- What troubleshooting steps can I perform to help diagnose errors and issues in SAP Analytics Cloud (SAC)?
- What information do I need to provide when opening a case for SAP Support?
- How can I create an optimal support case to avoid delays and expedite / speed up case/problem resolution with SAP Product Support?
- What type of cases (only errors, incorrect/missing documentation, operations requests) should I send to SAP Support? See What is Support / What is Consulting!
- For missing features and functionality, create an enhancement request or check the roadmap for upcoming features!
- For consulting or how-to questions, please ask a question on the SAP Analytics Cloud Community or reply and share your knowledge!
- 🆕👥 New Users and Trial Users Start Here!
🔥📰 HOT NEWS!
- SAP Analytics Cloud (Enterprise)
We highly recommend using the Support Assistant to solve your issues faster!
See the following video for more information: Product Support -- Introducing the support assistant and support log assistant.
1. Generic information required to expedite case resolution
- Only one error or problem or issue or behavior should be logged for each case.
- Object name: The name or ID, and URL of the object like story, model, data action, analytic application, etc. Paste the direct URL if possible!
- Model Type: Analytic, planning, account or measure type, live, import (acquired / local), underlying data source (cloud or on-premise?), version / service pack of underlying data source.
- Details: Step-by-step description including navigation and expected results / actual results, process/workflow and the user (and role) that reproduced the error, problem, issue, or behavior.
- Performance Issues? See: Troubleshooting performance issues.
- Connection Issues? See: Troubleshooting Live connection issues or Troubleshooting Acquired connection issues.
- Time: When you experienced the issue, error or problem.
- Errors, trace/console files, correlation ID and warnings (Mandatory for all front-end issues):
- Copy all errors or warnings observed in the application and in the browser console (Press F12 or CTRL + Shift + I on your keyboard).
- Attach the web browser HAR file and console log files to the case. See 2280022 - How to collect a HTTP archive (HAR) file. Mandatory for all front-end issues.
- Include the correlation ID (if available) to help track down the cause and help us resolve your case more quickly!
- Note: The correlation ID is saved with all errors, but isn't a code that corresponds to a specific error. Instead, it's a unique identifier generated by the system to help us trace what the system was doing when the error occurred.
- Note: Please add this into the case text description. This helps our machine learning algorithms, see AI and Machine Learning Drive Automation in Product Support!
- Once a support user is created by SAP, assign a role (i.e. Admin) to the newly created support user (SAP_SUPPORT_ACCESS#).
- Add other user credentials for underlying data sources (BW, S4/HANA, BPC, etc.) into the secure area if applicable. See 1773689 for more information.
- Note 1: Share the object such as the story, model, bookmark or connection by using the share icon, if available.
- Note 2: Provide connection information for the data sources (live or import) connected to SAP Analytics Cloud. See Remote Support.
- Product: SAP ANALYTICS CLOUD
- Installation: SAP ANALYTICS CLOUD
- System/Product: Choose the correct system using the description as your guide.
|LOD-ANA-AD||Analytics Designer / Analytic Applications|
|LOD-ANA-ADM||Administration - Roles, security, monitoring, users/teams, authorizations, permissions.|
|LOD-ANA-ADM-MON||Monitoring and usage tracking|
|LOD-ANA-AQU||Acquiring Data - Import Data Connections (any supported data source type).|
|LOD-ANA-AQU-BW||Acquiring Data - Import Data Connections using BW or BW4/HANA|
|LOD-ANA-AQU-ODATA||Acquiring Data - Import Data Connections using OData|
|LOD-ANA-AUT||Authentication / Login issues, SAML|
|LOD-ANA-DES||Story design & visualizations, charts, etc. using an Analytic model|
|LOD-ANA-MOB||SAP Analytics Cloud Mobile app|
|LOD-ANA-MOB-IOS||SAP Analytics Cloud Mobile app - IOS specific|
|LOD-ANA-MOB-AND||SAP Analytics Cloud Mobile app - Android specific|
|LOD-ANA-LDC||Live Data Connections (generic data source)|
|LOD-ANA-LDC-BW||Live Data Connections (BW and BW/4HANA)|
|LOD-ANA-LDC-HAN||Live Data Connections (HANA)|
|LOD-ANA-LDC-UNV||Live Data Connections (Universe)|
|LOD-ANA-LDC-WBI||Live Data Connections (WEBI)|
|LOD-ANA-MIG||NEO to CF tenant migration|
Planning processes: data actions, value driver trees, allocations, validations
Import - using SAP BPC
Export - using BPCBW/IBP/S/4HANA
Calendar - Tasks | Process
|LOD-ANA-PL-DE||Data entry and mass data entry (into tables)|
|LOD-ANA-PL-MOF||New lines and member on the fly|
|LOD-ANA-PL-PLI||Planning integration (BPC, S/4HANA, IBP), Exporting data|
|LOD-ANA-PR||Predictive, Smart Predict, predictive scenarios and Smart Assist (Smart Insights, Smart Discovery)|
|LOD-ANA-BR||Digital Boardroom (DiBo) capabilities of SAP Analytics Cloud.|
|LOD-ANA-BW||Live Data Connections to BW and BW/4HANA data sources.|
|LOD-ANA-DAN||Data Analyzer (BW Live connections)|
|LOD-ANA-HUB||SAP Analytics Hub (SAH)|
|LOD-ANA-OEM-CP||Embedded Edition Service on SAP Cloud Platform (CP)|
|LOD-ANA-OF||SAP Analytics Cloud Add-In for Microsoft Office|
2. Contact details
- Time zone: If you would like to speak to an engineer who works in the same time zone. Make sure your s-user information is up to date.
- Phone: We cannot get in touch with you if your details are outdated. Easy to fix if you review article 1271545.
- Attachments have size and extension limits.
- Verify that the attachment is listed after the wheel has finished spinning.
- Note: It's better to add specific text, keywords and error messages into the case text as opposed to attaching the information into a file.
This helps our machine learning algorithms, see AI and Machine Learning Drive Automation in Product Support!
4. Technical information
- Confirm: Only product errors / issues are reported to us (See 83020) and the correct case priority is set (See 67739).
- Note: If you need consulting or have a how-to question, please ask a question on the SAP Analytics Cloud community forum.
- Describe in detail what is the behavior of the System. Describe in few sentences what is happening. What did you expect and what happened instead? Please be as detailed as possible.
- Example: I log in using user firstname.lastname@example.org, go to menu Browse > Stories > Open Public story "Summary", open the story and select filter Month: June, there is an error "abc xyz"
- Provide steps to reproduce in a similar way:
- Logon with user email@example.com
- Go to menu Browse > Stories
- Open "Monthly Summary" and go to the second tab
- In the chart "Monthly payments", click the second bar and filter on X.
Note: Add screenshots and a video (if applicable).
- Please open the service connection for remote access, if applicable. See remote support.
Note: For backend / on-premise live connections, a HTTP Connect - URL access connection can now be used.
- For SAP BW or SAP BW/4HANA live data connections:
- For backend / on-premise BW / BW/4HANA live connections, the SAP Cloud Connector can be used. See section Granting Support Users Access to Live Data.
- See SAP Note 2541557.
- Run the SAP BW and SAP BW/4HANA Note Analyzer tool.
- Provide us with the Information needed for BW Live Connectivity issue analysis.
5. Troubleshooting already (or to be) performed
- For story related errors/issues, follow the Common Chart Errors troubleshooting steps.
- Test with a different user.
- Test with a different model.
- Copy the story and/or simplify or remove parts or sections of it. Leave only the table or chart (widget) that is causing an issue or error.
- Note any Knowledge Base Articles (KBA), notes, blogs, questions etc. that you have already used to troubleshoot:
- Search for SAP Analytics Cloud content using your favorite search engine (such as Google or Bing):
- Note: Add any relevant text, keywords, warning messages or error messages to the text search field to filter the results.
- Open Developer tools and review any errors or warnings in the Network and Console tabs. Add these errors and warnings to your search engine query (See above) and the SAP support case. See Open Chrome DevTools.
- See article 2280022 on how to collect an HTTP archive (HAR) file in SAP Analytics Cloud.
- See article 2452568 on how to collect Log and Trace files for the SAP Cloud Platform Cloud Connector (for import and acquired data connections).
- See SAP Note 2691501 - SAP HANA MDS: Information needed by Development Support if you are using a HANA Live connection.
- See Troubleshooting Mobile Connection Issues.
- See article 3085993 - Troubleshooting guide for the SAP Analytics Cloud, add-in for Microsoft Office.
6. Key Resources
- SAP Analytics Cloud Community Main page
- SAP for Me portal (What is SAP for Me? / SAP for Me is made for you overview)
- SAP Analytics Cloud WIKI
- Explore SAP Analytics Cloud (Build the skills you need, for free and at your own pace)
- SAP Analytics Cloud learning journey (classic)
- Introduction to SAP Analytics Cloud
- SAP Analytics Cloud on the SAP Help portal
- Participate in five FREE SAP Analytics Cloud openSAP courses! <--Access videos and content in self-paced mode!
- 2569847 - Where can you find SAC user assistance (help) to use, configure, and operate it more effectively?
- 2728183 - SAP Analytics Cloud (SAC) releases and release information
- 2511489 - Troubleshooting performance issues in SAP Analytics Cloud.
- Have a question? Ask it here and let our amazing SAP community help! Or reply and share your knowledge!
- 2487011 - What information do I need to provide when opening a case for SAP Analytics Cloud?
- Search for SAP Analytics Cloud content using Google or Bing:
- Note: Add any relevant text, keywords, warning messages or error messages to the text search field to filter the results.
- SAP Analytics Cloud Connection Guide
- Getting Started with SAP Analytics Cloud Expert Community page
- SAP Analytics Cloud Get More Help and SAP Support
- Need More Help? Contact Support or visit the solution finder today!
Your feedback is important to help us improve our knowledge base.
EPM, SAP Cloud for Planning, sc4p, c4p, cforp, cloudforplanning, Cloud for Planning, EPM-ODS, Cloud for Analytics, C4P, Cloud4Analytics, CloudforAnalytics, Cloud 4 Planning, HCP, C4A, BOC, SAPBusinessObjectsCloud, BusinessObjectsCloud, BOBJ, BOBJcloud, BOCloud., BICloud, BO Cloud, connecting, conecting, conectando, conexão, modelo, SBOC, SAC, troubleshooting, overview, sap sac, sac, sap analytics cloud planning, sap analytics cloud training, sap analytics cloud tutorial, sac, ua, help, analytics help, support, c4a, boc, analyticscloud, case, troubleshooting, faq, sac faq, sac help, sap analytics cloud documentation, guides, sac support, sap analytics cloud support, ac, SAP Cloud for Planning, sc4p, c4p, cforp, cloudforplanning, Cloud for Analytics, Cloud4Analytics, CloudforAnalytics, Cloud 4 Planning, BOC, SAPBusinessObjectsCloud, BusinessObjectsCloud, BOBJcloud, BOCloud., SAC, SAP AC, Cloud-Analytics, CloudAnalytics, SAPCloudAnalytics,Error, Issue, System, Data, User, Unable, Access, Connection, Sac, Connector, Live, Acquisition, Up, Set, setup, Model, BW, Connect, Story, Tenant, Import, Failed, Using, Working, SAML, SSO, sapanalyticscloud, sap analytical cloud, sap analytical cloud, SAC, ヘルプ, Hilfe zu, Ayuda para, Ajuda para, sap sac, sac, sap analytics cloud planning, sap analytics cloud training, sap analytics cloud tutorial, planning, sac, Analytics Cloud Onpremis install, SAP analytics cloud, SAP BW, stories, geo, story, Analytics designer, sap analyst cloud, https://hcs.cloud.sap, https://hanacloudservices.cloud.sap, https://cloudanalytics.accounts.ondemand.com, https://hanacloudservices-us.accounts.ondemand.com, https://www.sap.com, https://help.sap.com, sap analytics cloud, analytics cloud, cloud analytics, analytics, sac, sap analytics cloud for planning, fp&a, collaborative planning, enterprise planning, extended planning, xP&A, extended planning and analysis, financial planning and analysis, connected planning, integrated planning, workforce planning, headcount planning, allocations, value driver tree, VDT, data action, predictive forecasting, smart predict, planning applications, planning model, advanced formulas, strategic planning, Profit and Loss Planning, P&L planning, bottom-up planning, top-down planning, currency conversion, version management, fp&a, predictive analytics, operational plan(s)(ning), financial planning and analysis, planning tools, integrated business planning, xp&a, integrated planning, collaborative planning, planning model (s), connected planning, enterprise planning, budgeting and forecasting software, enterprise planning, planning and forecasting, planning budgeting and forecasting, planning and analysis, enterprise planning software, financial planning and forecasting, sap analytics cloud planning, predictive planning, driver based models, what if planning, enterprise planning cloud, cloud fp&a, Enterprise Planning, Planning, analysis, budgeting, and prediction in one solution, Embedded business intelligence and predictive analytics, Integration with SAP S/4HANA, How long does it take to learn SAP Analytics Cloud?, How do I connect SAP Analytics Cloud to Hana?, How do you plan in SAP Analytics Cloud?, What is SAP Cloud analytics?, SAP Getting started with SAC sac har file trace sac best practices , KBA , sap sac , sac getting started kba , sac support help kba , sac bw live connections kba , sactroubleshooting sac troubleshooting , sactroubleshooting saw sactroubleshootin , quickstart sac , "sac help" sap online help sap analytics , sachelp kba , sac what information do i need to provid , "what is sap analytics cloud?" , sac what do i need to providekbakba kba , sac what do i need to provide error code , sapanalyticscloudhelppilot , sac help resources kba getting started , do i need to provide sac kba , sac uat tenant errors , sac "uat" tenant errors , (forum, videos, guides, etc.) , self-service self service , sac guideline kba , guideline , incident properly , sactrouble shoting kba shooting , 2487011 , sachelpmain kba sap sac help , have the support components for sac chan , sac support components sac kba , "support components for sac changed" , have support components for sac changed? , "the support components for sac changed" , sac test tenant () consumption , what component do i use for sac , support comps componnts , sac planning survival , LOD-ANA-DES , Story Design & Visualizations , LOD-ANA-PL , Planning , LOD-ANA-BR , SAC Boardroom , LOD-ANA-PR , SAC Predictive , LOD-ANA-HUB , SAP Analytics Hub , How To