3757683 - Application Error when Initiating Identity Authentication in Integration Upgrade

• An error occurs when initiating the identity authentication service from Upgrade Center.
• UI error message examples: "An application error occurred. Please try again later, or notify support (with the error information of errorId=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx, timestamp=2026-xx-xxT03:12:19.760+0000, and the version information from the current screen) if the issue keeps occurring."

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.

SAP SuccessFactors Platform

1. Go to Upgrade Center.
2. Find "Initiate the SAP Cloud Identity Services Identity Authentication Service Integration".
3. Click "Submit".
4. Get the Error Message "An application error occurred. Please try again later, or notify support (with the error information of errorId=xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx, timestamp=2026-xx-xxT03:12:19.760+0000, and the version information from the current screen) if the issue keeps occurring."

The request payload for the IAS upgrade missed a mandatory parameter. The process expects three mandatory parameters:CUSTOMER_EMAIL，USER_FIRSTNAME and USER_LASTNAME

Please check whether the user's email, first name and last name are blank. Fill in the details and retry if empty.

If these three mandatory fields are complete but issues persist, create a ticket to LOD-SF-PLT-IAS with information below.

• Company ID and support access
• Error Message
• The support team needs to perform operations in Upgrade Center. If you approve this action, please state in the ticket: "I authorize the support team to carry out operations in Upgrade Center."

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