3421910 - Troubleshooting guide for HANA issues in SAP Analysis for Microsoft Office

This document provides some guidance on how to troubleshoot HANA issues using the SAP Analysis for Microsoft Office and how to find the correct SAP product area (component) to report product issues, if necessary.

1. If the issue is related to the connection and logon to the HANA system, refer to KBA 2517036 to make sure that everything is in place, and to confirm that the user can access HANA using the URLs described in chapter Troubleshooting for SAP HANA HTTP connections.

1. Is the user able to access and logon to HANA system using the URLs described in chapter Troubleshooting for SAP HANA HTTP connections?
   
• If yes, create a case by selecting component BI-RA-AO-XLA (check section #3 in this document).
• If not, create a case by selecting component HAN-DB-SEC.

2. If the issue is related to unexpected data, error message or performance, check if the issue is reproducible when previewing the data in HANA Studio (or other client tools) and following the same steps.

1. Is the issue reproducible in HANA Studio or other client tools?
   
• If yes, create a case by selecting component HAN-DB-ENG-MDS.
• If not, create a case by selecting component BI-RA-AO-XLA (check section #3 in this document).

3. Information required when opening a case with SAP in component BI-RA-AO-XLA:
   
   
   1. Is the issue reproducible in the latest version of Analysis for Office? To download it, visit the Support Content page Analysis Office Installation and Update and follow the instructions in section #2.
   2. Attach to the case the Analysis Office trace (recorded in the latest version) as described in SAP Note 2129389;
   3. Attach to the case the HTTP traces as described in KBA 3237524;
   4. Attach to the case a document with complete step-by-step to reproduce the issue;
   5. Make sure the HTTP-based Tools connection is open to the HANA system as described in SAP Note 2056686;
   6. Provide the user and password information in the Customer Remote Logon Depot as mentioned in the KBA 1773689.

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