Below you can check some basic information when facing several issues inside your system. This is important to speed up the solution of incidents, and also to help us on support to handle these issues faster.
Sections:
1) Frontend / Oberon / UI
2) Mobile
3) Output / Printing
4) Extension Fields / Mashups
5) Microsoft Integration
6) MacOS
7) Performance Issues
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1) Frontend / Oberon / UI
When you experience any dumps on the system, there is some basic information that always help support to tackle these faster:
- Please provide us the exact steps to reproduce the issue - you can refer to this document:
http://scn.sap.com/docs/DOC-62269
- Please also provide the screenshot(s) of your issue.
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Sometimes, simply try to clear your Silverlight cache. This can solve many issues.
1) Click Windows "Start" button --> All Programs
2) Microsoft Silverlight
3) Tab "Application Storage"
4) Select the URL of your system
5) Click "Delete..." --> Yes --> Ok
6) Close the browser and reopen
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If you experience any "strange" behavior on your screen, this might have been caused by a corrupted personalization.
To try to correct this, you can go to Personalize --> This Screen --> Discard
Please notice that will erase ALL the changes done to this screen (columns resized, labels changed) but only for your user.
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Internet Explorer Settings:
http://scn.sap.com/docs/DOC-45151
2) Mobile
Basic checks for Mobile issues:
- Device Model
- App version
- Clear your app cache
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1) See if the same issue occurs on your normal URL browser system
1.1) If yes, please state that inside the incident
2) Test using the mobile URLs:
iPhone / Android: &sapbyd-agent=mobile (e.g. https://my******.sapbydesign.com/sap/public/ap/ui/repository/SAP_BYD_UI/Runtime/StartPage.html?app.component=/SAP_BYD_UI_CT/Main/root.uiccwoc&rootWindow=X&redirectUrl=/sap/public/byd/runtime&sapbyd-agent=mobile)
iPad: &sapbyd-agent=tab (e.g. https://my******.sapbydesign.com/sap/public/ap/ui/repository/SAP_BYD_UI/Runtime/StartPage.html?app.component=/SAP_BYD_UI_CT/Main/root.uiccwoc&rootWindow=X&redirectUrl=/sap/public/byd/runtime&sapbyd-agent=tab)
3) Please provide the log files, and if possible the screenshot(s) showing the issue on device screen.
3) Output / Printing
Common issues with Collaboration Window / Print manager
http://scn.sap.com/docs/DOC-55061
4) Extension Fields / Mashups
Please notice that:
Google Maps - works only on HTML5 version
Bing Maps - works only on Silverlight version
Only one can be active at a time
5) Microsoft Integration
When filling a template and uploading to system, sometimes you might face an error 500.
When having this, please double check the data entered on some fields. Usually, this is the cause here.
When not sure, support team can check on backend which is the incorrect data.
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Common issues with Excel Add-In
http://scn.sap.com/docs/DOC-59019
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When you double click on CTI Adapter desktop icon on your local computer, it crashes and stops working.
The application is already running in the notification windows bar, therefore, if you try to open a second instance of the program it will crash
Check the windows toolbar, you should see a SAP icon.
This is the CTI Adapter already running. You can click the icon to Start / Stop the service
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Outlook / Lotus Notes common issues
http://scn.sap.com/docs/DOC-62625
6) MacOS
MS Office Integration is not supported
MS Excel-based Reporting is not supported
Collaboration Scenarios based on Collaboration Window, including Telephony is not supported
Install Additional Software (Excel Add-In, Crystal Reports Add-In) is not supported.
Adobe LiveCycle Designer is not supported.
7) Performance Issues
Basic network test:
1) http://connect.sap.com/
2) Click "Diagnostic Tools"
3) Perform the two tests: Bandwidth Test and Latency Test
4) Send support this information
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How to perform a HTTPWatch trace for network test: