SAP Knowledge Base Article - Public

3342988 - SAP Analytics Cloud Add-in in for Excel disabled - DNS issues

Symptom

When trying to login in the SAP Analytics Cloud Excel Add-In, it responds with one of the following behaviors:

  • "Sorry we can't load the add-in. Please make sure you have network and/or Internet connectivity. Click "Retry" once you're back online";
  • "hcs.cloud.sap's server IP address could not be found";
  • "The addin is not usable and also cannot be installed";
  • "We are loading your add-ins. We will let you know when they are ready";

Environment

SAP Analytics Cloud Excel Add-In

Reproducing the Issue

  1. Open Excel;
  2. Click on SAP Analytics Cloud ribbon;
  3. It will either throw an error message or no response;

Cause

After some changes in the DNS, the same was not getting resolved and the following error message started coming up:

  • The remote name could not be resolved: 'hcs.cloud.sap'

Due to that, the health check was not running as expected, thus the service for the Add-In was inaccessible.

Resolution

The DNS information was restored and the service is up and running again.
Steps below should be taken in order to have the SAC Excel Add-In back to usage:

  1. Open Excel;
  2. Go to "Insert" ribbon;
  3. Click on My Add-ins option;
  4. Go to tab ADMIN MANAGED;
  5. Click on Refresh;
  6. Select SAP Analytics Cloud; 
  7. Click on Add;

See Also

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Keywords

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Product

SAP Analysis for Microsoft Office all versions