SAP Knowledge Base Article - Public

3001905 - Unable to access Agency portal - Recruiting Management


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


  • 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.


SAP SuccessFactors Recruiting Management

Reproducing the Issue

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


The issue is due to the migration script and the permissions related to agency got skipped.


  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
  5. Log out
  6. In Provisioning, delete the MDF cache
  7. Log in again 
  8. Enable the Agency again in "Set Up Agency Access" in the Admin Center
  9. 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.


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


SAP SuccessFactors Recruiting all versions