SAP Knowledge Base Article - Public

3147001 - When processing an E-Verify case with a current status of 'Photo Match' error received in Onboarding


  • While completing the E-Verify activity and clicking the Submit Case button error message received 
  • E-Verify Case Submission Error: E-Verify did not receive your case information. Please try to resubmit the case or try again later by going to the E-Verify To-Do tile, find the new hire and click Start to retrigger the E-Verify case

 "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 Onboarding

Reproducing the Issue

  1. Access the instance as Hiring Manager/Assignee
  2. Click on "Complete E-Verify" Home Page Tile
  3. Locate Candidate and click "Start"
  4. Select radio button for "Yes, this photo matches"
  5. Click "Submit Case"
  6. Error message received  


There was an issue on the sync of SuccessFactors and E-Verify data


  • Before clicking on "Submit Case" button press F12 to open the Developer Tools page
  • Then click on "Submit Case" button
  • Under Network tab select $batch event
  • In Response you are going to see the following: "CASE_STATUS_CONFLICT: Case is not in the correct state for this operation."
  • Go back to the Onboarding Dashboard
  • Locate the candidate and click on "View Details"
  • Locate portlet Form I-9 and E-Verify
  • In the right top corner, click on  “E-Verify view details”
  • At the bottom, click on "Refresh Data"
  • Receive "Successfully Refreshed Data from The Department of Homeland Security" message after data synced 


On boarding, OBX, CASE_STATUS_CONFLICT, E-verify, everify, SuccessFactors , KBA , LOD-SF-OBX-EVF , Everify , Problem


SAP SuccessFactors Onboarding all versions


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