SAP Knowledge Base Article - Public

3217938 - Long-term loading or no response in SAP Cloud for Customer APP


When clicking on the detailed view (TI) in C4C APP, it takes a long time loading or no response. The issue raised in several business objects, include Accounts, Visits and Tickets etc.

Note: The issue only occurs on the mobile devices of Chinese users.


  • Mobile APP: SAP C4C Cloud for Customer 
  • Impacted users: Chinese Users

Reproducing the Issue

The issue appears in several scenarios, take "Tickets" business object as an example:

  1. Log into SAP Cloud for Customer APP
  2. Go to Tickets work center view
  3. Click on any ticket 
  4. It takes long time loading or no response

The reproducing is instability, sometimes it will load successful, sometimes, it leads a time out.


Note: The cause and solution is only applicable to Chinese users.

After logs collection, you might see below errors:

[ERROR] [-[EmbeddedServer processRequest:]_XXXX] XXX - Request to C4C server: Request Timeout

[ERROR] [-[GCDWebServerConnection(XXX) _XXX:XXXXX:]_XXXXX] XXX - Error while writing to XXXXXX.

For Chinese users, the long response time might be called from target host:

The google api is loading on Home page news Tile. Without VPN, Chinese users are not able to connect to Google APIs.


This issue will be solved once hide "Live news tile" in home page.

  1. Log into the system
  2. Go to Homepage
  3. Click on Edit button
  4. Enter into a group in Group Name field.
  5. Click on the icon "Add Cards"
  6. You will see the "News" under the "Tools"
  7. Set Visible as No
  8. Save and close

See Also

2443220 - Information Required for Mobile Apps issues in C4C


Mobile APP, no response, loading, slow, IOS, Android , KBA , AP-RC-UIF , C4C UI Framework , AP-RC-MOB-AND , SAP Hybris Cloud for Customer Extnd App on Android , Problem


SAP Cloud for Customer add-ins all versions