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
- Open Excel;
- Click on SAP Analytics Cloud ribbon;
- 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:
- Open Excel;
- Go to "Insert" ribbon;
- Click on My Add-ins option;
- Go to tab ADMIN MANAGED;
- Click on Refresh;
- Select SAP Analytics Cloud;
- Click on Add;
See Also
- 2569847 - Where can you find SAC user assistance (help) to use, configure, and operate it more effectively?
- Have a question? Ask it here and let our amazing SAP community help! Or reply and share your knowledge!
- 2487011 - What information do I need to provide when opening an incident for SAP Analytics Cloud?
- 2511489 - Troubleshooting performance issues in SAP Analytics Cloud
- Search for SAP Analytics Cloud content using Google or Bing:
- https://www.google.com/search?q=site%3Ahttps%3A%2F%2Fuserapps.support.sap.com+SAP+Analytics+Cloud
- https://www.bing.com/search?q=site%3Ahttps%3A%2F%2Fuserapps.support.sap.com+SAP+Analytics+Cloud
- Note: Add relevant text or warning/error messages to the text search field to filter results.
- SAP Analytics Cloud Connection Guide
- Getting Started with SAP Analytics Cloud Expert Community page
- SAP Analytics Cloud Get More Help and SAP Support
- Need More Help? Contact Support or visit the solution finder today!
Your feedback is important to help us improve our knowledge base.
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