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Troubleshooting > Forcepoint Web Security interoperability issues > Hybrid service unable to authenticate connection
Hybrid service unable to authenticate connection
Administrator Help | Forcepoint Web Security | v8.5.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 Web > Settings > General > Account page in the Forcepoint 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.
2.
3.
4.
When you receive an email message from the hybrid service, go to the Web > Settings > General > Account page in the Security Manager.
5.
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 > Forcepoint Web Security interoperability issues > Hybrid service unable to authenticate connection
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