, and as a result, it cannot be Synced. Please update the missing information and execute the Sync again. | Varies: Payroll to Arcoro (read) or Arcoro to Payroll (write) | Read: the payroll line item's employee could not be matched to any employee preloaded from Payroll. Write: the record has no Person Identifier at all. | Whole record skipped in both directions. | Populate or correct the employee identifier on the source record. |
| The Date for one or more Expenses is not set. Those records cannot be Synced but some Expenses may still be processed. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | At least one Expense on the record has no Expense Date. The record-level check runs once for the whole record; the actual skip happens per Expense. | Collection item skipped. The Expense missing a date is left out of the reimbursement write; other Expenses on the same record still sync. | Populate the Expense Date on the affected expense in the source system. |
| The employee/contractor for the Expense is not set, and as a result, it cannot be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | The record has no Person Identifier at all. | Whole record skipped. | Populate the employee identifier on the source record. |
| The location '[Location]' for the Expense could not be matched to an active Workplace in Payroll. The record will not be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | A Location named on one or more Expenses either has no Workplace with that name in Payroll at all, or matches a Workplace that exists but is not active. Both cases use this same message text. | Collection item skipped. Reimbursements for expenses at that Location are skipped; expenses at other locations on the same record still sync. | Create or activate a matching Workplace in Payroll for that Location, or correct the Location on the expense. |
| The location for one or more Expenses is not set on the record. Those records cannot be Synced but some time cards may still be processed. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | At least one Expense on the record has no Location value. | Collection item skipped. That expense's reimbursement is left out; other expenses on the record still sync. | Populate the Location on the affected expense in the source system. |
| The pay schedule '[Pay Group]' for the Expense could not be matched to a Pay Schedule in Payroll. The record will not be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | The Pay Group on the record is set but does not match a Pay Schedule name in Payroll (the record is not for the Terminated pay schedule). This can also fire from an earlier, case-sensitive check even when a case-insensitive match exists. | Whole record skipped. | Correct the Pay Group value so it matches a Pay Schedule name in Payroll exactly, including letter case. |
| The pay schedule for the Expense is not set, and as a result, it cannot be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | The record has no Pay Group value at all. | Whole record skipped. | Populate the Pay Group (Pay Schedule) on the record in the source system. |
| The payroll for one or more Expenses could not be matched to a Payroll with a status of Draft. Those records will not be Synced. Please update the record and execute the Sync again. | Arcoro to Payroll (write) | At least one Expense line item's date falls inside a payroll cycle for the matched Pay Schedule, but that payroll's status is not Draft. | Collection item skipped. That expense line item is left out of the write; other expenses that land in a Draft payroll still sync. | Return the payroll to Draft status in Payroll, or correct the expense date so it falls in a Draft payroll cycle, then re-run. |
| The person '[Person Identifier]' for the Expense could not be matched to an active Employee/Contractor in Payroll. The record will not be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | No employee in Payroll matches by source id, ArcoroUserId, ArcoroPersonId, or Employee Identifier, or a match was found but the employee is inactive and the record is not for the Terminated pay schedule. | Whole record skipped. | Add or reactivate the employee in Payroll, or correct the employee identifier on the source record. |
| Payroll does not support Syncing Expenses for Contractors. These records will be ignored. | Arcoro to Payroll (write) | The record is flagged as a contractor. | Whole record skipped. | No fix in Payroll; contractor expenses are not synced by design. Exclude contractors from the sync scope if this is unexpected. |
| Payroll '[Pay Day]' with a Payday of '[Pay Day]' is not in a status that allows edits. Records for this payroll cycle will not be will not be Synced. | Arcoro to Payroll (write) | A Payroll matched to a Time Record or Expense by Pay Schedule and date range has a status other than Draft. Both quoted values in this message currently print the same Pay Day value, so do not read the first quoted value as a payroll name. | Collection item skipped. Records that land in that one payroll cycle are excluded; other matching Draft payroll cycles for the same employee still process. | Return that payroll cycle to Draft status in Payroll, then re-run. |
| The employee for the Time Off Balance record is not set, and as a result, it cannot be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | The record has no Employee Identifier at all. | Whole record skipped. | Populate the employee identifier on the source record. |
| The employee '[Employee Identifier]' has Time Off Balances but there was no payroll found to update the balances on. This could be valid but it could also mean that the employee has issues with their time cards. | Arcoro to Payroll (write) | No Draft payroll matching the employee's Pay Schedule (or Terminated type) both overlaps the sync's configured pay period and already has a payroll line item for this employee. | Whole record skipped. | Check whether the employee has a Time Record already synced into a Draft payroll for the same period; this message can be expected when there is nothing to update yet. |
| The Pay Schedule for employee '[Employee Identifier]' is not set. The record will not be Synced. Please update the missing information in the source system and execute the Sync again. | Arcoro to Payroll (write) | The record has no Pay Group value at all. | Whole record skipped. | Populate the Pay Schedule for the employee in the source system. |
| The employee '[Employee Identifier]' for the Time Off Balance could not be matched to an active Employee in Payroll. The record will not be Synced. Please add the employee to Payroll and execute the Sync again. | Arcoro to Payroll (write) | No active employee match was found in Payroll, or the match found is inactive and the record is not for the Terminated pay schedule. | Whole record skipped. | Add or reactivate the employee in Payroll. |
| The location for one or more Time Cards is not set on the record. Those records cannot be Synced but some time cards may still be processed. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | At least one Time Card on the record has no Location value. | Collection item skipped. Earnings for that time card cannot be matched to a workplace and are left out; other time cards on the record still sync. | Populate the Location on the affected time card in the source system. |
| The location '[Location]' for the Time Record could not be matched to an active Workplace in Payroll. The record will not be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | A Location on a Time Card matches a Workplace name in Payroll, but that Workplace is not currently active. | Collection item skipped. Earnings for that location are left out; other time cards still sync. | Activate the Workplace in Payroll, or point the time card to an active Location. |
| The pay schedule for the Time Record is not set, and as a result, it cannot be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | The record has no Pay Group value at all. | Whole record skipped. | Populate the Pay Group (Pay Schedule) on the record in the source system. |
| The person '[Person Identifier]' for the Time Record could not be matched to an active Employee/Contractor in Payroll. The record will not be Synced. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | No employee in Payroll matches by source id, ArcoroUserId, ArcoroPersonId, or Employee Identifier, or a match was found but the employee is inactive and the record is not for the Terminated pay schedule. | Whole record skipped. | Add or reactivate the employee in Payroll, or correct the employee identifier on the source record. |
| The start date for one or more Time Cards is not set on the record. Those records cannot be Synced but some time cards may still be processed. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | At least one Time Card on the record has no Start Date. | Collection item skipped. That time card cannot be matched to a payroll and is excluded; other time cards on the record still sync. | Populate the Start Date on the affected time card in the source system. |
| The end date for one or more Time Cards is not set on the record. Those records cannot be Synced but some time cards may still be processed. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | At least one Time Card on the record has no End Date. | Collection item skipped. That time card cannot be matched to a payroll and is excluded; other time cards on the record still sync. | Populate the End Date on the affected time card in the source system. |
| The start date must come before the end date for a Time Card. Those records cannot be Synced but some time cards may still be processed. Please update the missing information and execute the Sync again. | Arcoro to Payroll (write) | A Time Card has both a Start Date and an End Date, and the Start Date is after the End Date. | Collection item skipped. That time card is excluded from payroll matching; other time cards on the record still sync. | Correct the dates in the source system so the Start Date is on or before the End Date. |
| Time entry for employee [Employee Identifier] on [Time Card Start Date] is outside the date range of any Payroll with a status of Draft and Pay Schedule '[Pay Schedule]'. This entry will not be synced. | Arcoro to Payroll (write) | A Time Card has a valid Start/End Date range and a matched Pay Schedule (or is on the Terminated schedule), but no Draft payroll's period covers its dates. | Collection item skipped. That time card is excluded; other time cards on the record still sync. | Correct the time card's dates or Pay Schedule, or return the intended payroll cycle to Draft status in Payroll, then re-run. |
| A Time Record has already been updated and has received a second update from the source system. Only the first update will be processed. | Arcoro to Payroll (write) | Two Time Entries in the same sync run resolve to the same target earning (for example, a duplicate time entry sent for the same time record). | Collection item skipped. Only the first of the duplicate entries is written; the later duplicate is skipped. | Correct or remove the duplicate time entry at the source so only one entry is sent per earning, then re-run. |
| The company's Location list in Payroll does not contain a match for '[Location]'. Any time cards with this Location will not be processed. Verify the Location data in the source system and execute a Sync that includes the Location domain. | Arcoro to Payroll (write) | A Location named on a Time Card has no Workplace with that name in Payroll at all. | Collection item skipped. Time cards at that location are left out; other time cards on the record still sync. | Run a Location sync to bring the missing Workplace into Payroll, or correct the Location value on the time card. |
| Payroll does not support Syncing Time Records for Contractors. These records will be ignored. | Arcoro to Payroll (write) | The record is flagged as a contractor. | Whole record skipped. | No fix in Payroll; contractor time records are not synced by design. Exclude contractors from the sync scope if this is unexpected. |
| Could not match a valid Payroll for any Time Cards. The record will not be Synced. Please update the record and execute the Sync again. | Arcoro to Payroll (write) | None of the Time Cards on the record matched any Draft payroll at all for the Pay Schedule and date range. | Whole record skipped. | Verify a Draft payroll exists in Payroll for the Pay Schedule and the dates on the time cards, then re-run. |
| A time card was assigned to Business Unit '[Time Card's Business Unit]', which does not match the employee's Business Unit '[Employee's Business Unit]'. Payroll only supports a single Business Unit per employee. Correct the data in the source system so all time cards for this employee use the employee's Business Unit and execute the Sync again. | Arcoro to Payroll (write) | A Time Card's Business Unit is found in Hub, but its identifier differs from the Business Unit assigned to the employee in Payroll. Only checked for those who are not Sage Intacct users. | Whole record skipped. Stops on the first mismatched time card found; none of that employee's time cards are written this run. | Correct the Business Unit on all of that employee's time cards so they match the employee's assigned Business Unit, then re-run. |
| Unable to find a matching Cost Code in Hub with Id '[Cost Code Id]' and Name '[Cost Code Name]'. If your Cost Codes originate in an external system, you may need to run a Sync to bring that record into Arcoro. If Arcoro Time is where your Cost Codes originate, you will need to contact Arcoro Support for assistance. | Arcoro to Payroll (write) | A Time Entry has a Cost Code Id or Name set, no Cost Code in Hub matches both the identifier and name, and you are not set up to export to Sage Intacct. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Run a Cost Code sync to bring the record into Arcoro if it originates in an external system; otherwise contact Arcoro Support. |
| Unable to find a matching Job in Hub with Id '[Job Code]'. If your Jobs originate in an external system, you may need to run a Sync to bring that record into Arcoro. If Arcoro Time is where your Jobs originate, you will need to contact Arcoro Support for assistance. | Arcoro to Payroll (write) | A Time Entry has a Job Code set, no Job in Hub matches it, the connector is scoped to the Organization (not a specific Business Unit), and you are not a Sage Intacct customer. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Run a Job sync to bring the record into Arcoro if it originates in an external system; otherwise contact Arcoro Support. |
| Unable to find Job '[Job Code]' in the Business Unit selected on this connector. The Job may belong to a different Business Unit. Assign the Job to this Business Unit in Hub, or select the correct Business Unit on the connector, then run the Sync again. | Arcoro to Payroll (write) | A Time Entry has a Job Code set, and no Job matches it once Jobs are filtered to the connector's selected Business Unit. Fires whenever the connector is scoped to a specific Business Unit, regardless of the Sage Intacct setting. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Assign the Job to the connector's Business Unit in Hub, or select the correct Business Unit on the connector. |
| Unable to find a matching Labor Classification in Hub with Id '[Labor Classification Identifier]' and Name '[Labor Classification Name]'. If your Labor Classifications originate in an external system, you may need to run a Sync to bring that record into Arcoro. If Arcoro Time is where your Labor Classifications originate, you will need to contact Arcoro Support for assistance q. | Arcoro to Payroll (write) | A Time Entry has a Labor Classification Name set, and no Labor Classification in Hub matches both its Name and Identifier. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Run a Labor Classification sync to bring the record into Arcoro if it originates in an external system; otherwise contact Arcoro Support. |
| To support exporting Time records to Sage Intacct each record must have a valid Job assigned. The time card will not be processed. Correct the data in the source system and execute the Sync again. | Arcoro to Payroll (write) | The user is a Sage Intacct customer, no Job matched the time entry, and either the connector is not scoped to a specific Business Unit or no Job Code was provided on the time card at all. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Assign a valid Job to the time entry in the source system. |
| To support exporting Time records to Sage Intacct each record must have a valid Cost Code assigned. The time card will not be processed. Correct the data in the source system and execute the Sync again. | Arcoro to Payroll (write) | The user is a Sage Intacct customer and no Cost Code matched the time entry. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Assign a valid Cost Code to the time entry in the source system. |
| To support exporting Time records to Sage Intacct the Cost Code's Identifier must start with the Sage Intacct Project ID in brackets. i.e. "[24-001S-E] 00 31 46". The time card will not be processed. Correct the data in the source system and execute the Sync again. | Arcoro to Payroll (write) | The user is a Sage Intacct customer, a Cost Code matched the time entry, and the Cost Code's identifier in Hub is blank or does not start with a bracketed Project Id prefix. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Correct the Cost Code's identifier in Hub so it starts with the Sage Intacct Project Id in brackets. |
| To support exporting Time records to Sage Intacct the Cost Code must be owned by the Project in Sage Intacct. The time card will not be processed. Correct the data in the source system and execute the Sync again. | Arcoro to Payroll (write) | The user is a Sage Intacct customer, and the Cost Code's bracketed Project Id prefix does not match the identifier of the Job matched to the same time entry. | Collection item skipped. That time entry's earning is left out; other time entries on the record still sync. | Correct the Cost Code or the Job so the Cost Code's project prefix matches the Job actually assigned to the time entry. |
| To support exporting Time records to Sage Intacct each record must have a valid Business Unit assigned. The time card will not be processed. Correct the data in the source system and execute the Sync again. | Arcoro to Payroll (write) | The user is a Sage Intacct customer and a Time Card's Business Unit does not match any Business Unit in Hub, including when no Business Unit was provided on the time card at all. | Whole record skipped. Stops on the first time card that fails this check; none of that employee's time cards are written this run. | Assign a valid Business Unit to every time card for this employee in the source system. |
| Unable to find a matching Business Unit in Hub with Identifier '[Business Unit Identifier]' and Name '[Business Unit Name]'. If your Business Units originate in an external system, you may need to run a Sync to bring that record into Arcoro. If Arcoro Time is where your Business Units originate, you will need to contact Arcoro Support for assistance. | Arcoro to Payroll (write) | The user is not a Sage Intacct customer, a Business Unit was provided (an Id or a Name) on a Time Card, and it does not match any Business Unit in Hub. | Whole record skipped. Stops on the first mismatched time card found; none of that employee's time cards are written this run. | Run a Business Unit sync to bring the record into Arcoro if it originates in an external system; otherwise contact Arcoro Support. |
Confirming the Error
- Open the sync execution in Sync History for the connector.
- Find the step for this Payroll connector, then locate the row for the Time Record, Expense, or Time Off Balance entity.
- Check the per-entity counts. The columns are labelled Errors, Warnings, Information, Failures, Added, Updated, and Unchanged.
- Open the errors list for that entity row and match on the fixed part of the sentence (the wording outside the single quotes), not on the values inside the quotes, since those are specific to your data.
- If the count you need is in Failures rather than Errors, treat it the same way for the two messages in this article that are thrown before any record is read (see Open Questions). They stop the read step outright rather than being logged per record.
Resolving the Error
Employee or Contractor Not Identified on the Record
Covers: the employee/contractor not set messages for Time Record, Expense, and Time Off Balance.
- In the source system, open the Time Record, Expense, or Time Off Balance record named in the sync log.
- Confirm the record has an employee or contractor assigned.
- Populate the missing employee/contractor identifier and save.
- Re-run the sync and confirm the record no longer appears in the errors list.
Employee Not Found or Inactive in Payroll
Covers: the person/employee could not be matched to an active Employee/Contractor messages for Time Record, Expense, and Time Off Balance.
- In Payroll, search for the employee by the identifier quoted in the message.
- If the employee does not exist in Payroll, add them (or confirm the identifier used by the source system matches an existing Payroll employee).
- If the employee exists but is inactive, and the sync is not for the Terminated pay schedule, reactivate the employee in Payroll.
- Re-run the sync and confirm the record no longer appears in the errors list.
Pay Schedule or Pay Group Missing or Not Matched
Covers: the pay schedule/pay group not set or could not be matched messages for Time Record, Expense, and Time Off Balance.
- In the source system, confirm the record has a Pay Group (Pay Schedule) value set.
- In Payroll, confirm a Pay Schedule exists with that exact name, matching letter case.
- Correct the Pay Group on the source record, or correct the Pay Schedule name in Payroll, so the two match exactly.
- Re-run the sync and confirm the record no longer appears in the errors list.
Payroll Cycle Not in Draft, or No Payroll Matched at All
Covers: PayrollStatusInvalidError, the Time Record payroll-not-found and no-valid-payroll messages, the Expense draft-payroll message, the Time Off Balance no-payroll message, and the read-side no-paid-payroll message.
- In Payroll, find the payroll cycle for the employee's Pay Schedule that covers the record's dates.
- If the payroll's status is not Draft (for example, Submitted or Paid), return it to Draft before re-running a write sync, or wait for Draft status if that is expected at this point in the cycle.
- For the read-side "no paid Payroll" message, confirm the Pay Schedule and Pay Date used to run the sync match a payroll that has already been marked Paid.
- For the Time Off Balance "no payroll found" message, first confirm the employee has a Time Record already synced into a Draft payroll for the same period; the message can be expected if there is nothing to update yet.
- Re-run the sync and confirm the record moves out of the errors list, or confirm the balance/earning now appears on the payroll line item.
Location or Workplace Not Matched
Covers: the location required and location-could-not-be-matched messages for Time Record and Expense.
- In the source system, confirm the Time Card or Expense has a Location value set.
- In Payroll, confirm an active Workplace exists with that exact name.
- If the Workplace does not exist, run a Location sync to bring it in, or create it directly in Payroll. If it exists but is inactive, activate it.
- Re-run the sync and confirm the record no longer appears in the errors list.
Time Card or Expense Date Problems
Covers: the start date required, end date required, start-must-be-before-end-date, and expense date required messages.
- In the source system, open the Time Card or Expense named in the sync log.
- Confirm both a Start Date and an End Date (or Expense Date) are populated.
- If both are populated, confirm the Start Date is on or before the End Date.
- Correct the dates and re-run the sync, confirming the record no longer appears in the errors list.
Business Unit Mismatches
Covers: BusinessUnitConflictError, the Business-Unit-could-not-be-matched message, and the Sage Intacct Business-Unit-required message.
- In the source system, check the Business Unit assigned to every Time Card for the affected employee.
- In Hub, confirm a Business Unit exists whose identifier and name match what is on the time card.
- In Payroll, confirm the employee's own assigned Business Unit, and correct the time cards so every one of them uses that same Business Unit.
- For Sage Intacct customers, confirm every time card has a Business Unit populated at all, since it is required for export.
- Re-run the sync and confirm the employee's time cards no longer appear in the errors list.
Job, Cost Code, and Labor Classification Not Matched in Hub
Covers: the Job, Cost Code, and Labor Classification match-error messages for Time Record (both the Organization-scoped and Business-Unit-scoped Job messages).
- In Hub, search for the Job, Cost Code, or Labor Classification by the Id/Name quoted in the message.
- If it does not exist in Hub and it originates in an external system (such as an ERP), run a sync for that domain to bring the record into Arcoro first.
- If Arcoro Time (formerly ExakTime) is where the record originates and it is still missing from Hub, contact Arcoro Support.
- For the Business-Unit-scoped Job message specifically, either assign the Job to the connector's selected Business Unit in Hub, or change the Business Unit selected on the connector to the one the Job actually belongs to.
- Re-run the sync and confirm the affected time entries no longer appear in the errors list.
Sage Intacct Export Requirements
Covers: the four TimeRecordSageIntacct* messages for Job, Cost Code, Cost Code identifier format, and Project/Cost-Code ownership.
- Confirm you are set up to export Time records to Sage Intacct; these rules only apply to that configuration.
- Confirm every time entry has both a Job and a Cost Code assigned.
- In Hub, confirm the Cost Code's identifier starts with the Sage Intacct Project Id in brackets, for example "[24-001S-E] 00 31 46".
- Confirm the Project Id in that bracket matches the identifier of the Job assigned to the same time entry.
- Correct the data in the source system or in Hub and re-run the sync, confirming the affected time entries no longer appear in the errors list.
Contractors and Duplicate Updates
Covers: the contractor-not-supported messages for Time Record and Expense, and the duplicate-update message.
- For the contractor messages, confirm whether the record is genuinely for a contractor. If so, this is expected behavior; Payroll does not sync Time Records or Expenses for contractors. Adjust the sync scope if contractor records should not be sent at all.
- For the duplicate-update message, check the source system for two entries pointing at the same time record and remove or correct the duplicate.
- Re-run the sync and confirm the expected behavior (skip for contractors, single update for duplicates).
When to Escalate
If any of the following occur, you may need to reach out to Arcoro support for additional assistance.
- The message text explicitly says to contact Arcoro Support (the Job, Cost Code, Labor Classification, and Business Unit "not found in Hub" messages) and you confirm Arcoro Time is where that record originates.
- The outcome is Sync stopped (the read-side no-paid-Payroll message, or the Pay Schedule message when it appears on a read step) and the Pay Schedule/Pay Date parameters and the payroll's Paid status all check out.
- The error persists after the data has been corrected and a re-run still shows the same record in the errors list.
- The log text does not match any message in the table above; it may be passthrough text from Payroll itself rather than an Arcoro message.
- A Sage Intacct-specific message appears, but they are not exporting to Sage Intacct, since that would indicate a configuration mismatch beyond what a support agent can change.