SAP Knowledge Base Article - Public

2731827 - 'Failed to retrieve the photo" in Third Verification of E-Verify Process - ONB


  • In Onboarding, when trying to process E-Verify process, received a message "Failed to retrieve the photo".
  • Unable to continue E-Verify process due to error message "failed to retrieve the photo" from DHS side.
  • How to resolve photo matching error message from the Department of Homeland Security.


SAP SuccessFactors Onboarding

Reproducing the Issue

  1. Navigate to SAP SuccessFactors HCM > Onboarding
  2. Take the E-Verify activity of affected candidate
  3. Receiving Error: "Failed to retrieve the photo." in Third Verification 


SAP SuccessFactors Onboarding and E-Verify are out of sync.


For Live Customer(s) 

Refresh Case Status

  1. Navigate to SAP SuccessFactors HCM > Onboarding
  2. Find the E-Verify activity of affected candidate and click View at a Glance button
  3. Refresh Data from E-Verify Service
  4. Navigate back to SAP SuccessFactors HCM > Onboarding
  5. Take the E-Verify activity of affected candidate
  6. If error still exist, contact support 

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: KB article 2731827 - 'Failed to retrieve the photo" in Third Verification of E-Verify Process - ONB
  • Component: LOD-SF-OBD-EVF

Problem Description:

  1. SuccessFactors Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
    • [Insert screenshot of the issue]
  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 KB article 2088892.

See Also

Product Support, please see Internal Memo.


SF, OBD, ONB, on boarding, Success Factors, home land, everify , KBA , LOD-SF-OBD-EVF , e-Verify , Problem


SAP SuccessFactors Onboarding all versions