SAP Live Access troubleshooting

How do I request SAP Live Access support?

If you encounter any technical issue, you can contact the support via live chat directly from the SAP Live Access portal, web interface in the Help Center or by directly replying to the e-mail notification received after any training system activity. When requesting support, always provide the following information:

• Course ID
• Contingent ID
• System ID
• Your user ID (name) and e-mail address

A detailed description of the issue with screenshots to help the support colleagues better understand the issue

All needed information can be obtained by referring to the Active Systems tab on the SAP Live Access portal Home page.

I have an issue with a SAP Live Access exercises, how do I get help?

Please start by enrolling in the course-specific SAP Learning Room where experts will help you in understanding the processes and concepts in general. In the SAP Learning Rooms, you can exchange information with experts and other students as well as look for previously answered questions.

In case of technical issues that are preventing successful exercise completion, please use the support channel to report an issue and ask for support. We will help you as soon as possible.

Why is my SAP Live Access training system deleted?

A training system can be deleted either manually or automatically and once deleted it is listed under Deleted Systems within the SAP Live Access portal.

The training system will be automatically deleted when either the system lifetime or contingent consumption time ends. Once the training system is deleted, all progress is lost.

The contingent can be used during its validity period to request another training system if it has no training system already attached to it. If the contingent is fully consumed or its validity end date is reached, it cannot be used anymore.

Once you have finished your work, do not forget to suspend the system to preserve the remaining consumption time on your contingent!

How do I conduct (a SAP Live Access) performance test?

Before connecting to your training system within SAP Live Access, test your hosting location’s network connection by following these steps:

1. Open https://access.sap.com and select the Performance check link at the top of the screen.
2. Start the performance test with these steps:
   For SAP SuccessFactors solutions training systems, select the SaaS Cloud drop-down list and the DC8 option.
   For testing connectivity to standard training systems for SAP software, select the EMEA region by selecting the appropriate continent. Its color will turn yellow once selected.
3. Verify that your connection is suitable for the training systems at your hosting location. Select "Start Test" to obtain latency, download speed, and bandwidth measurement results to and from the SAP data center where the training systems are hosted.
4. Review the results of the test by using the following color keys that indicate network performance:
   - Green: Good connectivity
   - Yellow: Sufficient connectivity
   - Red: Insufficient connectivity, meaning the network is unsuitable
5. Select Help to obtain a detailed description of the tool and get more information on the continuous latency test or the easy check.
6. If you are using Microsoft Outlook, send your test results by selecting Send Results.
7. Perform an additional connectivity test by selecting the SAP Live Access Connectivity Test link. Wait for the login screen of a training system to open in a new browser window. If the login screen opens up, the test is successful and you may exit the screen by selecting Cancel (you do not need to provide any credentials here). Alternatively, to start the connectivity test, open https://www.learn.sap/connecttest

Note: If you encounter issues related to the network connection (performance), first contact the IT administration team of your hosting location for problem analysis, testing, and resolution.