Client cant launch SAP Enable Now Producer from Manager

[david748s]

Hello,

I have a client who can no longer access their SAP Enable Now Producer (cloud). It was working but now none of the authors/Admin can access Producer.

Users can no longer launch Producer (was working): issue is for all client users:

1. SAP Enable Now Author logs into Manager
2. Clicks Open Producer
3. The App Launcher then pops up: looks a little different, can only click Open File:

1. Get the usual Producer status bar

1. But then get an Enable Now pop up asking for email ir User name credentials

1. Add in email but then nothing happens

I was thinking as it is not working for all Users that the App launcher needs to be re-installed?

Thanks

David

[ShaneLipke]

Hi David,

The most common issue that I see blocking the launching of Producer is environments where the IT team has not considered the technical requirements to run Enable Now. An example of one of those requirements is the whitelisting of the Enable Now URLs, this can definitely impact the available for authors to start Producer. You can access the Enable Now Cloud technical requirements from Enable Now Cloud Technical Requirements. One specific issue preventing the opening of Producer, which was reported by a number of other customers recently, related to the use of ZScaler proxy servers. You can find information about that issue and the fix in the ZScaler issue knowledge base article. If neither of these suggestions helps with the issue, I recommend that you raise a ticket with the Component ID KM-WPB-PRO to gain further support.

Regards
Shane

[david748s]

Dear both,

I have been trying to resolve this Producer access issue however the client still can't access.

Just to clarify access was ok, SEN App Launcher installed.

When they click Open Producer the SEN pop up comes up and they click open, the status bar for SEN appears very quickly but then disappears, no error message, nothing running in the background.

We have tried deleting the SEN cache, still the same.

Tried running a trace (f12) but nothing seems to be logged that I can see.

Any thoughts what could be causing this?

Thanks

David

[david748s]

Dear both thanks for the responses.

I will certainly check on Zscaler as I have seen that issue before.

There was an issue initially which we had to get the IT Admin to do some work to the certifcates to allow the install on the SEN App launcher but that was fixed and Producer has been in use for many months now until now.

Thanks

David

[DirkManuel]

Do they usually use SSO? If so, check if anything has changed in that area. (Also, if they use SSO can they log onto Producer directly - i.e. not via Manager?) Check for local authentication settings that may have changed (in their IAS/IdP), or new browser settings. In my experience, 99% of the time it is something changed within the client organization and not SEN.