Remote Support

Set up remote access so that SAP Support can quickly diagnose and solve incidents you report, without needing to be at your desk or on the phone.

Remote Connections

Allow SAP support engineers remote access to your systems so they can troubleshoot your issues faster.

Your S-user ID requires the Open Remote Connections authorization to manage these remote connections. Check your S-user ID's existing authorizations, and contact your user administrator if you do not have this authorization.

To open a service connection:

  1. Select the system to configure.
  2. Set up the required service connection types (done once for each system).
  3. Open the required service connection type and specify the time frame for allowing SAP access to the system.

    In some circumstances a fourth step is required when the remote network connection is not permanent (see SAP Note 35010).

  4. Start the Service Connector (by opening the executable stfk.oez file) to open the existing network connection (if it is not already open).
  5. If the system SAP is connecting to requires a login, ensure that the Customer Remote Logon Depot is updated with this information.

Connection Types

Service Connection Type
DescriptionSAP  Note

 

SAP GUI based connection

 

SAP GUI based connection

 

SAP GUI based connection

R/3 SupportEnables remote access to an SAP system via SAP GUI812732
R/3 Support with SNC/SSO
Enables remote access to an SAP system via SAPGUI with SSO
2562127
SAPGui+Browser ConnectEnables remote access to an SAP system via SAP GUI and browser1721448
SAP NI ConnectionEnables remote access to an SAP system via any client using SAP NI as protocol1718597

 

Connection to SAP Solution Manager

 

Connection to SAP Solution Manager

 

Connection to SAP Solution Manager

SAP Solution ManagerProvides access to the solution graphic in SAP Solution Manager962516
Solution Manager DiagnosticsEnables system related access to SAP Solution Manager Diagnostics962516

 

Java / http-based connection types that enable / ease service connection to java based systems

 

Java / http-based connection types that enable / ease service connection to java based systems

 

Java / http-based connection types that enable / ease service connection to java based systems

NW Mobile Java AppsEnables a connection to a SAP Netweaver Data Orchestration Engine1613402
HTTP Connect - URL accessProvides access to http-based applications via Web browser592085
HTTP Connect w. SNC/SSO
Provides access to http-based applications via Web browser with SSO
2562154
HTTP-based ToolsEnables http-based access through client tools using http protocol1787981
SAP Business ClientEnables a web-based connection via SAP Business Client

2368246

LoadRunner-TestEnables remote load testing850213
JAVA DEBUGEnables remote debugging of java based applications545519
SAP JVM ToolsEnables debugging of JVM Tools2038631

 

Connection types providing application sharing methods or access on OS-level (operating system)

 

Connection types providing application sharing methods or access on OS-level (operating system)

 

Connection types providing application sharing methods or access on OS-level (operating system)

GoToAssistEnables desktop sharing and remote support via LogMeIn2016077
Windows Terminal ServerEnables application sharing access via Windows Terminal Server605795
WTS Connect with NLAEnables application sharing access via Windows Terminal Server with NLA Support1912318
Citrix MetaframeEnables application sharing access via Citrix Metaframe701588
AS/400-5250 ConnectionEnables OS access for AS/400 based servers79411
Secure AS/400 Connection serversEnables OS Access for secure AS/400 based 2016103
Telnet ConnectionEnables OS access via Telnet37001
SSH ConnectionEnables SSH connection to customer systems1275351
VNC ConnectionEnables VNC connection to customer systems1327257

 

Further connection types

 

Further connection types

 

Further connection types

JDBC/ODBC ConnectionEnables remote access to a Database using JDBC, ODBC and native connections1718601
SAP HANA databaseEnables a remote connection to a SAP HANA database1592925
SAP HANA MDCEnables a remote connection to a Multi Database Container HANA database. (Multi-tenant)2280051
SAP-DB ConnectionEnables a remote connection to an SAP-DB202344
TREX/BIAEnables access to TREX or BI accelerator system1058533
Integration RepositoryEnables a connection to the Integration Repository800267
Integration DirectoryEnables a connection to Integration Directory800267
Windows Remote DebugEnables remote debugging for Windows-based applications1884079

Customer Remote Logon Depot

The Customer Remote Logon Depot (formerly known as Secure Area) is the area in the SAP Support Portal where customer logon data (user name, password, server name etc.) for remote access is stored. Remote access is sometimes required by SAP Support employees when investigating customer incidents.

Customer Remote Logon Depot Help 

Prerequisites for entering the Customer Remote Logon Depot

Your S-User ID must have either the Edit my Login Data or Edit all Login Data authorization.

  • Edit my Login Data - You can store login data and display or change login data stored previously under your S-user ID. You are unable to see passwords entered by other users; however, you can override SAProuter passwords, or create new Logon Data sets.
  • Edit all Login Data - You have full access to create, change and display all stored login data for all S-users.

The processor at SAP who is investigating the incident can access and update the login data. If the customer incident is in process at SAP, customer employees with either the Edit my Login Data or Edit all Login Data authorizations can access the login data.

How to Access

To access the Customer Remote Logon Depot and maintain the data use one of the following ways:

  • In the incident, click the Change Access Data button;
  • In the SAP ONE Support Launchpad System Data application select a system and click Maintain Access Data;
  • In the SAP Solution Manager, choose Incident Handling, then Customer Remote Logon Depot.

In the Customer Remote Logon Depot you can choose from the following main activities:

  • Create or modify credentials
  • Show Log - View all data changes and access to the Customer Remote Logon Depot which are tracked in the history log. 
  • Switch System - Opens a search dialog, to switch the system.
  • Maintain User Restricted View - Limit the user information seen by SAP employees for a certain incident. Customers can create a system user that is only valid for a specific customer incident.

Note: Save entries on each tab separately.

All entered logon data is shown at a glance. Only users that have maintained this data and users with the Edit all Login Data authorization can see the stored passwords. For users with the Edit my Login Data authorization, the stored passwords of other colleagues are not visible.

Important: SAP recommends that you do not store logon credentials for longer than necessary. Please choose an appropriate expiration date at all times. Expired logon data is deleted.