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The purpose of this page is to document the information that Customer Success (CS, Support) requires in order to quickly and efficiently troubleshoot connector related incidents.


Effectively, this topic will be arranged in two parts: “Configurations to Check Prior to Submitting” and “Information to Submit Checklist”.  The first topic will go over common configuration checks that CS would like our customers to make before submitting an incident and the second topic lists and discusses the various information elements that will greatly speed up the process to resolution.

Configurations to Check Prior to Submitting

The following list of connector configurations and reports are a good place to start when troubleshooting odd connector behavior.  Please run through this list to double-check configurations that another Admin may have changed, run the available tests, and review any run reports the system may have archived on your behalf:

  • Current Connector Configuration - This can be found at the following location:

    Admin UI > System Admin > Configuration (vertical menu) > System Configuration (sub topic) > CONNECTORS (paper/pencil edit icon/link)

Important name/value pairs within this embedded configuration file are:

      • connector.input.file.location – ensure this is set to “FTP” unless you’re running an on-premise instance of the LMS application.

      • connector.ftp.input.remoteDirectory – this value should be the expect SFTP location you’ll be sending or uploading your connector input files.

      • connector.ftp.server – an accurate host domain/location is important for to pass the “SFTP Connection Test”.

      • connector.ftp.userID – an accurate SFTP username is also important to pass the “SFTP Connection Test”.

      • connector.ftp.password – an accurate SFTP password is equally important to pass the “SFTP Connection Test”.

      • connector.pgp.enabled – this value should be set to “false” unless you’re explicitly encrypting your input files with a provided public key.

      • Any other custom configuration setting – if you’ve added custom configuration settings, please double check any available documentation to ensure these settings are being used appropriately.  These settings can include: data transformation, data format, data mapping, connector behavior settings, etc.


  • Current Connector Schedules – This is important to ensure no two (or more) connectors are scheduled to run at the exact same time:

    Admin UI > System Admin > Connectors > Click on each connector to determine if their schedule is active, and if so, how is the reoccurrence schedule set to execute.


  • Connector SFTP Connection Test -  This will help determine if there’s a more general issue of SFTP credential or directory permission failure within the Connector Configuration:

    Admin UI > System Admin > Connectors > Click on an individual connector > Click on the “Test FTP Connection” button to run the SFTP connection test.


  • Connector Run Result and Errors – This will provide invaluable information to CS about what specific issues an individual connector is having when processing the input file taken from the SFTP server: 

    Admin UI > System Admin > Connectors > Click on an individual connector > Click on either the “View Errors” to review the latest Java errors or click on the “View Results” button and generate a run report for a specific connector run by clicking on the “View Details” row icon. 

Information to Submit Checklist

The following checklist of information is extremely valuable for CS to have early on when processing the incident.  Please fill out this list to the best of your ability prior to submitting a CS incident through the SAP Successfactors Support Portal (, and include it as part of the initial description of the incident:

  1. A description of the current connector behavior.

  2. The last known date/time that the connector had successfully run/behaved.

  3. The URL location of your LMS instance (this helps determine whether on-premise or cloud-based/SAAS).

  4. Is this a Production, Staging, Development, etc. environment?

  5. What version or build of LMS are you running?

  6. Is this a SF/BizX integrated environment?  In other words, do you export information from SF/BizX and import it into LMS?

  7. Do you have any custom connector configurations?  If so, were these recently changed?

  8. Any configuration changes to the LMS system prior to the unexpected behavior?  This includes environment “refreshes” from a system snapshot or other LMS instance.

  9. Detail any connector run errors or report exceptions that have recently occurred.

  10. Do you see this behavior in any of your other similar/mirrored environments?

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