SAP Knowledge Base Article - Public

3142065 - AskHR - Not able to open attachments added in Ask HR ticket in SF Mobile app


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

Users are not able to open attachments added in the Ask HR ticketing application from the SF Mobile app.

However able to open same attachments in the Desktop version of Ask HR app.


  • SAP SuccessFactors HXM Suite
  • SAP SuccessFactors Employee Central Service Center

Reproducing the Issue

  1. Login to SF Mobile app as the affected user
  2. Select “Ask HR” option
  3. Open ticket which have attachment
  4. Go to attachment section and select any attachment


The dialog "Could not Preview Attachment" pops up due to the setting restriction in admin configuration.


If you want to preview attachment, please contact admin/HR to change the configuration in [Admin Center] - [Mobile Settings] - [On-device Secure Storage] and check on the checkbox. (search as "Enable Mobile Features")

This is by design for security needs if admin disable the function.


AskHR, preview, attachment, error, SF Mobile, , KBA , LOD-SF-INT-AHR , Ask HR - Employee Central Service Center (ECSC) , Problem


SAP SuccessFactors HCM Core all versions ; SAP SuccessFactors HCM suite all versions


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