3085993 - Troubleshooting guide for the SAP Analytics Cloud, add-in for Microsoft Office

This document provides some guidance on how to troubleshoot issues when using the SAP Analytics Cloud (SAC), add-in for Microsoft Office (Excel) and how to find the correct SAP product area (component) to report product issues (if necessary).

1. Check the online help section SAP Analytics Cloud, add-in for Microsoft Office Troubleshooting & FAQ.
2. Make sure everything is in place according to the online help section System Requirements and Technical Prerequisites and that the tenant is configured correctly referring to SAP KBA 3255665 - SAP Analytics Cloud tenant configuration and troubleshooting.
3. Compare the scenario using the same model directly in the SAC web interface.

Most of the scenarios using the SAP Analytics Cloud, add-in for Microsoft Office (add-in) can be tested by creating a story directly in the SAC web interface to determine whether the issue is related to the add-in or with SAC.

Please follow the steps below:

1. Log into the SAC web client with a supported browser (Client Software Requirements).
2. From the Main Menu/navigation bar, select Stories.
3. Create a new canvas story.
4. Add a table object (widget) to the story
5. Select an acquired (import) planning or analytic type model.
6. Follow the same navigational steps that are followed using the SAP Analytics Cloud, add-in for Microsoft Office to reproduce the issue.

Some of the scenarios are listed below:

• Issue related to unexpected/wrong data.
• Errors when retrieving data from a model or after a navigational step (e.g. filter, drilldown, etc.).
• Poor or slow performance.

Is the issue reproducible when creating a story directly in the SAC web interface?

• If yes: Create an case by selecting component LOD-ANA-DES.
• If no: Check the next section (4) and then create an case by selecting component LOD-ANA-OF (if necessary).

4. If the issue only occurs in the SAP Analytics Cloud, add-in for Microsoft Office, see below depending on the scenario:

Logon issues when trying to access the SAC system from the SAP Analytics Cloud (SAC), add-in for Microsoft Office:

• Is the logon working when trying to access the SAC system in a browser or in the SAC mobile client? If not, create an case by selecting component LOD-ANA-AUT.
• Is the SAC system (tenant) configured correctly?
• The SAP Analytics Cloud system (tenant) must be configured before you can login with the add-in. See online help section "Tenant Configuration" for details and refer to SAP KBA 3255665.
• Check if the issue remains even after clearing the add-in cache in Excel, as explained in point #6 of online help section "Tenant Configuration".
• Check the following SAP notes:
• 3083876 - Blank logon screen when trying to logon to SAC from SAC, Add-in for MS Office
• 2937937 - The "Go!" button remains disabled when trying to logon to SAC in SAC add-in for MS Office

Performance issues

• When using the Microsoft Excel desktop version 2102, refer to the online help section "System Requirements and Technical Prerequisites" to install the WebView2 runtime and check if the performance issue remains.

5. Logs & Traces

Web version of Excel (Online)

All browsers offer development tools (most of them open by pressing F12 or CTRL+Shift+I), where it is possible to watch the network traffic, check the memory consumption or check the browser console for errors.

Windows Excel (Desktop App)

1. Right-click anywhere in the SAP Analytics Cloud panel and click on the "Inspect" button as shown below:
   
   
   
2. Click the Console tab in the developer tools window:
   
   
   
3. Reproduce the issue and check the Console tab for any errors.
4. Once you have reproduced the error, navigate to the "Network" tab.
5. Right-click on any row and select "Save all as HAR with content".
6. Attach the file saved to case.

Apple Mac OS Excel

Refer to the Microsoft documentation "Debug Office Add-ins on a Mac" for more information about how to configure Excel Mac to see console logs and traces.

6. Information required when opening an case with SAP

After determining whether the issue is related to the SAP Analytics Cloud, add-in for Microsoft Office or when creating an case by selecting component LOD-ANA-OF, please provide the following information:

• Provide a clear step-by-step document showing how to reproduce the issue.
• Provide screenshots of the errors shown in the browser developer tools (DevTools) (see above).
• If the issue occurs when using an existing workbook, attach a copy of the workbook to the case. Make sure it is not saved as "Read Only".
• Follow the steps in SAP KBA 3200458 to make sure that SAP can create a support user for reproduction purposes.
• Provide the SAC tenant URL and also make sure you select the correct SAC system when creating the case.
• Provide the platform used (e.g. MAC or Windows, desktop or web, version number).
• Provide the browser (e.g. Chrome, Edge)
• How was the SAP Analytics Cloud, add-in for Microsoft Office deployed and installed in Excel (provide some screenshots, if applicable).

• SAP Analytics Cloud, add-in for Microsoft Office
• SAP Analytics Cloud (Enterprise)

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