3547412 - Error when creating live connection to SAP HANA Cloud in SAC

When attempting to use or create a Live Data Connection to SAP HANA Cloud in SAP Analytics Cloud (SAC), one or more of the following issues occur:

• UI Error: "We couldn't connect to your HANA system. Possible causes: The SSL certificate is not trusted, or a network error occurred. For more information, see troubleshooting page."
• Browser Console (F12): GET https://<SAC tenant>/lcs/hanacloud/HANADB/sap/bc/ina/service/v2/GetServerInfo 500 (Internal Server Error)
  • Failed to retrieve remote response with external exception: SAP DBTech JDBC: Cannot connect to jdbc:sap://<HANA Cloud host>.hanacloud.ondemand.com:443 [Object is closed...]
• Existing stories and models based on live connections stop functioning, or new connections cannot be saved. This often happens following a maintenance window or service outage.

• SAP Analytics Cloud 2026.2.10 

1. Log in to the SAP Analytics Cloud tenant.

2. Open a Story or Model that utilizes a live HANA Cloud connection.

3. Note that the data fails to load.

4. Navigate to Connections, attempt to edit and Save the existing connection, or create a new one. The connection validation fails.

he SAP Analytics Cloud Egress (NAT) IP addresses are not permitted in the SAP HANA Cloud instance allowlist or the organization's corporate firewall.

Note: Following infrastructure updates or service outages, the IP addresses used by the SAC tenant to communicate with external data sources may change or expand. If these new IP ranges are not updated in the target system's allowlist, the connection will be refused (JDBC Connection Error).

 See IP Allowlisting 

1. Identify the Required SAP Analytics Cloud IPs

• • Determine your SAC tenant's region (e.g., us10, eu10, br10) from the tenant URL.

  • Consult the official documentation: Regions and API Endpoints Available for the Cloud Foundry Environment

    • Filter by your specific region and locate the NAT IP addresses listed under the "Outbound Traffic" or "Egress" sections.

2. Verify Resolution via DNS

1. Perform a DNS lookup to ensure you are targeting the correct endpoint:
   • Windows: nslookup <your-tenant-address>.sapbusinessobjects.cloud
   • Linux/Mac: dig <your-tenant-address>.sapbusinessobjects.cloud
2. Compare the returned IP with your internal firewall logs if the connection is still blocked.

3. Update SAP HANA Cloud Allowlist

1. Log in to SAP HANA Cloud Central.
2. Locate the affected HANA Cloud instance and select Edit.
3. Navigate to the Connections -> IP Allowlist section.
4. Add the NAT IP addresses identified in Step 1.
5. Save the changes. Refer to 3396818 - How to add specific IP address to allowlist 

4. Verify Corporate Firewall/Proxy Settings

Coordinate with your internal IT/Network team to ensure the identified SAC NAT IPs are permitted through any corporate firewalls or proxies that sit between SAC and the HANA Cloud instance.

• KBA 3396818 - How to add specific IP address to allowlist 
• KBA 3296705 - Got error "We couldn't connect to your HANA system. For more information, see our troubleshooting page." when create a live HANA Cloud type data connection to HANA Cloud in SAP Analytics Cloud
• KBA 2459838 - What Internet Protocol (IP) ranges does SAP Analytics Cloud occupy? 
• KBA 2993274 - Error: "JDBC: Cannot connect to jdbc:<HANA host>:443 [Data receive failed [null]."- SAP HANA Smart Data Integration
• KBA 2544696  - We couldn't connect to your (source) system / Failed to connect to (source) system creating / using a live data connection in SAP Analytics Cloud *** Collective KBA  
• KBA 2569847 - Where can you find SAC user assistance (help) to use, configure, and operate it more effectively?
• KBA 2487011 - What information do I need to provide when opening a case for SAP Analytics Cloud?
• KBA 2511489 - Troubleshooting performance issues in SAP Analytics Cloud
• SAP Analytics Cloud Connection Guide
• SAP Analytics Cloud Get More Help and SAP Support
• Need More Help? Contact Support 

SAC, HANA Cloud, Live Connection, IP Allowlist, Whitelist, NAT IP, Egress IP, Service Outage, Connection Failed, JDBC Connection Error, 500 Internal Server Error, SSL Certificate, Network Error, Connectivity, BTP, Cloud Foundry, InA Service. , KBA , LOD-ANA-LDC-HAN , SAC Live Data Connection HANA , Problem