SAP Knowledge Base Article - Public

3170768 - Outlook Is Not Synchronizing The Visits And Appointments To C4C Also From C4C To Outlook

Symptom

When creating a new appointment/visit on Outlook, the new created item is missing on Cloud for Customer.
Also, when creating the appointment/visit on C4C side this is not replicating to Outlook.

Environment

 SAP Cloud for Customer

Reproducing the Issue

1. Log into the C4C add-in on your Outlook.
2. Go to Calendar and create a new appointment.
3. Click on "Add Appointment" and set the "Visit" checkbox.
4. Send the Appointment.
5. Go to C4C and check.
6. The Appointment/Visit is not appearing on C4C side.

Cause

One possible reason for this is the DB file on user computer, which can be corrupted for some reason.

Resolution

You need to enable the Outlook add-in traces and check if you can find some log related to the database.
In case yes, you need to delete the DB file on user computer to re-create the same when logging again on Outlook add-in.

Steps:

1. Enable the Outlook add-in Logs (Go to Help -> Increase Log Level and Enable HTTP Tracing).
2. Reproduce the issue.
3. After that, go to C4C add-in and click in Help.
4. Go to Technical Information.
5. Click in "Show Logs".
6. Check in the message column if there is some DB issue.
7. In case yes, go to "C:\Users\USER\AppDAta\Roaming".
8. Scroll down to the bottom of the folder.
9. You should be able to find the Outlook add-in DB file "SAPCloudForCustomerDB".
10. Log off from C4C Outlook add-in and close the Outlook.
11. Delete the file and open the Outlook again.
12. You should be able to create and sync the Appointments and Visits from now on.

Keywords

Sync, Synchronization, Outlook, Add-in, Appointment, Visit, Missing, Synchronizing , KBA , LOD-CRM-GW-OUT , Outlook , How To

Product

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications 2111