Every Payroll sync starts by authenticating the connector against the Payroll system and against Arcoro Hub, before any employee or entity data is read or written. If that authentication step fails, the sync stops immediately, and nothing for that run is read or written. Separately, the connector has its own connection test, which you can run without starting a sync. The test checks the same Company ID and Hub setup, but it runs its own independent logic, and its results never show up in a sync run's error list. Keep these two apart when troubleshooting: if it says "the sync failed," you are looking at the first group; if it says "the test connection button shows an error" or a connector will not save, you are looking at the second.
Error Messages
| Message text | Direction | Occurs when | Outcome | Fix |
|---|---|---|---|---|
| Payroll Provider could not find the provided CompanyId. Please verify the connector properties and run the Sync again. If the problem persists, contact Arcoro support. | Sync run. Occurs during setup for both read and write. | During sync authentication, the company record returned by the Payroll system does not match the Company ID configured on the connector (or the Business Unit value, when one is set, which overrides the Company ID for this check). | Sync stopped. No entities were read or written for this run. | Verify the Company Id, and the Business Unit, if one is set, in the connector configuration properties, then run the sync again. |
| Payroll Provider could not find the Arcoro Company ID for the company. Contact Arcoro Support for assistance in resolving this issue. | Sync run. Occurs during setup for both read and write. | The Company ID check above passed, but the matched Payroll company record has no Arcoro Company ID stored against it. | Sync stopped. No entities were read or written for this run. | Escalate to Arcoro Support. |
| The Payroll Provider surpassed the requests threshold and did not suggest a retry interval. | Sync run. Can occur on any request during a read or write. | The Payroll system returned a rate-limit response, and one of three conditions was true: more than 5 retry attempts had already been made, or the response carried no retry-after value, or the retry-after value it did send could not be read as a number. | Sync stopped. No automatic retry occurs on this path; the sync ends as soon as this condition is hit. | Wait and run the sync again. Escalate if it keeps happening. |
| The Payroll Provider surpassed the requests threshold, and the proposed retry duration of [retry seconds] seconds exceeds the maximum allowed time. | Sync run. Can occur on any request during a read or write. | The Payroll system returned a rate-limit response with a numeric retry-after value, but that value was negative or greater than 60 seconds. | Sync stopped. No automatic retry occurs on this path. | Wait and run the sync again. Escalate if it keeps happening. |
| The Company Id value is required. | Connection test only. This message never appears in a sync run. | The connector's Company Id configuration property has no value at the moment the connection test runs. | Not a sync outcome. The connection test reports failure and stops before checking anything else. | Enter a value for Company Id in the connector's configuration properties, then run the test again. |
| The Payroll Company Id in Configuration Properties does not match the select company '[selected company name]'. | Connection test only. This message never appears in a sync run. | The Company Id resolves to a Payroll company, but that company's Arcoro Company ID does not match the Arcoro company selected for the connector. | Not a sync outcome. The connection test reports failure. | Escalate to Arcoro Support. |
| Arcoro Hub has not been enabled for the company. | Connection test only. This message never appears in a sync run. | The Company Id and Arcoro Company ID checks both passed, but Arcoro Hub is not enabled for that company. | Not a sync outcome. The connection test reports failure. | Escalate to Arcoro Support. |
| The company was not found in Payroll. Verify if the Id is correct and if the company was added to Payroll. | Connection test only. This message never appears in a sync run. | The connection test could not find any Payroll company for the configured Company Id. | Not a sync outcome. The connection test reports failure. | Verify the Company Id and confirm the company exists in Payroll, then contact Arcoro Support for assistance. |
Confirming the Error
- Open the sync execution for the run in question.
- Find the step for the Payroll connector.
- Check the step's counts in the columns labelled Errors, Warnings, Information, Failures, Added, Updated, and Unchanged.
- Match the sync log message against the fixed part of the sentence in the table above, not the values in quotes, such as a company name.
- If Failures is non-zero and every entity row for that step shows zero for Errors, Warnings, Added, Updated, and Unchanged, that is consistent with authentication failing before any entity was processed. There is nothing to inspect at the entity level in that case, because no entity reached the read or write stage.
- If you see an error from testing the connection, or the connector will not save, that is a separate result from the connection test rather than a sync execution. It does not appear anywhere in the Sync History screen's per-entity error lists.
Resolving the Error
Company ID Problems
- In the Payroll connector's configuration properties, confirm the Company ID field has a value.
- If a Business Unit value is also configured, confirm it is correct, since it takes over as the effective company ID used to authenticate.
- Confirm the Company ID (or Business Unit) matches an actual company in the Payroll system.
- Save the connector configuration and re-run the sync, or re-run the connection test.
Arcoro Hub Not Enabled or Arcoro Company ID Missing or Mismatched
- If this is encountered, escalate to Arcoro Support with the exact message text and the connector's configured Company ID.
Rate Limiting
- Confirm no automatic retry happened. Both rate-limit messages mean the sync stopped rather than retried on this occasion.
- Wait a few minutes and run the sync again.
- If the same message appears repeatedly across multiple runs, escalate. Do not promise a specific wait time; the code does not commit to a fixed retry schedule.
To confirm any of these fixes worked, re-run the sync (or the connection test) and check that the step no longer shows Failures, or that the test reports success.
When to Escalate
If any of the following occur, you may need to reach out to Arcoro support for additional assistance.
- Arcoro Company ID missing, Company ID mismatch, or Arcoro Hub not enabled: escalate immediately to Arcoro support.
- Company not found in Payroll, after you have confirmed the Company ID and confirmed the company exists in Payroll.
- Either a rate-limit message recurring across more than one sync attempt.
- The logged text does not match any row in the table above.
- Attach to the escalation: the exact message text, the connector's configured Company ID and Business Unit (if set), and whether the failure came from a sync run or a connection test.