3001905 - Agency User faces error "Unexpected exception occurred or API Servers may be down. Please retry after some time or contact the System Administrator."

• When trying to reset password for agency user, users are getting Internal server error.

OR

• When trying to log into the agency portal, agency user receives the following error message and is unable to log into the agency portal:
  
  • Unexpected exception occurred or API Servers may be down. Please retry after some time or contact the System Administrator.

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

SAP SuccessFactors Recruiting Management

1. Go to Set Up Agency Access
2. Create a User for the agency
3. Try resetting the password
   

This is caused by three main issues:

1. The Agency URL is incorrect for the credentials entered.
2. The Agency ID or Company ID entered by the agency user is incorrect, incorrectly spelled, or includes a space at the end.
   
   • The API call for the agency login will take these values and if they are incorrect they will fail the API call with the error.
3. API is stuck for the agency from instance to agency portal, this will occur for all agency users of the agency.

For Cause 1: The Agency URL is incorrect for the credentials entered.

Solution: Verify that the correct agency URL for the corresponding Data Center is being used 2674906 - Agency Portal URL - Recruiting Management

For Cause 2: The Agency ID or Company ID entered by the agency user is incorrect, incorrectly spelled, or includes a space at the end.

Solution: Verify that the credentials are being entered correctly with no spacing. If the agency user can't provide the password to test, then use the correct Company ID, Agency ID, Username, and incorrect password. If an incorrect password message appears this means the API is fine and the issue based on credentials entered.

For Cause 3: API is stuck for the agency from instance to agency portal, this will occur for all agency users of the agency.

Please follow the steps below:

1. Go to Manage Recruiting settings
2. Disable Recruiting Agency Access   >> save 
3. Log out
4. Clear Browser history and cache
5. Login again
6. Re-enable Recruiting Agency Access  >> save 
7. Confirm that it displays the successful message “Agency Portal settings saved successfully”. ※If it does not display the message, the user may be lack of permissions.
8. Once done do a OData API Metadata Refresh And Export.

Note: If after these steps the issue persists, please follow these steps below:

1. Go to "Set Up Agency Access" in the Admin Center
2. Disable the affected Agency
3. Save the changes
4. Do a OData API Metadata Refresh And Export OR Via Provisioning use MDF Clear Cache
5. Log out
6. Log in again 
7. Enable the Agency again in "Set Up Agency Access" in the Admin Center
8. You should be able now to log into the Agency Portal again

To save the setting, it is recommended to login as an admin user who has full admin permissions. If the user is lack of permissions, the feature cannot be enabled completely and it will lead to the error.

If the issue persists please raise an incident to SAP SuccessFactors Recruiting Management component team: LOD-SF-RCM-POR.

2838752 - Agency Portal 2.0 - Recruiting Management

2674906 - Agency Portal URL - Recruiting Management

3362775 - Agency User faces password reset error - "This URL is expired. Click Forgot Password on the login page and use the latest URL to reset the password."

3362780 - Agency User faces password reset error - "Password link has Expired. Kindly reset the password again."

3362760 - Agency User faces password reset error - "Password link not valid"

Login, Error, Agency, Internal, Server, API, Exception, Unexpected, exception, occurred, maybe, down , KBA , LOD-SF-RCM-POR , Career and Agency Portals , Problem