Outlook plugin - Unable to Add contacts - Button grayed out

[LisaD]

Our users have downloaded the latest version of the plugin (142.0.2463.2328). When they navigate to a Contact in Outlook, the Add Contact button is grayed out. I have a previous version and it works just fine for me. This issue is happening for all users with that version. Is there anything I need to do in config, or is it a bug with the new version? If anyone else has had this issue and addressed it, I would appreciate your help.

I went into the business role and under Fields and Actions, I enabled the GW_CON_CREATE Business Action, but that didn't help.

Thanks!

Lisa

[pushkar_ranjan · Accepted solution]

Please file an incident report with SAP SE regarding this matter. Thank you.

[LisaD · Accepted solution]

Thank you, Pushkar. I have reported it. I have marked it as very high as we are in the middle of our rollout of C4C nationwide and it is impacting our ability to train the sales force and have them get their contacts in C4C. As you know, first impressions are everything and this issue is not helping us create that wow factor. I appreciate any help you can give internally to move this along.

The message number is 3500242632.

[Former Member · Accepted solution]

We are using 142.0.2463.2328 and it is working for us. We also are using Lync so we have had to uninstall that, then install the add-in, then reinstall Lync.

There is a newer version out there I just saw.  142.0.2484.1207, might try that on one or two computers to see if it fixes anything.

We have deleted and reinstalled before to solve Outlook issues.

SAP has us delete the SAP Cloud for Customer Contacts and Account folders. Then uninstall, then reinstall the Add in. That has worked before.

[LisaD · Accepted solution]

Thank you so much, Mark! I appreciate your help. We will download the newer version and try it out.

[Former Member · Accepted solution]

We just installed the new updated app.  Working on a Windows 8.1 computer. Running Outlook 2013 and Lync 2013. Right now it is all working well.  You might try the new update.

[Former Member · Accepted solution]

It has now stopped working. I have no idea, this appears to be a moving target. Is anyone else having trouble with this function?  We used to be able to drag and drop the contact on the account using the side panel. That no longer works either.

[LisaD · Accepted solution]

Hi Mark.

This is exactly what we are seeing. I logged a ticket and SAP responded and basically said that method should no longer be used. I question why the button would still be available if that is the case.

In my opinion, SAP needs to resolve this ASAP. The ability to add contacts quickly is essential to the adoption of the tool. We can't expect sales people to follow the convoluted process SAP outlined.

Maybe if enough customers log tickets about this, SAP will acknowledge this is an issue and address it.

Lisa

[Former Member]

Hi Lisa,

This is fixed in hotfix 66586 and also EP 5847. It will be delivered in 1511 SP5.

Regards,

Xizhi

[Former Member]

Looks like there is some misunderstanding with the functionality of the add contact button. The button state is enabled based on the contact folder that is set as the SAP Cloud for Customer Contact folder in the setting of the addin. The Add Contact button will be enabled only when you are in the same folder as the one in the settings.

Thanks

Partho

[Former Member]

I checked my settings. I am in that folder, it is set up as you have it displayed.

I went to create a new contact. The button is still grayed out.

It makes sense to that you must have this set up as your folder. It does not make sense that you have to be in this folder to "add" a contact.  It used to work where you could click on one of your contacts in Outlook, then drag and drop it to an account in the side panel. This was a wonderful feature. It allows sales reps to use their cards they have scanned and connect them. It used to work that once you did that the new contact was added to the SAP Contact Folder you mention.

For us, this is a HUGE issue. We have an issue open for this. We use this drag and drop function for tasks and appointments as well. It allows a sales rep to much of their daily work right from Outlook, even in an off-line mode. VERY user friendly. And we all know, sales reps need user friendly software.

[Former Member]

The 'Add Contact' button grey out is an issue due to our addin translation text change. And it's been fixed internally. We are working on the deliver the EP and hotfix to customer.

I'll update once the EP and hotfix is shipped.

Regards,

Xizhi

[Former Member]

Hi All,

Can you please try the following:

1. Log off from the addin in Outlook
2. Delete the SAP C4C folder under the user’s inbox. Delete it from the deleted folders
3. Close Outlook
4. Open Windows Explorer and open the following directory:  c:\users\\AppData\Roaming\SAP\
5. Delete the folder CRMOnDemand
6. Restart Outlook

Check if this fixes the issue.

Thanks

Partho

[LisaD]

Hi Partho

I followed these steps and it made no difference, unfortunately.

Thank you for the suggestion! We are willing to try anything at this point.

Lisa

[Former Member]

Hi Lisa,

Can we get on a call so that I can have a quick look? What number should I call?

THanks

Partho

[LisaD]

Hi Partho

Which time zone are you in? I am in the middle of a training class to roll out C4C to one of our sales teams. Maybe I can schedule something for after the session ends (4pm Central).

Let me know!

Thanks

Lisa

[Former Member]

Lisa,

I am in Palo Alto (PST). Yes, we can meet after your class ends.

Partho

[LisaD]

Great! Please contact me at lisa.dunnette@lennoxintl.com to exchange phone numbers.

[chandansb]

Hello Lisa/Partho,

Please do share your findings and solution once you are able to resolve this

Regards,

Chandan