3755629 - [1H 2026] People Search / Directory Search Returns “Application Error” After Instance Refresh

After an Instance Restore operation is performed on a SF tenant, the People Search (Directory Search / Enhanced People Search) returns an application error. Users are unable to search for colleagues by name or username.

Example:

• “Application error” is displayed when performing a People Search / Directory Search.
• Search results fail to load after the instance refresh or restore activity.

SAP SuccessFactors HCM Suite

1. Perform an Instance Restore activity on a SAP SuccessFactors tenant where Enhanced People Search is enabled.
2. Once the restore process is completed, log in to the restored instance.
3. Navigate to People Search / Directory Search. Search for any user using name or username.
4. Observe that the search fails and an “Application error” message is displayed instead of returning search results.

• During an Instance Refresh / Restore activity, the tenant is temporarily disconnected from the Enhanced People Search indexing service as part of the standard restore process. This is expected system behavior.
• Currently, after the refresh/restore is completed, the re-indexing process is not triggered automatically. As a result, the search indexes required for People Search / Directory Search may not be available immediately after the restore.Because of this, users may experience an “Application error” when attempting to search for employees until the tenant is re-onboarded and the search indexes are rebuilt.

• A code fix is currently under development to ensure that the Instance Refresh/Restore pipeline automatically triggers the re-onboarding process in Platform Search after the restore activity is completed.This KBA will be updated with the patch deployment information once the fix is confirmed and scheduled for release.
• To stay informed about updates related to this issue, click the star icon to bookmark this article and subscribe for notifications.For more information about notifications for updated SAP Notes or KBAs, refer to KBA 2171560 - How to be notified of new or updated SAP Notes or KBAs.
• If you are currently experiencing this issue, please create a support case under component LOD-SF-PLT-SRH.
  (Support teams: Please review  the internal memo for recommended workaround instructions and next steps prior proceeding)

• KBA: 3675949 - Enable Enhanced People Search in the Global Header and the Directory Search option is grayed out. 
• KBA:3728404 - Enhanced People Search Enablement and Re-indexing Schedule – SAP SuccessFactors 1H 2026 
• Enhanced People Search is Now Available | SAP Help Portal 

KI1H2026,Application error in Enhanced people Search, application error searching user, user search error , application error post instance refresh , ISH-29599,INC27122144 ,User Search Error,  Search Failure , KBA , LOD-SF-PLT-SRH , Search , Problem