SAP Knowledge Base Article - Public

2857394 - Offer Letter Gateway Timeout - Recruiting Management

Symptom

  • When creating an offer letter, the page keeps loading until popping up a Gateway Timeout error.
  • Sample error message: errorId=null, timestamp=null, errorMessage=Gateway Time-out, errorName=dwr.engine.http.504, requestURL=/xi/ajax/remoting/call/plaincall/offerLetterControllerProxy.createInternalOfferLetterAttachment.dwr, reply=<HTML><HEAD><TITLE>Gateway Timeout - In read </TITLE></HEAD><BODY><H1>Gateway Timeout</H1>The proxy server did not receive a timely response from the upstream server.<P>

Environment

SAP SuccessFactors Recruiting Management

Reproducing the Issue

  1. Open a candidate application in the offer status
  2. Click Take Action > Offer > Offer Letter
  3. Select an offer letter template, click on Next Step
  4. The page will keep loading and then pop up a Gateway Timeout error

Cause

The system failed to generate the offer letter attachment due to the offer letter content.

Possible causes identified so far:

  • Possible cause 1: You have inserted the [[LOGO]] token in the offer letter, and an external URL is configured in the Company Logo URL setting. Storing a logo externally can cause severe performance issues. PDFs can take much longer to print and some may even fail/timeout when trying to retrieve the logo.

Resolution

In the case of Cause 1, please refer to KBA 2089436 to upload and setup the URL of the Company Logo.

See Also

KB article 2089436 - System: Uploading and displaying your company logo into the SuccessFactors Application - BizX Platform

Keywords

image not yet in cache, Gateway Timeout, offerLetterControllerProxy.createInternalOfferLetterAttachment.dwr, offer letter, candidate company logo, [[LOGO]] token , KBA , LOD-SF-RCM-CAO , Candidate Offers, Offer Letters , Problem

Product

SAP SuccessFactors Recruiting all versions