3544482 - Getting White/Blank Screen When Trying to Launch Joule in SuccessFactors

In SuccessFactors after clicking on the Joule icon, it tries to load for a few minutes and then user gets a blank or grey-out screen.

• SAP SuccessFactors HCM Suite
• Joule

1. In SuccessFactors, click on the Joule icon at the upper-right hand side.
2. Notice that it tries to load and then leads to a blank/white screen.

1.This issue usually occurs due to the mis-match configuration of Conditional Authentication settings in IAS between Joule & SuccessFactors.

in IAS please check:

1. Go to to the application created for Joule by the BTP booster. (The application name should be with the format das-ias (Name of your subaccount). )
2. Set the Conditional Authentication settings for this application to match exactly what was set for your SuccessFactors application.

Then please clear your browser cookie and try to launch Joule again.

2. Another possible root cause of the issue is that the email address of the user Joule has not been verified in the IAS environment.

1. Log in to the relevant IAS environment as an admin.
2. Verify the email address of the IAS user.
3. If the email status is "Not Verified", log in to the email inbox of the user and click on the verification link sent from IAS.
4. If the user's email is a dummy email address, please kindly refer to KBA "3500902 - IBP: How to provision a test user that can login IBP with a dummy email address" to mark the user's email as verified manually.

3. If the above resolution does not work, it could be due to your Joule tenant and SF instance are integrated with different IAS domains, which can be identified from the SAML Tracer logs:  2461862 - Collecting SAML traces with Chrome, Edge or Firefox - SAP for Me 

For Example, in SAML Tracer logs you will see below URLs change when user performing SSO authentication for SucessFactors and Joule:

Step1. user accesses SF:https://SF_Data_Center.successfactors.com/login?company=XXXXX, and https://abc.accounts.cloud.sap is the IAS the SF instance integrated with.
Step2. user then launches Joule within SuccessFacotors by clicking Joule icon, in SAML tracer logs this action should be access: https://joule-XXXXX.JouleDC.sapdas.cloud.sap/resources/webclient/webclient.html?botName=sap_digital_assistant&defaultTheme=sap_horizon, and  https://abc.accounts.ondemand.com is the IAS, the Joule Tenant integrated with.

In conclusion:

SF integrated with https://abc.accounts.cloud.sap as IDP or proxy IDP

Joule integrated with https://abc.accounts.ondemand.com as IDP or proxy IDP

These 2 IAS tenants have different domain hence the SF SSO user authentication cookies stored cannot be leveraged by Joule authentication for the same user. 

It is NOT recommended to update the integrated IAS domain from SF side directly from SF provisioning > Single-Sign-On settings to make it match with the IAS domain that integrated with Joule tenant because it will break the configurations from SuccessFactors end.

We suggest customer create a case to CA-JOULE component for consulting workaround further.

Support Team, please refer to internal memo.

• 3390798 - Joule availability in SAP SuccessFactors - SAP for Me
• SAP Discovery Center Mission - Activate Joule for SAP SuccessFactors

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