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Author's profile photo Gustavo Munoz

FAQs – SAP Outlook Add-in for C4C

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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      Author's profile photo Grayson Gates
      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.




      Author's profile photo Gustavo Munoz
      Gustavo Munoz
      Blog 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.


      Author's profile photo Michael Gliebe
      Michael Gliebe

      Hi Gustavo.  Thanks for the FAQs.

      Our users are getting a timeout after about an hour, they get this message.   "SAP Cloud for Customer.  Your Single Sign On session timed out.  Please log into SAP Cloud for Customer manually.  Microsoft Outlook".  Is this normal behavior?  Is there a setting that controls this?  We don't want the users to have to repeatedly sign back in.



      Author's profile photo Gustavo Munoz
      Gustavo Munoz
      Blog Post Author

      Hello Mike,

      In your Company Settings, what is the time-out period? (Adapt -> Company Settings -> Auto-Logoff).

      As far as I remember at this moment the time-out out be fixed (1 hour) or it will respect the Auto-logoff setting).

      I am currently in vacation, so I would not be able to confirm at this moment.

      Gustavo Muñoz

      Author's profile photo Michael Gliebe
      Michael Gliebe

      Hello Gustavo.

      The Auto Logoff-->Inactivity Duration is set for 4 hours.

      We have also noticed that if we configure the Outlook Add-in to use the SSO tenant URL, the timeout is happening but if we configure for non-SSO with username and password, the timeout is not happening (we cannot use non-SSO though because we have not assigned a password for any of our business users).



      Author's profile photo Siva Tadi
      Siva Tadi

      Hi Mike,


      Did you find any solution to make sure SSO user signed-in for the outllook without time out.

      It will also log-off when outlook is restarted/closed.


      Author's profile photo Michael Gliebe
      Michael Gliebe

      Hello Siva.

      This was a few years ago but I checked my notes an I believe we reported the issue to SAP Support via an incident and they provided the fix in this version of the client side add-in:

      Outlook Add-In 183.4.3527.1154.

      Not sure if SAP provided comments on this fix in the release notes.

      After that, the timeout issues were resolved for us.



      Author's profile photo Angel Lampreave
      Angel Lampreave

      Hi, Gustavo

      Do you plan to support the Outlook add-in functionality with the new Fiori Client? I remember last year SAP told us there were no plans to do so, but now, with the EOL planned for html5 client set for release 1911, we want to make sure this has changed and the add-in will be supported on the Fiori client.


      Author's profile photo Matheus Kuhn
      Matheus Kuhn


      Just to update, since release 1902 the pre-requisites changed a little bit:

      • .Net version should be 4.6.2
      • Office version supported is from 2010 to 2019.



      Author's profile photo Thabo Mithi
      Thabo Mithi

      Thank you Matheus Kuhn for the update!