SAP Knowledge Base Article - Public

2806449 - Custom Process Without Orientation Step Stuck at Signature Step - Onboarding 1.0 [Docusign eSignature] [1905 Production Defect]


  • The custom process (Internal Hire, Crossboarding, Global Onboarding, Country Specific) without orientation step is stuck at Signature Step
  • Timestamp error is received when Hiring Manager tries to close the case: "Application Error" or "Unexpected error occurred." or "Object reference not set to an instance of an object."


SAP SuccessFactors Onboarding 1.0 - Build 1905

Reproducing the Issue

  1. New Hire signs the paperwork in New Employee Step via DocuSign Outside Signing
  2. New Hire receives a page where orientation step is needed
  3. When Hiring Manager tries to take the activity, timestamp error is received and activity is closed as All Documents Submitted


An error at the back end log shows "Object reference not set to an instance of an object." at "SignDocuments.ShowDocuSignOutsideSigningStepCompletedMessage()"


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

At the time of creating this KBA, the resolution is being worked on by our engineering team (reference code: ONB-24940).

The issue is currently under review and as soon as additional details are available, this KBA will be updated with the appropriate information.



For a temporary solution, please reach out to SAP SuccessFactors Cloud Product Support in SAP for Me via SAP Expert Chat or Support case. SAP Support team will close and move the case to All Documents Submitted status in the back end. To expedite the workaround, follow the template when creating an case and provide the needed information below.

  • Subject: KBA 2806449 - Custom Process Without Orientation Step Stuck at Signature Step
  • Component: LOD-SF-OBD-DSN

Problem Description:

  1. BizX Company ID 
    • [Insert affected instance]
  1. Affected Hire/Candidate
    • [Insert affected hire/candidate's name]
    • [Insert screenshot of the issue]
  1. Permission to Move the Candidate to All Documents Submitted Status
    • [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.


See Also


Defect, Regression, ShowDocuSignOutsideSigningStepCompletedMessage, Exception of type 'System.Web.HttpUnhandledException' was thrown. --> Object reference not set to an instance of an object.,  XpressHR.Global - Application Error , KBA , LOD-SF-OBD-DSN , DocuSign , Bug Filed


SAP SuccessFactors Onboarding 1905