Request to access a previous SAP CAL image on S4Hana by a Partner

[MiguelAngel]

Hi, a Partner in LAC (México) pay for a 3 month use of a CAL system, they buyed also for a year the license under PLS for use S4HanaCloud, what is the procedure to activate again the CAL system

they get the following error

error-on-cal-access.png

please indicate the procedure to use again the service they have also raised a ticket 1000249783 in SAP Store the partner has not received assistance

[Wallace]

Hello Miguel,

What does the customer's CAL console show?
Perhaps that helps with this?
To me, the screenshot is a generic connect error.
Asking to clarify the question, in hopes others can answer.

Wallace

[JoergWolf]

Hi Miguel,

the screenshot simply means that the S/4HANA system is not running properly.

If the system shows as "active" in CAL (green lights), they would need to check the state of the HANA DB and the ABAP stack.

A common issue is an outdated S/4 license for both HANA and S/4 after 90 days. In that case, proceed as mentioned in the Getting Started guide > Chapter 3.3.

If the license is OK, a basis consultant of the partner could try to dig deeper on the Linux OS (OS access is described in above guide in chapter 2.4.6).

Best, Joerg