SAP Knowledge Base Article - Public

2390538 - Distorted New Hire Portal - Onboarding 1.0


  • The Onboarding Employee Portal shows distorted
  • Employee Portal pages are not loading correctly
  • Link are being displayed in the wrong section
Normal (SAP Standard) Distorted (Edited)
SAPSUPPORT-00017 05-21-2019 8.10.15 AM.png SAPSUPPORT-00015 05-21-2019 7.56.39 AM.png

"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 Onboarding 1.0

Reproducing the Issue

  1. Logon to SAP SuccessFactors HCM as a System Administrator and go to Admin Center
  2. In Tools, find and select Manage Employee Portal
  3. Distorted Employee Portal page

    Reference Image: Distorted Employee Portal Page

    SAPSUPPORT-00015 05-21-2019 7.56.39 AM.png


The folder that contains the CSS and JS files are deleted.


For Live Customers, Implementation Partner(s), and Consultant(s)

The CSS and JS folder should not be deleted as it is a system folder which handles the style and format of Employee Portal. If mistakenly deleted, kindly follow the instruction to restore the folder.

  • Reference Image: CSS and JS Folder Under View All Site Content > Branding
  • SAPSUPPORT-00013 05-21-2019 7.50.15 AM.png


Restore CSS and JS Folder

  • Step 1: Login to SAP SuccessFactors HCM as a System Administrator and go to Admin Center
  • Step 2: In Tools, find and select Manage Employee Portal
  • Step 3: Click the Admin Site Action in the upper left corner of Employee Portal and select View All Site Content

    SAPSUPPORT-00015 05-21-2019 7.56.39 AM.png

  • Step 4: Hit the center of the framework or the page and click Tab key in your keyboard until the page scrolls down to Recycle Bin

    SAPSUPPORT-00016 05-21-2019 7.57.47 AM.png

  • Step 5: Mark the checkbox and click Restore Selection

    SAPSUPPORT-00018 05-21-2019 8.33.28 AM.png

  • Step 6: An error will shows that folder cannot be restored, disregard the error and click go back to site
  • Step 7: Return to Recycle Bin follow Step 3 and 4, and restore the folder that was left (An error will occur again, disregard)
  • Step 8: Employee Portal page is now returned to original formatting and style

    SAPSUPPORT-00017 05-21-2019 8.10.15 AM.png


Folder was Purged and Deleted Permanently in Recycle Bin 

Tried above resolution and it still won't work, try contacting support below.

Contact SAP SuccessFactors Cloud Product Support

Please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support case. In addition, follow the template when creating an case and provide the needed information below.

  • Subject: KBA 2390538 - Restore Onboarding Employee Portal SAP Standard Default Template 
  • Component: LOD-SF-OBD-POR

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Permission to restore Onboarding Employee Portal to SAP Standard Default template
    • [Insert approval]
  1. Username for Support Access (Read the agreement below)
    • [Insert Username]
  • May we have your approval for accessing your system environment to continue request? (Reply with your confirmation and username to access, refer to KBA listed below)
  • With your approval, accessing your system environment you agree for the actions we will take below.
    1. Review the data of affected users and compare it to those users who are working as expected.
    2. Capture screenshots/record screen clips of the issue.
    3. Analyze your system configuration
  • To know how to grant support access to SAP Cloud Product Support, please read the full article on 'How to Grant Support Access to SuccessFactors Support Staff' by clicking the reference KBA 2088892.


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SAP SuccessFactors Onboarding all versions