2586277 - SAP Outlook Add-in not Loading in Outlook

SAP Knowledge Base Article - Public

2586277 - SAP Outlook Add-in not Loading in Outlook

Symptom

When you open Microsoft Outook, the SAP Outlook Add-in is not loading. It is disabled.

Environment

SAP Hybris Cloud for Customer

Reproducing the Issue

Issue can occur after installing SAP Outlook Add-in or if the Add-in is already installed.

  1. Open MS Outlook.
  2. Go to Home tab.
  3. The SAP Outlook Add-in is not visible in the menu bar.
  4. Click on File tab.
  5. Click on Options.
  6. In the new window click on Add-ins.
  7. Go to the bottom section called Manage.
  8. Select Disabled Items and click Go.
  9. A new window appears listing all disabled Add-ins, including SAP Hybris Cloud for Customer Add-in for Microsoft Outlook.

Cause

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

Resolution

When encountering such scenarios, it is recommended that the user select the Always enable the add-in functionality. There are three solutions to do so:

Solution 1: Reactivate SAP Outlook Add-in in MS Outlook:

  1. Open MS Outlook.
  2. Click on File tab.
  3. Click on Options.
  4. In the new window, click on Add-ins.
  5. Go to the bottom section called Manage.
  6. Select Disabled Items and click Go.
  7. A new window appears listing all disabled Add-ins, including SAP Hybris Cloud for Customer Add-in for Microsoft Outlook.
  8. Select the SAP Hybris Cloud for Customer Add-in for Microsoft Outlook, click Enable and OK.
  9. Close and restart MS Outlook.
  10. If the Add-in remains disabled move to the second solution.

Solution 2: Use the Policy attributes in registry. This can also be used by IT admin as part of their GPO (Group Policy Object):

  1. Close Outlook.
  2. Copy the below script into a notepad and save the file as registry_policy_script.reg:


Windows Registry Editor Version 5.00

[HKEY_CURRENT_USER\SOFTWARE\Policies\Microsoft\Office\15.0\outlook\resiliency\addinlist]
"SAPBusinessByDesignOutlookAddin"=dword:00000001

Solution 3: If the above does not help, try forcing the Outlook to load the add-in by clearing existing Resiliency values:

  1. Close Outlook.
  2. Copy the below script into a notepad and save the file as Cleanup_script.reg:


Windows Registry Editor Version 5.00

[-HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\Outlook\Addins\SAPBusinessByDesignOutlookAddIn]

[-HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.0\Outlook\Resiliency]

[HKEY_CURRENT_USER\SOFTWARE\Microsoft\Office\15.0\Outlook\Resiliency\DoNotDisableAddinList]
"SAPBusinessByDesignOutlookAddin"=dword:00000001


Note:
1.The extension should be .reg and not .txt.
2.The value 15.0 is for Outlook 2013. For other versions of Outlook use the value provided in the table below.
3.The user needs to have admin permission to modify the registry.


Outlook Name    Version Number

Outlook 2010          14.0
 
Outlook 2013          15.0
 
Outlook 2016          16.0

Keywords

Outlook add-in disabled; outlook add-in not loading , KBA , disabled , not loading , add-in , addin , outlook addin , outlook add-in , LOD-CRM-GW-OUT , Outlook , Problem

Product

SAP Hybris Cloud for Customer all versions