3472910 - "Error occurred while trying to get documents from DMS" - Onboarding

When attempting to complete the e-Signature step the onboardees face the following error:

"Error occurred while trying to get documents from DMS"

SAP SuccessFactors Onboarding

This error could have more causes and/or resolutions.

This KBA will address one of them that is temporary server unavailability.

To confirm the server availability, you can verify whether upload is working in general.

To do so, go to Admin Center --> Management Documents and try to upload a document, any document. If you are able to upload the document, the DMS is working as expected. 

If upload is working, please retry e-signature function. To do so, it is necessary to decline the E-Signature for the given candidate and resubmitted Personal Data Collection and Additional Data Collection.

If the issue persists even when uploading a document through Admin Center --> Management Documents, feel free to submit a ticket to Product Support.

onboarding, dms, error, e-signature , KBA , LOD-SF-OBX-FRM , Compliance 2.0 Country Forms (except i9&EV) , Problem