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SAP ONE Support Launchpad Availability Issues

The pop-up message today about service interruptions and slow application performance in the SAP ONE Support Launchpad implies that the issues only occurred in late February and early March. Well, performance and stability have been pretty bad all this past week, in late March, and today (a Saturday) the site is essentially down entirely. The only part that works is the pop-up apologizing to us all that I mentioned. The feedback doesn't work either -- nothing does.

So, it's currently not possible to get to SAP Notes, or Software Downloads, or.... well, pretty much everything that isn't the SAP Community or the general marketing pages.

This is more than an inconvenience. It's a serious and continuing outage, and it's causing a real risk of project and GoLive delays, for me, and likely for many other customers. I'm working on a Saturday because I'm on a tight deadline and trying to resolve problems, and it doesn't help when the primary resource for support isn't available.

Frankly, since support switched to the Fiori Launchpad, its usability and reliability have, in general, gone sharply downhill from the old support.sap.com site, and more so from service.sap.com. We used to be able to get around these issues (because they really aren't new) by still using service.sap.com/notes, but now that redirects to the launchpad, which isn't working.

Since the problems appear to lie with either the Fiori Launchpad or Identity Management... or SAP Cloud Platform?... this isn't fueling great warm and fuzzies among customers to adopt these technologies when the vendor can't keep them running themselves.

The pop-up statement does at least let us know that SAP is aware of the issue and working on it, but it's not reassuring when it implies that the issues are not occurring currently and won't be fixed until April or May. The site is down right now, and we need it, right now. Can something be done to at least provide a workaround?

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  • Hi, Jelena:

    Yes, you're correct -- "Using SAP.com" was meant for reporting bugs with the new platform. (Why that tag? I have no idea.)

    For the most part, I do think it is used appropriately -- although there are certainly occasions when people use it for more general support-related questions. And coincidentally (and to your point) I just had a discussion about how SAP Support can get more involved in responding to questions here that are more appropriate to them.

    But that doesn't address the problem with its usage when people are trying to report something about other SAP.com properties. And I agree that a tag more specific to SAP Community would make things clearer. The downside, again, would be that so many members are conditioned to using SAP.com now -- and they do use it as we had intended.

    Anyway, let me take it back to the team for further discussion -- as there is an overall tag analysis going on right now, I believe. (It seems that 2,000 tags can be a bit confusing. Go figure.) In the meantime, we're still monitoring new "using SAP.com" posts, so when something a little off-topic (such as Matt's question) comes up, we can notify the right people.

    Best regards,

    --Jerry

  • That's me, off topic as usual! ;)

    How about "Using SAP Community"?

  • Hi, Matt:

    That makes sense to me (and was one of my suggestions internally here too), but I'm getting feedback that "using SAP.com" was indeed meant to be about all SAP Web properties. (When SCN became SAP Community and part of SAP.com, the unification meant "using SAP.com" applied to us and the other related sites.)

    Of course, this idea only works if we can get the teams for those other sites more involved. So my quest continues...

    Best regards,

    --Jerry

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3 Answers

  • Mar 28, 2017 at 05:20 PM

    Matt, add 'Support Services' tag, that's where all the support / Launchpad stuff is now.

    I have not experienced major issues with Launchpad but my usage level is probably nowhere near yours and we don't have any projects at the moment. But similar concerns were expressed by some folks I met at a local ASUG meeting. And in some cases Launchpad was extremely slow for me too. It'd just open a blank page with no tiles and I'd have no clue what's going on (not even a spinning flower picture or any sign of activity). It'd come around eventually but this is hardly acceptable. I have 200 Mbps Internet at home. VPN kills the speed though, so in some cases I get off VPN to use the SAP websites.

    It's kind of catch-22 that Launchpad is down but the channel for any technical assistance is Launchpad. But if you could still access the support portal maybe the new chat feature there could be used? Or even Twitter?

    As a side note - if there are some recurring performance issues (I hear about this on SCN every other month) then perhaps SAP should make someone available to monitor this 24/7 and provide a designated channel for the customers to reach technical personnel when they can't even open Launchpad. In this case someone could take an action immediately or at least document what happened.

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  • Mar 28, 2017 at 05:47 PM

    I had the same issues just a day earlier, and I tried the chat, but it asked me to fill quite many mandatory fields most by selecting an entry from a drop down list, and finally there was one field that did not have any content to select from, probably for the same reason why the whole launchpad did not work, so I had no option to chat about the problem.

    I had captured a bunch of screenshots but had to go to a meeting, later I cleared the cookies and the problem vanished, so I decided to not post it, as I do not even know whether it was related to the cookies or the the time healed the case.

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  • Mar 30, 2017 at 02:07 PM

    Hi everybody,
    We are sorry that you were having difficulties with the SAP ONE Support Launchpad. We appreciate your feedback here very much and I will forward to the team for consideration. Your feedback is very valuable to us and I would like to encourage you to use the feedback button to submit comments about your Launchpad experience directly to the team. We are working very hard to avoid circumstances like these in the future.

    Best,

    Theresa

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