Core HR connects to your Core HR database using a connection setting that lives on the Arcoro side, not on the connector configuration. Before any employee or other record is read or written, Arcoro checks that this setting exists and that it can actually reach the database with it. If the setting is missing, or if the database cannot be reached, the sync stops immediately and nothing is read or written for that run. The same two checks also run when someone tests the connector connection. A failure there produces an unsuccessful test result, but it does not create a sync history entry, because no sync run ever started.
Error Messages
| Message text | Direction | Occurs when | Outcome | Fix |
|---|---|---|---|---|
| Missing connection string. Cannot connect to Core HR. | All directions. Connection setup for a sync run, before any record is read or written. | The Arcoro-side setting that holds the Core HR database connection string is empty or not configured at all. | Sync stopped. The entire sync execution fails before any record is processed. | Escalate so the Arcoro-side connection setting can be corrected. |
| Missing connection string. Cannot connect to Core HR. | All directions. Connector connection test, not a sync run. | Same trigger as above, checked when someone runs a connection test on the connector instead of a full sync. | The connection test returns an unsuccessful result. No sync execution is created, so this never appears in sync history. | Escalate so the Arcoro-side connection setting can be corrected. |
| A connection to Core HR could not be made at this time. Please try your sync again later. If this error continues to occur, please contact Arcoro Support. | All directions. Connection setup for a sync run, before any record is read or written. | The connection setting exists, but the code cannot actually reach the database when it checks the connection at the start of the run. | Sync stopped. The entire sync execution fails before any record is processed. | Re-run the sync once. If it fails again, escalate. |
| A connection to Core HR could not be made at this time. Please try your sync again later. If this error continues to occur, please contact Arcoro Support. | All directions. Connector connection test, not a sync run. | Same trigger as above, checked when someone runs a connection test on the connector instead of a full sync. | The connection test returns an unsuccessful result. No sync execution is created, so this never appears in sync history. | Re-run the connection test once. If it fails again, escalate. |
Confirming the Error
- Open the sync execution in Sync History.
- Open the step for the Core HR connector in that execution.
- Look for the entity row this happened on, such as Employees. Because this failure happens before any record is read or written, that row will show zero in Added, Updated, and Unchanged, and it may not show a normal completed state at all.
- Open the errors list for that entity row and match on the fixed part of the sentence, ignoring nothing since neither message has a variable value in it.
- A non-zero Failures count for this family means the connection itself never came up, not that individual records were rejected. Treat it as the whole run failing, not as scattered per-record errors.
- If the error is from a "test connection" action on the connector rather than from a sync they ran, do not look in Sync History at all. That path never creates a sync execution, so there is nothing to find there.
Resolving the Error
- Confirm which of the two messages is in the log or on the test result, and whether it came from a sync run or from a connector connection test.
- Both messages point to a setting that Arcoro configures on its own side for the Core HR connection. It is not a field you can see or edit on their connector, so there is no menu for you.
- Escalate to have the Arcoro-side connection setting checked and corrected.
- Once the fix is confirmed, re-run the sync, or re-run the connector connection test if that is how the error first appeared.
- Confirm the fix worked by checking that the sync execution completes normally, or that the connection test returns success.
When to Escalate
If any of the following occur, you may need to reach out to Arcoro support for additional assistance.
- Always, for both messages. Neither one has a step you can resolve on your own.
- Before escalating, capture: the sync execution identifier (or the date and time, if the error came from a connection test rather than a sync run), the connector name, and whether the connector connection test also fails right now.
- If the message text in the log does not match either sentence in this article word for word, treat it as a different issue and do not use this article to resolve it.