SAP Knowledge Base Article - Public

3367640 - Refresh Entitlement throws an error: The system can’t retrieve the refresh quota information due to network issues. Please try again in 15 minutes or contact Product Support.

Symptom

Error is encountered when accessing Instance Refresh Center > Refresh Entitlement

The system can’t retrieve the refresh quota information due to network issues. Please try again in 15 minutes or contact Product Support.

 

Environment

SAP SuccessFactors HXM Suite

Reproducing the Issue

  1. Go to Admin Center.
  2. In the Tools Search field, enter Instance Refresh. Access the tool by clicking on the search result. The Instance Management page appears with the Full Copy (Instance Refresh) option selected.
  3. Choose Next.
  4. Choose View Refresh Entitlement.

Cause

  • There is mismatch in the tenant's name in Cloud Reporting (BizX End) & SPC CLD end which is basically causing the issue
  • Such tenant name mismatch is to happen when customers change the name from Launchpad

Resolution

  • You will need to update the same tenant's name that is present in BizX through Launchpad so that it will change the same in SPC end for the instance(s).
  • Referencing KBA 0002832479 on How to request Tenant Name and/or Tenant ID changes in the System Data application
  • If fixed via Launchpad, it will no longer be a blocker for IRT refresh for any of the tenants. But if not, suggest to proceed with the manual refresh to unblock and avoiding business impact.
  • Parked for upcoming releases to fix this issue

See Also

2791468 - Instance Refresh Tool for BizX & LMS | Must-know guide & FAQ

2332303 - Is there a limited times we can request an instance refresh?

Knowing Your Company's Refresh Entitlement

Keywords

IRT, Refresh Entitlement, The system can’t retrieve the refresh quota information due to network issues , KBA , LOD-SF-PLT-IRT , Instance Refresh Tool , Problem

Product

SAP SuccessFactors HXM Core 2305