Symptom

  • How to troubleshoot and enable Live Office toolbar?
  • This document is collecting the basic troubleshooting steps, that should be tested when you face problems with enabling Live Office add-in.
  • The document is a starting point to find Notes/KBAs related to the specific problem.
  • Possible symptoms and error messages:

    • After installing Live Office add-in, the Live Office toolbar is missing from the Microsoft Office.
    • Live Office was installed successfully and was working fine, but now the toolbar is not visible in Microsoft Office.

Environment

  • SAP BusinessObjects Business Intelligence Platform 4.x
  • SAP Live Office 4.x
  • Windows 7 or higher
  • Microsoft Office 2010 or higher

Reproducing the Issue

  1. Start Microsoft Office e.g. MS Excel.
  2. Check the toolbar:

    1. >> Live Office toolbar is not visible.
  3. Check the enabled add-ins: File - Options - Add-ins - Active Application Add-ins

    1. >> Live Office is not enabled.
    2. enable1.png

Resolution

How to enable Live Office add-in (default steps)

  1. Search for enable_addin.exe (older version installations) or liveoffice_enable_addin.exe (from BI 4.2 version installations) in the Business Objects installation folder:

    1. For SAP BusinessObjects Live Office XI 3.1  "<BOE CLIENT INSTALLATION PATH>\BusinessObjects Enterprise 12.0\Live Office 12.0"
    2. For SAP BusinessObjects Live Office 4.0 or 4.1 "<BO BIP INSTALLATION PATH>\SAP BusinessObjects Enterprise XI 4.0\LiveOffice"
    3. For SAP BusinessObjects Live Office 4.2 "<BO BIP INSTALLATION PATH>\SAP BusinessObjects Enterprise XI 4.0\win32_x86"
  2. Right click - Run as administrator.
  3. Login as administrator (this step depends on the local Windows settings).
  4. Select the needed components.
  5. OK.

    1. enable4.png

More details in: KBA 1770404

Registry entries, that have to be present

  1. Run REGEDIT.exe: Start menu - search on "regedit".

  2. Right click - Run as administrator.
  3. Login as administrator (this step depends on the local Windows settings).
  4. Navigate to \HKEY_LOCAL_MACHINE\SOFTWARE\Business Objects\Suite XI 4.0\Live Office\Installed Modules
  5. Make sure that the below registry entries are present:

    1. CrystalOfficeAddins.CEAddinModule.7
    2. CrystalOfficeAddins.CoreAddinModule.7
    3. CrystalOfficeAddins.CrystalCRAddinModule.7
    4. CrystalOfficeAddins.WebiModule.7
    5. registry.png

How to register the crystal_addin_framework.dll

  1. Run CMD.exe: Start menu - search on "cmd".
  2. Right click - Run as administrator.
  3. Login as administrator (this step depends on the local Windows settings).
  4. Run the command: regsvr32 "<BO BIP INSTALLATION PATH>\SAP BusinessObjects Enterprise XI 4.0\win32_x86\crystal_addin_framework.dll"

    1. Note: Always use the valid file path from your local environment: e.g. regsvr32 "C:\Program Files (x86)\SAP BusinessObjects\SAP BusinessObjects Enterprise XI 4.0\win32_x86\crystal_addin_framework.dll"
    2. enable7.png

More details in: KBA 1839157

How to enable Live Office add-in in Microsoft Office manually

  1. Open Microsoft Office e.g. MS Excel.
  2. Check the enabled add-ins: File - Options - Add-ins - Active Application Add-ins
  3. If Live Office is not enabled,  configure manually the add-in in MS Office: Manage - COM add-ins - Go
  4. Select Add button.
  5. Navigate to "crystal_addin_framework.dll" and select this file on the path: "<BO BIP INSTALLATION PATH>\SAP BusinessObjects Enterprise XI 4.0\win32_x86"
  6. Click OK: from now the Live Office add-in should be listed too.

    1. enable8.png
    2. enable9.png
  7. The MS Office needs to be restarted.
  8. A warning message can appear, please select: No

    1. Note: Live Office add-ins should be kept enabled.

More details in: KBA 1765126

Following troubleshooting best parctices are recommended, too:

  • Live Office add-in have to be always on the same release / service pack / patch version as your BusinessObjects environment (server and client tools): KBA 1376876
  • Your environment (installed software versions) always have to match the Supported Platforms Document for SAP BusinessObjects Products: KBA 1338845
  • Always test with Windows Local Administrator rights first:

    • If the the problem is seen only with standard user rights, the System Administrator may have changed or set Windows Group Policies due to which the current user account is unable to see or use Microsoft Office Add-Ins. In such case, trying to register dll will fail.
    • To confirm this, login to the computer with Windows Local Administrator user. Now Live Office options should be visible inside Microsoft Office. This confirms that security settings are the cause of the problem. For further help, get in touch with your System Administrator.
  • Make sure, that there is no incompatibility problem with 3rd party add-ins: e.g. KBA 1688058 / KBA  2463352 / KBA 1755211 

    • The best practice to troubleshoot add-in compatibility problems is, if you disable all other installed add-ins in your Microsoft Office and keep only Live Office active.
  • Create and collect traces: User Interface log (KBA 1308364) and/or COM log (%USERPROFILE%\Application Data\SAP BusinessObjects\Live Office\log4cxx.log)
  • Check the Windows Application Log.
  • For another user on the same machine it is needed to enable manually the Live Office components and re-register the crystal_addin_framework.dll: SAP KBA 2112286


Extract from SAP article 2431783