3167729 - Complete e-Signature; "Click to Sign" not working for New Hire Custom Form - Onboarding

During the Complete e-Signature step, when the onboardee clicks "Click to Sign", the system fails to capture the digital signature on the document template and triggers an application error with the message → "Looks like something went wrong!"

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

1. Perform the Complete e-Signature task
2. Open the document
3. Click on "Click to Sign"
4. Result(s): The system fails to capture the digital signature on the document template and triggers an application error with the message → "Looks like something went wrong!"

The error is caused by incorrect dimensions configured for the signature (DocuSignSignHere) and date (DocuSignDateSigned) fields in the document template.

TROUBLESHOOTING:

Developer Tools > Network:
{
"error" : {
"code" : "ServerErrorException", "message" : {
"lang" : "en-US", "value" : "Cannot invoke \"org.apache.pdfbox.cos.COSArray.get(int)\" because \"fieldAreaArray\" is null"
}
}
}

SOLUTION:

1. Reconfigure the document template by correcting the field dimensions for the signature and date fields as follows:
   • Width: 52.92 mm
   • Height: 7.76 mm
     
2. Replace the existing document template by uploading the corrected version via Admin Center > Maintain Onboarding and Offboarding Document Templates.
3. Restart the onboarding process for the affected onboardee to ensure the updated document is applied during the Complete e-Signature step.

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