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Troubleshooting Outlook Add-In Issues in SAP C4C

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source link: https://blogs.sap.com/2024/01/03/troubleshooting-outlook-add-in-issues-in-sap-c4c/
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January 3, 2024 1 minute read

Troubleshooting Outlook Add-In Issues in SAP C4C

Are you experiencing issues with your SAP Outlook add-in?

Problem Statement: The Outlook add-in on end user PCs/systems gets removed or disabled during updates, and upon reinstallation, it fails to function properly.

Business Scenario:

Imagine a company, ASD Corp, that relies on Microsoft Outlook for communication and collaboration. To enhance productivity and streamline workflow, ASD Corp utilizes an Outlook add-in that provides additional functionalities and integrates with their internal SAP systems.

However, the company encounters an issue wherein the Outlook add-in is removed or disabled following system updates on end user PCs. Consequently, when the add-in is reinstalled, it fails to operate as expected. This recurring problem disrupts daily operations, hampers productivity, and frustrates employees who rely on the add-in’s functionality.

To resolve this issue, IT support teams or system administrators need to follow a troubleshooting process and implement a solution to ensure that the Outlook add-in remains intact and functions correctly after system updates.

Follow these steps to troubleshoot and resolve the problem:

Step 1: Click on Help icon in Outlook add in

Picture1-53.png

Step 2: Select the option to show the log file directory

Picture2-40.png

Step 3: Locate and access the C4C Folder

P3-1.png

Step 4: Close the Outlook window

Step 5: Delete the Config File found within the C4C folder

P4.png

Step 6: Reopen Outlook

Step 7: Go to the Settings section and navigate to the Service tab

P5-2.png

Step 8: Enable the service agent responses to tickets, and include the default account when replying to tickets by following the screenshot provided. Apply and save the changes

Step 9: You can now log in to the add-in as usual and create tickets via Outlook

By following these steps, you can easily resolve any issues with your Outlook add-in and continue using it efficiently.


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