SAP Knowledge Base Article - Public

2693402 - E-Signature fails with Error : "The user name and/or the electronic signature you entered are not correct"

Symptom

Error: "The user name and/or the electronic signature you entered are not correct." when using E-Signature.

Environment

SAP SuccessFactors Learning

Reproducing the Issue

  1. Log in via SuccessFactors HXM Suite
  2. Go to Learning Administration
  3. Go to Manage User Learning > Add Learning History tool > proceed through the steps until the very end
  4. When E-Signature is requested, input the Admin ID and PIN combination.
  5. Error will be received.

Resolution

The best practice is for the following data to be the same:

  • BizX/HXM User ID
  • BizXHXM User Name
  • Learning User ID
  • Learning Admin ID

While this is best practice, it is still possible to have different IDs compared to User Name. As long as E-Signature is being utilized while logged in via BizX/HXM, make sure users are using their BizX/HXM User Name rather than ID. Users should be utilizing the appropriate PIN depending if the E-Signature is being done on the user or admin tool.

Reason: E-Signature verification in LMS invokes a BizX/HXM API to authenticate the admin credentials. The system will try to match BizX/HXM User Name with the Learning Admin ID. If they are not the same, the "The user name and/or the electronic signature you entered are not correct." error message is presented.

Possible Option:

  • Create a new user account in BizX/HXM that has the same ID/User Name as well as in Learning. The Merge Users tool can be used to make sure Learning data is transferred between accounts

Keywords

e-signature, PIN, esignature, esig, e-sig, verify, learning, LMS, validation, incorrect , KBA , LOD-SF-LMS-ESG , E-Signature , LOD-SF-LMS-ADM , System Admin, Global Variables, References , Problem

Product

SAP SuccessFactors Learning all versions