SAP Knowledge Base Article - Public

2962514 - New Hire Unable to Log into Onboarding 1.0 to Complete Paperwork


When new hires try log into Onboarding to complete their paperwork, they are prompted with the following error:

User doesn't exist. Attention! user will locked after 5 incorrect attempt(s).


SAP SuccessFactors Onboarding 1.0

Reproducing the Issue

Scenario 1:

  1. Log into the instance and proxy as the Onboarding new hire
  2. Notice no Paperwork tile appears for the new hire

Scenario 2:

  1. As the Onboarding candidate, open the link provided in the Welcome Email
  2. Create the Password and Security Question via the login screen
  3. The error is encountered:

User doesn't exist. Attention! user will locked after 5 incorrect attempt(s).


  • The Login/Username is not in sync between the Security > Users and Settings > Manage Employees pages
  • This problem only affects New Hires added to Onboarding during August 20-23, 2020
  • The issue has been identified and logged under INC0078535


For Customers:

  • For candidates created outside of August 20-23, there is confirmation from the Engineering Team the time on the servers is now synced & the issue will no longer occur for new candidates
  • For those created during those dates, if Pre-Day 1 user has been enabled, please create a support case using component LOD-SF-OBD-NHA

Product Support:

1. Go to Super Admin
2. Select HRData History
3. Provide the candidate HRDataID
4. Check for the EmployeeLogin key
5. If the Pre-Day 1 user ID was created before the Onboarding user ID, then there is a mis-synchronization of the Pre-Day 1 user ID
6. Prepare an xml file using Notepad (candidate.xml) with the following content:

<?xml version="1.0" encoding="UTF-8"?>
<KmsUserId>Candidate's HRDataID</KmsUserId>
<SFUserId>Candidate's SFUserID</SFUserId>

7. Go to Onboarding > Settings > Manage Employees and import the candidate.xml created in Step 1
8. Check OCI and make the necessary correction if the userId is missing 
9. It is not required to move the activity to the PHV step


sf, success factors, OBD, ONB, on boarding , KBA , LOD-SF-OBD-NHA , New Hire Activity , Problem


SAP SuccessFactors Onboarding 2005