SAP Knowledge Base Article - Public

2877978 - Users are unable to access SuccessFactors due to an internal error

Symptom

  • I'm unable to login within SuccessFactors even when typing the correct password with certainty;
  • I'm unable to access SuccessFactors due to an internal error;
  • "An internal error has occurred in the system. Please contact technical support" error message being thrown when attempting to login;

Environment

 SAP SuccessFactors HXM Suite

Reproducing the Issue

  1. Access the instance's main URL to reach the Login Page;
  2. Type your credentials on the respective fields;
  3. Try to login;
  4. The error message "An internal error has occurred in the system. Please contact technical support" is thrown.

Cause

Temporary network instability usually are the common cause. By checking the logs, our Support Team will be able to isolate the cause.

Resolution

In order to evaluate this behavior, SuccessFactors Cloud Product Support must be engaged.

Raise a new support incident under the component LOD-SF-PLT-UPG and provide the following information:

  • Screenshot of the error message;
  • Affected instance's Company ID;
  • An affected user's username and password for issue replication purposes;
    • Please use our Remote Logon Depot according with the steps shown at the KBA 2436508.
  • Also, please let support know if the instance has passed through some recent Instance Refresh or Backup Recovery process.

Instruction for SAP Cloud Product Support only:

  • Check on the internal memo as well.

See Also

  • 2088150 - Troubleshooting all login issue for SAP SuccessFactors HCM Suite

  • 2436508 - How to access Customer Remote Logon Depot to maintain system logon credentials

Keywords

internal error, error, login error, login issue, database recovery, schema rebuild, , KBA , LOD-SF-PLT-UPG , Upgrade, Patches, Lifecycle Management , Problem

Product

SAP SuccessFactors HXM Suite all versions