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Troubleshooting > Interoperability issues > Hybrid service unable to authenticate connection
Hybrid service unable to authenticate connection
Web Security Help | Web Security Solutions | Version 7.8.x
In environments that use the hybrid service, Sync Service provides an account identifier each time it connects to the hybrid service to send or retrieve information. This identifier is unique to your organization, and updated each time the admin password changes.
Under rare circumstances, possibly involving a serious problem with the Policy Database, the connection between your on-premises software and the hybrid service may be lost. In these cases, you must request a security token, used to generate a new identifier for your hybrid service account. The security token is sent to the contact email address specified on the Settings > General > Account page in the Web Security manager.
To request a new token:
1.
Click the Get Token button that appears next to the "unable to authenticate connection" alert on the Status > Alerts page in the Web Security manager.
2.
Verify that you receive a success message stating that the request has been sent to the hybrid service.
3.
Monitor the administrative email account associated with your hybrid service account. It may take some time for the request for a new security token to be processed.
4.
When you receive an email message from the hybrid service, go to the Settings > General > Account page in the Web Security manager.
5.
Scroll down to the Hybrid Filtering section of the page and enter the Security token provided in the email message,
6.
Click Connect.
The temporary token is verified and used to resume communication between Sync Service and the hybrid service.

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Troubleshooting > Interoperability issues > Hybrid service unable to authenticate connection
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