SAP Knowledge Base Article - Public

2794444 - Instance Sync Tool Error - An error occurred while retrieving the instance pairing details or The application encountered an unknown error


  • Encounters the instance sync error "An error occurred while retrieving the instance pairing details" in the Instance Sync Wizard page of the Source instance
  • Instance sync Error "The application encountered an unknown error" when generating an authentication token in the source instance -- unable to acquire the token

***Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.***


SAP Successfactors HCM

Reproducing the Issue

For error "An error occurred while retrieving the instance pairing details":

  1. Go to Admin Center > Tool > Instance Synchronization Wizard
  2. You will find error within the page

Error occurred while retrieving the instance pairing details.png

For error "The application encountered an unknown error":

  1. Enter the source instance
  2. Search for "Instance Synchronization Wizard"
  3. Click "Launch Instance Synchronization Wizard" or go through the Instance Synchronization Wizard tool from the beginning > Instance Synchronization Wizard opens
  4. Click "Add New Pair" -- Instance Pair Wizard opens with the Select Target Details step active on it.
  5. Select the target data center and target environment.
  6. Enter the target Company Id.
  7. Click "Generate Token" > The error appears 

Error in generating token -- for KBA.png


Component specific information is missing from the instance which causes the errors


The first step is to check if the (1) Instance Sync feature and (2) Generic Object (MDF) feature in the Company Settings in Provisioning is enabled for both souce and target instances. It's mandatory to have both features enabled on source and target.

After ensuring these features are enabled, perform a metadata refresh in both the source and target instances. To do so, follow steps below:

  1. Navigate to Admin center and search for the tool "OData API Metadata Refresh and Export".
  2. Click on the refresh button and wait for it to complete.

See Also

KBA 2088055 - Instance Synchronization Feature Guide & need to know information - Platform


Instance synchronization, instance sync, error, application error, instance pairing, unknown error, odata api metadata refresh and export , KBA , LOD-SF-PLT-IST , Instance Sync Tool , Problem


SAP SuccessFactors HCM Core 1902