2527607 - Unable to receive system emails from SAP Analytics Cloud

• Unable to receive system emails from SAP Analytics Cloud (SAC) in different scenarios:
  
  • The system owner does not receive the welcome email for a newly purchased SAC tenant.
  • Users do not receive the welcome or activation email when a new user is created in the SAC tenant.
  • Users do not receive notification emails when a publication is scheduled.
  • Users do not receive notification emails when a story is shared.
• Emails sent from SAC are delivered to the junk/spam folder in the email client (e.g., Outlook).

SAP Analytics Cloud

Scenario 1: Create User

1. Logon to SAC with an administrator user ID.
2. Create a new user. 

Scenario 2: Share Story

1. Logon to SAC.
2. Navigate to Files, select one or more files, and select Share icon to open the Share dialog.
   Or if you have the file open (for example, a story or analytic application), select Share icon.
3. Under Add Users or Teams, select the users or teams that you want to share the file with.
4. Select Email new recipients to email people to let them know that you are sharing a file with them.

Scenario 3: Schedule a Publication

1. Logon to SAC.
2. Try to schedule a publication for story.
   • On the Files page, select the story that you want to schedule, and select the dropdown arrow from Share icon from the toolbar, select Schedule Publication.
     Or
   • From the File menu inside one story, select Schedule Publication.

• The generated system emails are filtered by the users' email spam settings.
• The generated system emails arrive with a delay.

• The email client's junk/spam filter may move suspected emails to the junk/spam folder. Adjust the spam filter settings to allow emails from SAP Analytics Cloud.

• Emails from unverified domains may be routed to the junk folder. Check the domain settings in your email client (for example, Outlook).
• Emails may occasionally be classified as junk while passing through central mail gateways. Verify the email server settings (for example, Microsoft Exchange).
• These checks should be performed by your IT department to ensure that the settings are correct and that no unintended filtering is occurring.
• Ensure that the following SAP Analytics Cloud domains are added to the email allow list:
  • *.hana.ondemand.com
  • *.sap.com
  • *.sap.corp
  • *.sapnetworkmail.com
  • *.eunotify.cloud.opentext.eu
  • *.notifications.sap.com

Action required after updating the allow-list above:

For emails sent to the system owner or newly created users, refer to KBA 2399123 - How to reset your password in SAP Analytics Cloud (SAC) to reset the password. This option is only available when the default IdP is used for SAC (https://cloudanalytics.accounts.ondemand.com).

• Note that the Welcome email may be delayed by up to two hours. SAP is actively working to reduce this delay.
• As per KBA 3247530 - Is it possible to re-send the activation mail from SAP Analytics Cloud (SAC)?, resending the activation email is generally not supported and is not required.

• 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 

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