SAP Knowledge Base Article - Public

2622739 - Asynchronous Task is Completed with Error when Candidate and Translator Email is Identical - Onboarding 1.0 [DocuSign] [US I-9]


When candidate tries to sign forms in New Employee Step, one of below error shows.

  • Processing Files 0%
  • Asynchronous task is completed with error
  • The specified envelope has duplicate recipients
  • An error occurred while executing DocuSignUploadAsyncTask
  • Can't create envelope


SAP SuccessFactors Onboarding 1.0 - All Versions

Reproducing the Issue

  1. Navigate SAP SuccessFactors HCM > Onboarding > Affected Candidate Activity
  2. When accessing the activity a panel will show 'Processing Files 0%' and error notification shows 'Asynchronous task is completed with error.'


The error message 'Asynchronous task is completed with error' is received if both the candidate E-Mail ID and translator E-Mail ID is similar. If Candidate's E-Mail ID is maintained in Translator E-Mail Field DocuSign throws an error at the back end 'Can't create envelope' and 'The specified envelope has duplicate recipients.'.


US Form I-9 Translator is a person who helps the candidate to understand the document if in case the candidate is physically disabled which limits a person's physical functioning, mobility, dexterity or stamina.


For Live Customer(s)

Due to incorrect data, the record needs to be rectified in the back end. In addition, US Form I-9 Section 1  must be deleted before restarting the activity. Please reach out to SAP SuccessFactors Cloud Product Support in SAP One Support Launchpad via SAP Expert Chat or Support Incident. In addition, follow the template when creating an incident and provide the needed information below.

  • Subject: KBA 2622739 - Candidate and Translator Email is Identical
  • Component: LOD-SF-OBD-DSN

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert and confirm affected hire/candidate's name]
    • [Insert and confirm affected hire/candidate's E-Mail Address]
    • [Insert screenshot of the issue]
  • In addition, confirm if the Candidate has an I-9 Translator and provide the following information in a secure way. (Save below information in a notepad text and attach it in SAP One Support Launchpad with confidential marking.)
    • Translator Complete Name
    • Translator Complete Address (Street Address, City, State, Zip, Country)
    • Translator's E-Mail Address
  1. Permission to proceed on updating the record and deleting the US Form I-9 Section 1 of Affected Candidate
    • [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.


SAP SuccessFactors, Onboarding, Help, Assistance, Incorrect User Handling, Error, Duplicate E-Mail, Translator Email, Candidate E-Mail, DocuSignUploadAsyncTask , KBA , #sfobdproblem , #sfobduserhandling , #sfobddocusign , LOD-SF-OBD-DSN , DocuSign , Problem


SAP SuccessFactors Onboarding all versions