SAP Knowledge Base Article - Public

2692651 - SAP Excel Add-in for Cloud for Customer and Business ByDesign FAQs


This KBA is used as a reference for commonly asked questions related to SAP C4C/ByD Excel Add-In.

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


    • SAP Cloud for Customer
    • SAP Business ByDesign


    This FAQ has purpose of responding most of the main questions and issues faced with the SAP Excel Add-in for C4C or ByD.

    1 – What is the error: “Error 500″ when performing a data upload?


    This error is mostly related to the data in the template itself – which means you have entered a wrong data in the template and when the validation happens during the upload as the data is not correct for example a wrong UoM or ID) this error is shown.

    2 – What are the system requirements to run the SAP Excel Add-in?

    - Windows 7 up to Windows 11 are supported (32 or 64 bits supported).
    - Microsoft Excel 2007 up to 2016 versions are supported (32 or 64 bits supported).
    - .NET Framework 4 or newer
    - Microsoft Visual Studio 2010 Tools for Office Runtime

    We are working to support Microsoft Office 365 cloud version. On premise version is supported.
    MacOS enviroment is currently not supported.

    3 –What is the error: “problem with this Windows Installer package. A program required for this install to complete could not be run. Contact your support personnel or package vendor” during SAP Excel Add-in installation ?


    This error is due to a missing file from .NET Framework please try to reinstall .NET Framework and after it try to install the SAP Excel Add-in.



    Windows 10 has built-in .NET version 4.6.2 but sometimes some of the necessary files for the add-in to work are not present so you can do the following steps to try to fix this

    1) Go to Control Panel in your PC
    2) Open Program and Features
    3) Open Turn Windows Features on and off
    4) Check .NET Framework 3.5 (includes .NET 2.0 and 3.0)
    5) Press Ok
    6) Windows will download a small .cab application from Windows Update – install it and try again to install the SAP Excel Add-in



    4 – After installation I don’t see the SAP Excel Add-in tab within Excel?

    Some times Microsoft Office doesn’t enable the new Add-in to be visible. To make the tab visible please follow the steps below:

    1) Open Excel
    2) Go to File
    3) Open Options
    4) Go to Add-ins section
    5) In Manage section please select COM Add-ins
    6) Click Go
    7) Check the entry SAP Add-in for Microsoft Excel
    8) Press Ok


    5 – What is the error: “Unable to cast COM object of type ‘Microsoft.Office.Interop.Outlook.ApplicationClass’ to interface type ‘Microsoft.Office.Interop.Outlook._Application’. This operation failed because the QueryInterface call on the COM component for the interface with IID ‘{00063001-0000-0000-C000-000000000046}’ failed due to the following error: Library not registered.” ?

    The error is caused by a wrong registry file, this happens when you downgrade the version of Microsoft Office. e.g. 2010 to 2007.
    Registry Key: HKEY_CLASSES_ROOT\TypeLib\{00062FFF-0000-0000-C000-000000000046}

    Here you will see that you have for example folders with numbers: 9.3, 9.4 or 9.5 – it depends of the versions of the Microsoft Package.

    Outlook 2007      9.3

    Outlook 2010      9.4

    Outlook 2013      9.5

    So when you downgrade, these folders are not deleted, if you went from Office 2010 the 9.4 will be present together with 9.3 from Office 2007.

    You can delete the folder related to the Microsoft Office which IS NOT installed in the computer.


    If you have the 9.4 folder (from Office 2010) and you are using Office 2007 (folder 9.3). You should delete the folder 9.4, related to the Office 2010 that you do not have installed in your computer, inside the registry key.

    6 – What is the error: “Invalid credentials; check your user and password” during SAP Excel Add-in Logon?

    Please perform the following checks:

    1) Check if system URL is correct under SAP System URL. some users by mistake type the URL and it has a blank space in the end.

    2) Check if your username and password are correct.

    3) Check with your administrator (also known as Key User) if your password is not blocked. (After the 3rd attempt or based in your company settings – the password will be locked in the system so the administrator will need to unlock it for you).

    4) Check if your Proxy Settings are correct.

    5) If do you use the Single Sign On feature check if the Certificate selected under Select Certificate is correct.

    7 – What is: “Proxy Settings” within the SAP Excel Add-in tab?

    In case your company use proxy for the internet connection management this options provides to you the opportunity to configure the proxy settings for connection to the system.

    8 – You have the following error when the report opens “Starting SAP Report……..”:

    1)Open Excel
    2)Go to File
    3)Open Options
    4)Go to Trust Center
    5)Open Trust Center Settings
    6)Go to Protected View
    7)Uncheck Enable Protected View for files originating from the Internet and Enable Protected View for files located in potentially unsafe locations.
    8)Press OK
    9) Try to open again the report from the system

    9 – You trying to log via SSO in Excel Add-in and have the follow error:


    Note that the SSO needs to be configured in the system itself (via the activities in the Application and User Management Workcenter in SAP Business ByDesign or in Administration Workcenter for SAP Hybris Cloud for Customer) if not properly setup the SSO environment this behavior will be shown in Excel Add-in during the Log On.

    10 – You are working with a template and you dont see the option “Save data to”:

    This behavior can have multiple causes the most common are:

    1)You are using a old template (from a past system release and not the current):
    Please download the latest template from system.

    2)You are not using the latest Excel Add-in plugin:
    Please update the SAP Excel Add-in plugin to latest version

    11 – SAP offers a MSI file installer?

    Yes, for such case please raise an incident and me or other support colleague will handover the file to you.

    Note: We plan to offer it via the Download Center in the future.

    12 - Error status 1603 on MSI Installation Logs.

    Checking the attached log file from the MSI installer you could identify the error: "Error status 1603".

    This is a Windows Installer error that comes up during installation if a security policy on the computer has been enabled.

    The Microsoft Help page has a possible solution: Microsoft Help Page


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