sapnote_0001378659

10.04.2012 of 20

SAP Note 1378659 - NWBC 3.x: known issues & what to checkwhen opening a ticket

Note Language: English Version: 156 Validity: Valid Since23.03.2012

Summary

SymptomKnown issues of Netweaver Business Client >=3.0 (NWBC) and what to checkwhen you open a support ticket on BC-FES-BUS*

Other termsaccelerated ticket processing

Reason and PrerequisitesIncomplete error descriptionBe aware that most of the mentioned "errors" are not really a software bug(support) but missing/wrong configuration (consulting).Based on our support experience we still mention them in here in order togive you a chance to correct this quickly.

But bear in mind that this does not automatically qualify it to asupport case <->ticket.

We tried to add as well issus which are caused outside of NWBC.

Solution

BEFORE A TICKET IS OPEND:

Try to reproduce with the most current Patch Level of your clientversion:

NWBC 3.5 Client:

o download link:http://goo.gl/9dfVv

- upgrade from NWBC 3.0 =<PL9 ?be aware of pitfall:http://goo.gl/ELBbZ

o (client-)patch level descriptions:https://service.sap.com/sap/support/notes/1559188

o additional prerequisites and limitations:

- NWBC 3.5 Desktop version:https://service.sap.com/sap/support/notes/1620514

- NWBC 3.5 HTML version:https://service.sap.com/sap/support/notes/1620576

- see FAQ:

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https://service.sap.com/sap/support/notes/900000

NWBC 3.0 Client:

o download link:http://goo.gl/oJlzl

- Additional pitfall starting from NWBC 3.0 PL10:http://goo.gl/ELBbZ

o (client-)patch level descriptions:https://service.sap.com/sap/support/notes/1353593

o additional prerequisites and limitations:https://service.sap.com/sap/support/notes/1029940

NWBC 1.0 Client:

o already out of support since 1.Dec.2011 (note 1643300)

NWBC 3.0 Server (runtime):your backend version does meet the minimum level mentioned in here:http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/fe/83898fc0ce41bf849a3f2ae9880083/frameset.htm

If yes, apply the highest patch note mentioned in note:https://service.sap.com/sap/support/notes/1353538

o (recommended !- not necessary if you run against the portal)

After that you will have the most current NWBC runtime available and youdon´t have to read further in this sub chapter:

o especially important to update your NWBC runtime if:

- the problem occurs with NWBC desktop and not with NWBC htmlversion - or vise versa

- the problem is already mentioned in note 1353538

- if you run on a rather old NWBC runtime-

general rule of thumb:check your current runtime patch level with SNOTE and comparethe notes with the ones mentioned in note 1353538

troubleshooting on a runtime patch level lower than "current PLminus 2" does not make sense - apply the highest PL mentionedin note 1353538.

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Does the error occur as well without NWBC?http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/c4/befb366f4944fb9b5574f9dc2414cd/frameset.htm

o For instance if you have integrated:

- the portal:Does the same error occur already if you call the Portaldirectly/standalone (without NWBC on top)?

- a webdynpro application:Does the same error occur already if you call the Webdynprodirectly/standalone (without NWBC on top)?http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/c4/befb366f4944fb9b5574f9dc2414cd/frameset.htm

- sap gui transactions:Does the same error occur already if you call the sap guitransaction in the classical sap gui/directly/standalone(without NWBC on top)?

Hint:NWBC as a top layer will not fix problems which do occur already on lowerlayers

o quick test:

- http://goo.gl/aNfsr

o if the problem occurs in the standalone case (without NWBC) as well-> open the ticket on the respective application component.

WHEN OPENING A TICKET:

Attach:

o Traces:

- raise log level according tohttp://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/54/c093d0777348d58b66b4de42a37db6/frameset.htm

- reproduce the issue

- attach support report:http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/b0/c8fffd112b4820b497b793e7da9e43/frameset.htm

- reduce trace level back to "error"

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o How to reproduce:

- Screenshotse.g. RUN psr.exe on Windows 7

- short description: navigation/click path

- URLs

Mention:

o your backend version in use: (SAP_BASIS)http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/fe/83898fc0ce41bf849a3f2ae9880083/frameset.htm

WHAT TO DO WHEN:

client tracing is helpful for the following error numbers:

client tracing:

o Reproduce the error with a client tracing tool such as fiddler:

http://goo.gl/IJHp2(works as well for NWBC DESKTOP version.

or

http://www.httpwatch.com/ works only for NWBC HTML version.

(be aware that these are third party tools for which we can´t takeany responsibility)

- compare with error numbers in the next chapter

o Save and attach the client trace to your ticket.

o optional attaching respective server traces/logs of the time oferror reproduction:

- ABAP Backend: ST22

- Portal/JAVA: defaultTrace.<x>.trc

error numbers:

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403 (Forbidden) error:

o Check the chapter: "Active Services in the ICF"http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/a3/1b9f0388ea4e62a7723021356ba397/frameset.htmMost probably the appropriate SICF service has not been activated

404 file not found (mimes/images are not displayed) - or looping atlogin

o ITS / web gui related?:https://service.sap.com/sap/support/notes/1308846

500 error in the client:

o ITS / web gui related?:open a ticket on BC-FES-ITS

o RABAX:UNCAUGHT_EXCEPTION CX_FQDN / An exception occurred thatwas not caught.make sure fully qualified domain names are used:https://service.sap.com/sap/support/notes/654982 &https://service.sap.com/sap/support/notes/773830

generally expected content is not displayed:

o check MANDATORY whitelists:http://goo.gl/ELBbZ

- Starting from NWBC PL10(CLIENT) and NWBC 3.5:any content delivered by other servers than the one to whichthe NWBC is connected to (connection string) needs to bemaintained in whitelists.

NWBC on WTS/Citrix:NWBC 3.0:

o Installation:

- http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/1e/3695b77e0c4c618484c720c8495565/frameset.htm

- use >=PL6 of NWBC 3.0http://goo.gl/oJlzlPL description: note 1353593

o Missing Taskbar Buttons:

- https://service.sap.com/~sapidb/012003146900000583532011E/Taskbar_Buttons_missing.pdf

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NWBC 3.5:

o second login required (not occurring in non citrix environment).

- use >=PL4 of NWBC 3.5:http://goo.gl/9dfVvPL description: note 1559188

SSO related errors:SSO2 configuration is MANDATORY for NWBC usageError:

o popup on the frontend:

- EN: "SSO logon not possible; logon tickets notactivated on the server" or

- EN: "SSO logon not possible; no logon ticket due toincorrect configuration"

- DE: "SSO-Anmeldung nicht möglich: Anmeldeticketsnicht auf Server aktiviert" oder

- DE: "SSO-Anmeldung nicht möglich: Kein Anmeldeticketwegen fehlerhafter Konfig"

- EN: "Please check your configuration of the SAPLogontickets (MYSAPSSO2-Cookie)

- DE: "Prüfen Sie Ihre Konfiguration desSAP-Anmeldetickets (MYSAPSSO2-Cookie)

o the following log entries indicate the same problem:

- NWBC 3.0: NWBCTrace.logcreate a support report (http://goo.gl/wYdOw) and extract outof this report the runtime/NWBCTrace.log"MYSAPSSO2 cookie missing after logon"

What to do:

o Please read chapters "NWBC and Authentication" and "Logon Tickets"of the NWBC documentation where we explain some backgroundinformation about the absoutely necessary MYSAPSSO2 cookie.To check whether HTTP requests contain the MYSAPSSO2 cookie you canuse e.g. Fiddler as an HTTP sniffer.

o above SSO errors do indicate an incomplete / incorrect (serverside) sso configuration (consulting):

- https://service.sap.com/sap/support/notes/817529


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- http://goo.gl/oPm0A

Further SSO related errors:

o error displayed:"the system is unable to interpret the sso ticketreceived"

- http://help.sap.com/saphelp_nw70ehp1/helpdata/en/f8/18da3a82f9cc38e10000000a114084/frameset.htm


- open a ticket on BC-SEC-LGN

o troubleshoot SSO:

- check whether the user is a "DIALOG" user - service and systemusers never get SSO tickets(https://service.sap.com/sap/support/notes/622464 for moredetails)



- open a ticket on BC-SEC-LGN

HTTPS/SSL & client certificates are in place:some of the clients can´t login the following is displayed (popup) & traced(debug level - http://goo.gl/KlrWR):

o error code: 0x80090326 and/or the following error text:

- EN: The message received was unexpected or badlyformatted

- DE: Das Format der empfangenen Nachricht warunerwartet oder fehlerhaft

caused outside of SAP-code: check relation tohttp://support.microsoft.com/kb/933430/en-us for verificationyou can open a ticket on BC-SEC-SSL

Warning@Login:switch to https:

o EN: No switch to HTTPS occurred, so it is not secure tosend a password

o DE: Es erfolgte kein Umschalten auf HTTPS, Kennwortsenden ist daher unsicher

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-https://service.sap.com/~sapidb/012006153200000000422012E/SSLsetup.pdf(Document eventually as well helpful in case you have loadbalancers / web dispatcher in place).

multiple login warning:

o EN: you are already logged on to the system in thefollowing sessions

- https://service.sap.com/~sapidb/012006153200000130022012E/you_are_already_logged_on.pdf

Security Warning:

o EN:

- SAP Netweaver Business Client has identified apotential security concern.(This location is not explicitly marked as safe/whitlisted)

o DE:

- SAP Netweaver Business Client hat ein möglichesSicherheitsrisiko entdeckt.or

- SAP Netweaver Business Client hat ein potentiellesSicherheitsrisiko identifiziert.(Folgender Ort ist nicht explizit als sicher gekennzeichnet)

see http://goo.gl/ELBbZ

Total Crash of your NWBC:

o retest with the most current NWBC version:

- NWBC 3.0: http://goo.gl/oJlzl

- NWBC 3.5: http://goo.gl/wYgry

o Chapter crash in the troubleshooting guide:http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/71/cfc10c75514385925d583e7989bb29/frameset.htm

o check the windows event logging on the client at the time of thecrash.

Troubleshoot NWBC related performance issues:

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ohttps://service.sap.com/~sapidb/012003146900000445492011E/PerformanceIssues.pdf

o Special Case: -Zoom Slider changed:https://service.sap.com/~sapidb/012003146900000585932011E/FontSizeSliderPerformance.pdf

NWBC does not start up at all (no splash shown)- althoughconfiguration is o.k.:

o Try on a different PCmost probably it is NOT a customer wide problem

o Does it work for other users?check for a corrupt windows user profile

POWL:

o locks sessions and displays error:

- " Query <name of the Query> is already open in anothersession "

- check: https://service.sap.com/sap/support/notes/1433603

o html client only: second (opening) window shows:

- Error: "the specified application configuration was not found"

- apply: NWBC runtime patch >=PL17https://service.sap.com/sap/support/notes/1353538

Connection failures:

o NWBC 3.0 - fails with:

- EN: " The NetWeaver Business Client is only supportedwith the NetWeaver 7.02 and 7.20 and furtherreleases "

- DE: " NetWeaver Business Client für Desktop wird nurab Release NetWeaver 7.02 und 7.20 unterstützt "

- install >=PL14 (note 1353538)

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o saprouter connection string fails:


o Proxy <->NWBC related Error:

- Popup@Login:The proxy configuration within Internet Explorercannot provide a proxy for this server

-> see http://goo.gl/zUArw

Internet Explorer is configured to use an automaticproxy based on a file protocol 'e.g.:<(file//c:\windows\proxy.pac)>, only URLs based onHTTP can be supported

-> see http://goo.gl/855g8

o Parser related issues:

- Popup@Login:

EN: The backend connection for <connection name>generated a critical error: Parsing for serverresponse is impossible.

DE: Backend der Verbindung <Verbindungsname>lieferte einen schwerwiegenden Fehler zurück:Parsing nicht möglich für Serverantwort

- TRACE ENTRIES:runtime\NWBCTrace.log:

"CreateDOM: failed to create XML parser instance(hr=0x80040154(Class not registered))"

OR:

"readDirectoryXML: failed to create XML parser instance(hr=0x80070015(The device is not ready.))"

- see http://goo.gl/RFWK3

SAP GUI <-> NWBC related issues:

o SAP GUI within NWBC does not show up at all:

- solved with SAP GUI 7.20 >= PL 2

- solved with SAP GUI 7.10 >= PL 18 (note 1463107)

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update: SAP GUI 7.10 has run out of support

o NWBC SAP GUI Integrator information popup:With the current installation, all transactions will bestarted with SAP GUI for HTML= Warning that no SAP GUI is installed on this client - to get ridof this warning:

- install SAP GUI for Windows

- if SAP GUI for Windows is not wanted but SAP GUI for HTML:http://goo.gl/f2HVY

- SAP GUI for Windows is installed but still get this warningcheck note 1527068

o F4 help not working in dynpro:


o for ever "turning wheel":


o see as well:


- UPDATE: 7.10 has been running out of support (note 66971 &1053737)

o get rid of annnoying popup:EN: "Unsaved data will be lost. Do you want to log off?"DE: "Nicht gesicherte Daten werden verlorengehen. Möchten Sie sichabmelden?"https://service.sap.com/sap/support/notes/1508133

o not NWBC but web gui related:

- Popup of type:"Sent URL/sap(<long string>)/bc/gui/sap/its/webgui/?<parameters>"sample & solution:https://service.sap.com/~sapidb/012006153200000426282011E/sent_URL_popup.pdf

- fired URLs too long:https://service.sap.com/sap/support/notes/1459135(and it´s realted notes)

o F4 help ends up in an error: "Enter a numeric value":https://service.sap.com/sap/support/notes/1508817

o sap gui can run slow (>=10x) when running in NWBChttps://service.sap.com/sap/support/notes/1520240

o NWBC navigation to sap gui transaction:

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~"error: Transaction <TA>%20<PARAMETER>=unkown"https://service.sap.com/sap/support/notes/1587833+ >=PL6 (http://goo.gl/oJlzl)

o "SAPGUI has closed the communication channel. All sessions arelost"https://service.sap.com/sap/support/notes/1592316

o Statusbar default - collapsed not expanded:https://service.sap.com/~sapidb/012003146900000445952011E/CollapsedStatusBarSapGui.pdf

o yellow arrow icon (Log off -Shift+F3) ends in blank sap gui screenand final "SAP GUI has closed transaction <transaction>."use NWBC 3.5 (http://goo.gl/9dfVv) instead of 3.0

o other sap gui related known issues:https://service.sap.com/sap/support/notes/1141723

OBN (object based navigation) errors:

o NWBC 3.0:

- apply the highest available runtime patch mentioned inhttps://service.sap.com/sap/support/notes/1353538If you take the highest all the lower patches will beautomatically referenced/applied too (recommended).Several OBN fixes are in there - if you are interested indetails: note 1465586 (derived role related) & 1519483 (generalobn issue).

- "Error in Calling Up Application"

1. Scenario:

a) NWBC connected to a Portal

b) Webdynpro ABAP application is integrated into a portal PAGE

c) iView is assigned to this PAGE & page (OBN target) to the role

2. Workaround:

a) eliminate the PAGE and assign the iView (OBN target) directly tothe role

- other obn errors:see OBN section ofhttp://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/71/cfc10c75514385925d583e7989bb29/frameset.htm

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- and:http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/ed/1801f8f1ed4c139f30af2cfad75962/frameset.htm

Portal <-> NWBCWhen navigating in the portal with NWBC a popup is displayed:

"an error has occurred. Error code:ROLES://portal_content/<pcd location>"

o NWBC 3.0: https://service.sap.com/sap/support/notes/1353538(>=PL17)

"DSM: XHR Status was 500, not able to deliver PRO54-DSM data"

o 70% case:

- minimum:https://service.sap.com/sap/support/notes/1554195

- better: apply the highest patch note of:https://service.sap.com/sap/support/notes/1353538

o 15% case:if ITS / WEBGUI related

- http://goo.gl/TsNP7

- check your frontend traces:with fiddler http://goo.gl/IJHp2 in the NWBC DESKTOP caseor http://www.httpwatch.com/ for the NWBC HTML only case

in case of 403 errors in the ITS and/or mimes area-> check the respective SICF nodes (activated?).

o 5% case:

- verify your RFC Destinations (SM59) if usedwhether the server definition for the scenario relevantsystemalias is correct (if necessary: frontend verificationwith http://goo.gl/IJHp2)

o 5% case:

- customer specific network/landscape issuee.g. wrong DNS resolution, blocking firewall, miss functionalreverse proxy

o 5% case:

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- open a ticket

Timeout when logging into NWBC:

o Error popup at login:The backend of connection <system> returned a fatalerror: Request has timed out (12002)

o solution/troubleshooting:https://service.sap.com/~sapidb/012006153200000487922011E/Request_has_timed_out.pdf

APPLICATION INTEGRATION:

General:http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/c4/befb366f4944fb9b5574f9dc2414cd/frameset.htm

Rendering problems:

o Close button is missing in the (Web-dynpro)-application:

- https://service.sap.com/sap/support/notes/1353538 (>=PL17)

- https://service.sap.com/sap/support/notes/1507477 (whenSAP_BASIS 7.02 SP<=7)


- if NWBC 3.0 DESKTOP version then it needs to be >=PL5http://goo.gl/oJlzl (patch history: note 1353593)

o NWBC HTML <-> IE9:

- Rendering problems in IE9https://service.sap.com/sap/support/notes/1579105

o Branding image / Logo not displayed

- double check your configuration again!

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Here some examples:https://service.sap.com/~sapidb/012006153200000159042012E/branding.pdf

Cproject:

o webdynpro based search fails:https://service.sap.com/~sapidb/012003146900000418672011E/SearchCprojectsFailsWebdynpro.pdf

o launchpad issue: document is not loaded in external windowworks with NWBC html but not with NWBC Desktop.

- keyword in dump:The ASSERT condition was violatedin method:GET_DOCUMENTS_FOR_BASEOBJ

apply:https://service.sap.com/sap/support/notes/1353538 (>=PL19)

Session handling in the canvas area:

EN: "User session (HTTP/SMTP/..) closed after timeout"

DE: "Benutzer-Session (HTTP/SMTP/..) nach Timeout abgebaut"

main reasons for these timeouts:

o https://service.sap.com/sap/support/notes/882548



less often the reason for these timeouts:




non of the above scenarios do apply?

o open a ticket on BC-CST-IC and attach ICM trace:During reproduction raise ICM trace level 3 (TA SMICM).

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ROLE / MENU related issues:generally be aware of:



ERROR: "The user menu tree for user <user> is empty."expected menu entries don´t show up(partially missing or completely empty)

o generally that indicates that simply no role is assigned to theuser -> PFCG

o OR check the following application specific chapters:

NWBC <-> GRC:


o https://service.sap.com/sap/support/notes/1653405(not directly NWBC related)

NWBC<->solution manager + other products in general:

o menu partially missing - or:

o no menu entries at all - ERROR:"The user menu tree for user <user> is empty."

- other products are used on top of a solution managerhttps://service.sap.com/sap/support/notes/1346050

- generally certain applications do use additional menu filters(BAdIs) which manipulate (remove+resort) the menu result AFTERthe NWBC runtime "menu calculation" & BEFORE send to the NWBCclient - example:https://service.sap.com/sap/support/notes/1647153another example - SRM see next chapter:

o solman is dummping


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NWBC<->SRM:

Popup at login: "no content available - contact your Administrator"

o special case of SRM:"Portal Independent Navigation Frame" (NWBC instead of Portal)further SRM customizing is required:SPRO (path depends on SRM version):

- SAP SRM > SRM Server > Technical Basic Settings > PortalIndependent Navigation Frame.activate switch "SRM_700_LOCAL_MENU" for NWBC navigation.(other related terms & responsible component: SRM-EBP-WFL-AC:rabax: CX_NWBC=>RAISE ... /SAPSRM/CL_URL_SERVICE=>GENERATE_ACCESS_URL )

other SRM related note:

o Menu enries missing:https://service.sap.com/sap/support/notes/1529553

o Supplier Self-Services (SRM-SUS) multiple logons when navigatinghttps://service.sap.com/sap/support/notes/1665564https://service.sap.com/sap/support/notes/1651708

FURTHER SRM RELATED ISSUES:

general Dump in NWBC canvas & ST22 dump fails in"check_invalid_chars url"

o -> https://service.sap.com/sap/support/notes/1506161

Blank screen/no data transfer back to SRM/NWBC after externalcatalog item selection:

Scenario:

3. Item selection in an external catalog:

a) Catalog opens in an separate (NWBC-)window.

b) User selects an (several) item(s) out of the external catalog.

4. when transferring the Shopping Cart back to SRM (for placing theorder) - NWBC shows an empty page instead of transfering the datasuccessfully.

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Check:


o still not working? - open a ticket on SRM-EBP-CAT

PDO Layer error:https://service.sap.com/~sapidb/012003146900000494452011E/PDO_Layer_error.pdf

ADDITIONAL INFO if applicable:

Frequency of problem occurrence:

o Occurs on all tested desktops?

o Occurs only on certain desktops?

- Is there a pattern recognizably (e.g. only with certain browserversions or operating systems)

o Not client/desktop related at all -> server related only?

Remote access

o optional prepare a remote connection: -https://service.sap.com/sap/support/notes/494980

- Generally we recommend a WTS connection to a client with SAPGUI and NWBC installed.

- Http connects are o.k. as well especially for javascript andhttp error code debugging sessions.

o don't forget a short description how to reproduce the error URLs,navigation path, transaction, users/credentials...

FINALY IMPORTANT Link to Documentation:

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ohttp://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/31/8dd113b8ba4832aeaafb4b756e1eed/frameset.htm

+ most current delta documentation:

o https://service.sap.com/~sapidb/012006153200000006462011E/delta_nwbc30_docu_20101222.pdf

*********** VERY IMPORTANT *****************Take a look onto known issues BEFORE you open a ticket:http://help.sap.com/saphelp_nw70ehp2ru/helpdata/en/71/cfc10c75514385925d583e7989bb29/frameset.htm

*********** VERY IMPORTANT *****************

Header Data

Release Status: Released for CustomerReleased on: 23.03.2012 16:34:15Master Language: EnglishPriority: Recommendations/additional infoCategory: Help for error analysisPrimary Component: BC-WD-CLT-BUS Please use BC-FES*

Secondary Components:BC-FES-BUS-DSK Netweaver Business ClientDesktop

Valid Releases

Software Component Release FromRelease

ToRelease

andSubsequent

SAP_BASIS 60 610 640



SAP_BASIS 731 731 731

BC-WD-CLT-BUS 3.0 3.0 3.0

BC-WD-CLT-BUS 3.5 3.5 3.5

Related Notes

Number Short Text

1527068 additional documentation for NWBC >=3.0

1485848 OBN Failure with NWBC v1.0 during navigation to transaction

1433603 NWBC causes locks in WebDynpro apps escpecially POWLs

1368177 SAP NWBC v3.0 Release on NW7.00 and NW701

1257108 Collective Note: Analyzing issues with Single Sign On (SSO)

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Number Short Text

1096312 Netweaver Business Client (NWBC) switch on traces / logs

900000 Netweaver Business Client - FAQ

817529 Checking the SSO configuration

sapnote_0001378659

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