Team members unable to access action connector (SIM-T_New) — Authentication expired error

Q&A
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1

Hello Team,

I recently created an App using Amazon Quick and integrated several action connectors, including SIM-T_New (MCP-based connector with Custom user-based OAuth).

The Issue:

Some team members are now encountering the following errors:

  1. In the App: “Authentication to the action connector has expired. Please check your access and sign in again.”

  2. In Connectors page: They cannot find the SIM-T_New connector via Navigation side panel → More → Connectors.

  3. Via direct link: When I share the connector URL, they see: “This action connector is not available. It may have been deleted or you don’t have permission to view it.”

Additional Context:

  • When the App was initially shared with them, they had full access to all functionality — including the connector actions. The error started appearing recently.

  • The connector is working fine for me and some other team members.

  • Affected members are at L2 job level, while L3 and above members have no issues.

  • The connector uses Custom user-based OAuth authentication.

What I’ve Checked:

  • The connector is active and shows “Ready” status in my account.

  • The connector has not been deleted or reconfigured.

Questions:

  1. Is this related to subscription tier differences between L2 and L3+ members (e.g., Free/Plus vs. Professional)?

  2. If members initially had access but lost it, could a subscription/license change have caused this?

  3. What is the recommended way to restore access for affected members?

Any guidance on troubleshooting this would be appreciated. Thanks!

2

Hi @asurvase and welcome to the community!

Thanks for providing so much detail. Based on what you’re describing, I don’t think this is a subscription tier issue, the fact that the affected users previously had full access and then lost it points to either a permissions change or an OAuth token expiration.

Since the connector uses Custom user-based OAuth, the most likely cause is that the affected L2 users’ OAuth tokens expired and they need to re-authenticate to the connector. Have them try going to Navigation → More → Connectors and re-authenticating the SIM-T_New connector. If they can’t even see the connector there, it’s most likely a sharing/permissions issue, make sure the connector is explicitly shared with those users or their group.

I’d also check with your admin whether any permission or group membership changes were made recently that coincide with when the errors started. If L2 users were moved to a different group or their Quick access level was changed, that could explain the loss of visibility.

Hope this helps and feel free to keep us updated!

3

Hello Cesar,

Thank you for replying and explaining the possible reasons.

Hereby, I confirm Team members are unable see connector through Navigation → More → Connectors.

Once again, thank you for your efforts!

4

Hi @asurvase,

Thanks for confirming. Since the affected team members can’t even see the connector, I am fairly certain that this is a sharing/permissions issue.

I believe the fix is to explicitly share the SIM-T_New connector with those users or their group. Navigate to where you manage your connectors (Navigation → More → Connectors), find SIM-T_New, and check its sharing settings to add the affected L2 users or their group.

Once they can see the connector, they’ll likely be prompted to authenticate with their own OAuth credentials since it uses Custom user-based OAuth.

I’d also check with your admin/IT team if any group changes were made around the time the errors started.

Hope this helps!