3772899 - Manually created E-Verify case shows "Internal error" when submitting - Onboarding

Upon clicking on "submit" on a a manually created E-Verify case for an active user, system throws an Error message: "Internal Error".

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 Onboarding

1. Create a manual Form I-9 and E-Verify Process for a specific active user
2. Confirm there is a signed Form I‑9 and attached document.
3. In Section 2, review Employee Information from Section 1 and enter ID document (e.g. List A US Passport)
4. Proceed to E‑Verify Create and Submit Case.
5. A pop-up displays the Error message: "Internal Error".

• Cause 1: The 'Reason for Delay' text box exceeded the 240-character limit.
• Cause 2: The driver's license number entered is more than 17 characters

SOLUTION 1:

1. Navigate to the E‑Verify Create and Submit Case screen where the 'Reason for Delay' text box is filled.
2. Edit the Reason for Delay text so that it contains 240 characters or fewer.
3. Submit the E‑Verify case.

SOLUTION 2:

1. Navigate to Manage Data > E-Verify Data
2. Search for the affected employee's User Sys ID
3. Take Action > Make Correction
4. Document BC Number length must be between 1 and 17 characters

• KBA 3354642 - When submitting an E-Verify Case receiving an error that says "An internal error occured while submitting the case." - Onboarding
• KBA 3630694 - An internal error appears when submitting the manual I-9 form during the E-Verify process - Onboarding
• KBA 3164389 - Error when trying to submit E-verify - Onboarding - SAP for Me

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