SAP Knowledge Base Article - Public

3222190 - An employee's profile is not visible in Org Chart with error 'The user was not found'


  • An error occurs when searching for an employee profile in the Org Chart
  • The user was not found. Please try again later, or notify support (with the error information of errorId=xxxxx, timestamp=xxxxx, and the version information from the current screen) if the issue keeps occurring.


SAP SuccessFactors HXM Suite

Reproducing the Issue

  1. Login to SuccessFactors
  2. Go to Company Info
  3. Search for the user


A demo only option is enabled in Provisioning called 'Basic Org Chart V12 Lite Version (DEMO ONLY: Known Issues)'. This option should not be enabled.


Option should be disabled in the instance.


Org Chart error, The user was not found , KBA , LOD-SF-PLT-ORG , Org Chart Issues , Problem


SAP SuccessFactors HXM Suite Core 2205