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This FAQ has purpose of responding most of the main questions and issues faced with the SAP Outlook Add-in for C4C.

Please let us know your opinion or any comment in the comment section.

1 – You installed the Add-in however the Ribbon is not visible for the SAP Outlook Add-in

Outlook might disable some add-ins, so in this case you have to enable it manually:

  • Go to File in Microsoft Outlook
  • Select Options
  • Open Add-ins section
  • In the section Manage click Go
  • Make sure to check SAP Hybris Cloud for Customer Add-in for Microsoft Outlook
  • Click Ok

2 – What are the system requirements to run the SAP Outlook Add-in for C4C?

Windows 7 up to Windows 10 are supported (32 or 64 bits supported).
Microsoft Outlook 2007 up to 2016 versions are supported (32 or 64 bits supported).
.NET Framework 4 or newer (you can download it here)
Microsoft Visual Studio 2010 Tools for Office Runtime

Note: Server Side Integration is Support to request the feature, please raise an incident to us (SAP Support).

3 – When trying to log in the add-in you have the following error:

Make sure your Scoping in the system is ok for the Outlook Integration:

1) Go to the Business Configuration Workcenter.
2) Go to Implementation Projects.
3) Edit Project Scope.
4) Go to Questions.
5) In Search (>> icon ) type Office.
6) Hit enter.
7) Expand Communication and Information Exchange.
8) Now expand Office and Desktop Integration. Now you should see Integration with Local E-Mail Applications.
9) Check if question You can synchronize data between your SAP cloud solution and your users’ local e-mail application (Microsoft Outlook® or IBM Lotus Notes®) is in scope.
10) Make sure to confirm the changes and the status of the option is Reviewed, otherwise the change is not taken into account


4 – How can I change the language for the Add-in?

The add-in will take in consideration the language from the Microsoft Outlook Application.

5 – During Logon process you have an error: “The remote name could not be resolved: XXX”

The error is shown because the Proxy Settings might be wrong.

  • Go to the Add-in Settings
  • Select Proxy Settings
  • Check the attributes

6 – During Logon you have an error: “Unable to Connect to the remote server

Same cause as number 5-) check above 😊

7 – Your Add-in gets disabled when you open Microsoft Outlook.

This one is thanks to Mr. Matheus Kuhn

In some instances, it is observed that Microsoft Outlook disables the add-in. On reactivation, the add-in works without any issues.


Outlook imposes strict time limits for add-ins and this includes 1000 ms for loading, 500 ms for folder switch and for shutdown. If the add-in exceed this time limit, then Outlook disables the add-in


1) Go to File in Microsoft Outlook
2) Select Manage Add-ins/Slow and Disabled Add-ins


3) Select Always enable this add-in



4) You can now activate the add-in as in the section 1 – You installed the Add-in however the Ribbon is not visible for the SAP Outlook Add-in


Gustavo Muñoz

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  1. Grayson Gates

    Hi Gustavo,

    Great Article, one idea could be to include how an admin could obtain the exe. file and mass distribute to end users as opposed to each end user downloading individually.




    1. Gustavo Munoz Post author

      Hello Grayson Gates,

      Thanks for your comment!

      You can request a special .MSI file via a Ticket to us (as development provide the file as it is not open).

      If you need more details you can write an email to me.



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