Frequently Asked Questions

The Link: www.sdn.sap.com/irj/boc > Support

Forum:

SAP Community Network Forums > Business Objects

Crystal Report/Xcelsius Customers can access the Forum. Please select the forum most related to your issue. You can post your comment, search for solutions provided or provide your findings to other users. All forums are regularly monitored.

Notes:

Search SAP BusinessObjects Notes for Crystal Reports, Crystal Reports Server, Crystal Reports for Visual Studio, Crystal Reports for Eclipse, and Xcelsius.
Notes were known as Knowledge Base Search and Knowledge Base Articles on the SAP BusinessObjects web site.

Articles:

Access SAP BusinessObjects articles, formerly known as Technical Papers, Supported Platforms and Products Availability Reports (PARs). Under articles you will find links which allow you to browse articles by product version.

Note that SAP BusinessObjects Enterprise Technical Support Program articles are available here in addition to Crystal Reports, Crystal Reports Server, and Xcelsius content.

For additional Business Objects Resources you can also check the Blogs.

Customer support when you need it - one case at a time.

If you require technical support we would recommend access the Forums and the SAP BusinessObjects Notes.

If you require further assistance, you can purchase buy a single case.

Follow these steps:

1.  You need to "purchase a single case".
2.  Select the relevant country.
3.  Select ‘Technical Support'.
4.  You need to activate your single case > send the details to the mentioned e-mail address.

SAP will create a single case for you and will contact you to investigate and resolve your issue.

Note: Single case includes assistance from our knowledgeable Technical Support Engineers as well as continued access to online content and moderated community forums.
Crystal Single Case is not software; it is a technical support related product which allows you to access support agents online and via telephone for assistance with Xcelsius (versions 4.5 and 2008), Crystal Reports (versions XI R2 and 2008), Crystal Reports for Visual Studio (versions 2003, 2005, and 2008), Crystal Reports for Eclipse (version 1 and 2), Crystal Vision, and Crystal Reports Server (XI R2 and 2008). Incidents are valid for one year from date of purchase.

The location of your keycode depends on how you purchased/received your Business Objects product(s). Your keycode can be found in one of the following places:

• The red sticker on the back of the product CD sleeve.
• The License Certificate that confirms your license purchase.
• The confirmation email sent with your online purchase.
• The Help|About screen in Crystal Reports®.
• The Help|About screen in Visual Studio® .NET

Please ensure that you have entered the details correctly.

If the error message states that your key is invalid or has been registered already please contact Customer Interaction Center.

Please include the following details:

• Method of Purchase
• Proof of Purchase
• Registration Number (if possible)
• Full Company Name
• Address - i.e. City and State/Country
• Contact Name
• Email Address
• Name of software product
• Version number of software being installed
• Keycode(s) being used to install software
• Number of Keycode(s)
• Any details of license agreement or invoice number

After you have installed the software, you receive an error that your license key is invalid or not working for any reason, please first review:

• SAP Notes: http://www.sdn.sap.com/irj/boc/notes
• SAP BusinessObjects Forums: http://forums.sdn.sap.com/irj/boc > Forums

For further assistance, please contact Customer Interaction Center:

Americas: Support.bosapamerica@sap.com

Europe, Africa, Middle East: Support.bosapemea@sap.com

Asia, Australia and New Zealand: Support.bosapasia@sap.com

a. If you have requested this recently and have not received or it is not working, please follow up with your local Sales Representative:

• EMEA: 00800 55115511
• North America: +1 888 229 2276

b. You have received a CD (plus) with another product, with keycode ****4, please be aware this key has expired. To update go to:

http://www.sap.com/solutions/sapbusinessobjects/sme/freetrials/index.epx

Xcelsius Customers need to send an e-mail to their respective Customer Interaction Center providing a Proof of Purchase and the Serial Number (Starts with "Xcl").

Americas: Support.bosapamerica@sap.com

Europe, Africa, Middle East: Support.bosapemea@sap.com

Asia, Australia and New Zealand: Support.bosapasia@sap.com

Using Xcelsius 2008 and receive error: "Invalid Keycode" when entering your keycode, please try the following:

XP:
Please refer the customer to the SDN or SMP side and provide the Note 1275298.
The Note can be viewed under the following link: http://www.sdn.sap.com/irj/boc/notes

VISTA:
Please refer the customer to the SMP side and provide the Note 1200927.
The Note can be viewed under the following link: http://www.sdn.sap.com/irj/boc/notes

Please review information located here: http://www.sdn.sap.com/irj/boc/downloads

If you require any assistance please contact your sales representative.

• EMEA: 00800 55115511
• North America: +1 888 229 2276

Please send an e-mail to your respective Customer Interaction Center providing a Proof of Purchase Provide, license key and all necessary details about your Company and Contact person details.

Americas: Support.bosapamerica@sap.com

Europe, Africa, Middle East: Support.bosapemea@sap.com

Asia, Australia and New Zealand: Support.bosapasia@sap.com

If you have questions regarding software or upgrades please contact your sales representative:

• EMEA: 00800 55115511 
• North America: +1 888 229 2276 
• Canada: +1 888 342 5727

Review the SAP Notes, Articles available on the site, www.sdn.sap.com/irj/boc.

The forums are a very useful source of information.

The e-store is available under this link http://store.businessobjects.com or you can follow the steps from the SDN site to the e-store.
Once you have selected your country/region, click into your account and follow the ‘need help' steps. Here you will find the contact details for the E-store customer care team for your region.

Get a free trial or purchase SAP Business Objects offerings designed for small businesses and midsize companies.

Please go to http://www.sdn.sap.com/irj/boc > Download a Free Trial.

Search Business Objects Notes, read and post to the Business Objects forums, browse articles, and Downloads
Service packs, hot fixes, samples, or runtime packages.

Business Objects Enterprise Technical Support Program customers should use the SAP Support Portal as their primary support destination.

Under the section of Business Objects learning will you find the following topics:

Weekly Webinars

Catch the weekly SAP BusinessObjects "How-To Half Hour" webinar series, sponsored by the BusinessObjects OEM Sales and Marketing teams. These webinars, presented by SAP BusinessObjects technical experts and partners and industry thought leaders provide community members with up-to-date information about SAP BusinessObjects business intelligence and information management solutions. Session topics include best practices, tips and tricks, product demos and more and are designed to optimize customer and partner success with these solutions.

ELearning

Welcome to the Business Objects eLearning Catalog page! These eLearning sessions can help you broaden your skills through in-depth sessions, learning scenarios and how-to exercises. Open the eLearning session by simply clicking the session title.

Certification

Certification finder on www.sap.com

Education Services

Business Objects Education Services

Please contact the Customer Interaction Center by email:

Americas: Support.bosapamerica@sap.com

Europe, Africa, Middle East: Support.bosapemea@sap.com

Asia, Australia and New Zealand: Support.bosapasia@sap.com