SAP Knowledge Base Article - Public

2809720 - Error: "Unlock failed. Please create an incident to resolve it."

Symptom

You get the message "Unlock failed. Please create an incident to resolve it" and you wonder why.

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to any work center (i.e. Sales work center).
  2. Go to any view (i.e. Opportunities view).
  3. Open the same object in two different browsers.
  4. Click Edit in one of the browser.
  5. Click Edit in the other browser.
    RESULT: You get the message "You have locked this object for editing. Do you want to unlock it?".
  6. Click Yes.
    RESULT: The system answers "Unlock failed. Please create an incident to resolve it".

Cause

This message can happen when your user loses internet connection during editing of an object, for example.
 
The initial message (“You have locked this object for editing. Do you want to unlock it?") occurs when your user is simultaneously editing the same object in two different browsers. It can also happen that the object was saved in the cache and the system considers that you still have it opened. Please, read article <2577109 - How To Unlock A User C4C / BYD> for more details.

Resolution

Our Support team can delete the locks in the backend. You need to open an incident for that.

See Also

2577109 - How To Unlock A User C4C / BYD

Keywords

lock, unlock failed, object, You have locked this object for editing, , KBA , LOD-CRM-ACC , Account , LOD-CRM-OPP , Opportunity Management , How To

Product

SAP Cloud for Customer add-ins all versions