2700395 - Server Side Integration Outlook Add- In Greyed out in Outlook

Server Side Integration Outlook add-in button is Grayed out in Outlook ribbon as below:

• SAP Cloud for Customer
• Outlook Server Side Integration for C4C
• SAP Sales Cloud and Service Cloud Version 2

Start the Outlook client you observe that server side add-in is grayed out with respective solutions.

Below are possible cases where Server Side add-in is grayed out.

Case 1

Add-In button can be grayed out when there is no e-mail selection(empty folder for example).

Solution: This is expected behavior of Add in, kindly make sure that you have selected at least one e-mail to activate the Add-In.

Case 2

Make sure the add-in is installed by verifying its status in C4C.

1. Go to e-mail Integration.
2. In the Groupware Settings, select User.
3. Find the affected user and press the gear icon on the top right.
4. Press Check add-in status. Result should be as below.

Add-In status
Supported:Yes
installed:Yes
Last version:Yes
Add-In Status was checked for User01

Solution: If above status are not observed, kindly reach system admin to correct these errors.

Case 3

Sometimes changes to add-in commands, such as the icon for a ribbon button or the text of a menu item do not seem to take effect.

Solution: Clear the Office cache of the old versions. Delete the content of folder %LocalAppData%\Microsoft\Office\15.0\WEF (for Office 2016 it would be 16.0) and restart Outlook.

Case 4

Logon to the OWA Exchange server or open the Office 365 account in a web browser. Make sure the add-in is loading successfully. If add-in works in OWA, but doesn't load in Outlook - check the current Outlook version and make sure that the most recent updates are installed.

Solution: Refer to additional information on Microsoft page about versions http://social.technet.microsoft.com/wiki/contents/articles/31133.outlook-and-outlook-for-mac-update-file-versions.aspx#A
Outlook version 2016 build 7668.2000 or later is requeried.

Case 5

In Outlook the "Reading Pane" on the "View" tab is not enabled.

Solution: Enable the Reading Pane for the add-in to to be enabled.

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SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions ; SAP Sales Cloud and SAP Service Cloud Version 2 all versions