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Troubleshooting
When using the app, you might encounter errors. We've provided articles to help you resolve them
35 articles
Troubleshooting: Issue with logging into ExtendSync for Outlook NetSuite EditionExtendSync Outlook | Learn how to resolve license not found issue
Error: Your subscription is invalid or expiredExtendSync Outlook | Learn how to resolve subscription invalid or expired error
How to check status page for issuesMajor issues will be reported at status.cloudextend.io. Other articles in this section will cover issues that are not widespread
Troubleshooting: Unable to log in to ExtendSync using my Microsoft accountExtendSync Outlook | See list of errors when logging in with a Microsoft account and how to resolve them
Unable to close the Start Trial ScreenLearn how to remove the start trial screen by logging out or clearing the local storage
Troubleshooting: My email is on Autopilot but I don't see it in NetSuite yetExtendSync Outlook | Learn how to check the logs if eamils are not syncing to NetSuite
Troubleshooting: Handling failed Autopilot AssociationsExtendSync Outlook | How to handle failed Autopilot Associations
Troubleshooting: CloudExtend files tab showing a white blank pageExtendSync Outlook | When clicking CloudExtend files tab, button not showing when login into O365
Troubleshooting: Why aren't my custom fields displaying in ExtendSync Outlook when editing my record form?ExtendSync Outlook | If you're unable to see custom fields when editing the record form, here is the solution
How ExtendSync Outlook and Gmail Handle Missing Author/Recipient EntitiesLearn how ExtendSync handles outlier situations when the sender or recipient email does not exist on the attached record
Troubleshooting: Issue with Autopilot Emails showing as Raw HTMLExtendSync Outlook | See troubleshooting steps if Autopilot emails are showing in NetSuite as raw HTML
Troubleshooting: User has exceeded the maximum number of tokensExtendSync Outlook | Learn how to revoke older unneeded tokens
Troubleshooting: ExtendSync Outlook is not finding the records I wantExtendSync Outlook | Learn how to troubleshoot when the app cannot find matching contacts or other record types
Troubleshooting: Can I login to ExtendSync Outlook on a Mobile device with a role that requires 2FA?ExtendSync Outlook | Learn what to do if your role requires two-factor authentication and you want to use the Outlook mobile application
Troubleshooting: Making sure that browser cache is not being cleared on exitExtendSync Outlook | Learn how to set Internet Explorer and Microsoft Edge to not clear browser cache on exit
Troubleshooting: Issues with phone number validation when saving ContactsExtendSync Outlook | Learn how the app validates phone numbers
Troubleshooting: Unable to save records or events in Outlook due to required custom fieldsExtendSync Outlook | Learn several workarounds to bypass custom field validation rules
Troubleshooting: ExtendSync Outlook icon is missing or grayed outExtendSync Outlook | Learn why add-in are grayed out or missing on certain mail items
Troubleshooting: Internet Explorer Settings For ExtendSync Outlook On Windows MachinesExtendSync Outlook | Optimal Internet Explorer Settings when using the app
Troubleshooting: Enabling SOAP Web Services for ExtendSync OutlookExtendSync Outlook | Learn how to enable web services for your role to resolve the error
Troubleshooting: Unable to attach files to NetSuite from OutlookExtendSync Outlook | Learn why files cannot be attached or viewed in NetSuite. Understand why file attach is not possible in compose mode
Troubleshooting: How to log out of ExtendSync for Outlook NetSuiteExtendSync Outlook | Learn how to log out of the application
Troubleshooting: Outlook emails fail to attach to NetSuiteExtendSync Outlook | Learn how to troubleshoot when emails fail to attach to NetSuite
Troubleshooting: Hyperlinks not opening from Celigo Help WidgetExtendSync Outlook | If Outlook is prompting you to choose an application when you click on a link in our help widget follow these steps
Troubleshooting: ExtendSync Outlook and NetSuite Concurrency ErrorsExtendSync Outlook | Learn how to troubleshoot NetSuite Concurrency Errors
Troubleshooting: Trouble updating or loading your ExtendSync OutlookExtendSync Outlook | If your Outlook App is showing a spinning icon, you just see three dots or a white screen here's how to resolve it
Error: The WSDL version being used requires Token Based Authentication (TBA)ExtendSync Outlook | Know how to resolve the TBA error when you see this on your screen
Error: We are unable to detect the CloudExtend SuiteApp on your accountExtendSync Outlook | Know what to do when you encounter the unable to detect SuiteApp error
Troubleshooting: Reload ExtendSync for Outlook NetSuiteExtendSync Outlook | Learn to reload the app
Error: Login access has been disable for this roleExtendSync Outlook | How to resolve login access error when logging into ExtendSync
Error: CEFI-E1118 Your Microsoft admin needs to add your first name to your profileExtendSync Outlook | Learn how to resolve the error code CEFI-E1118
Troubleshooting: Autopilot watch renewal failedExtendSync Outlook | Learn more about Autopilot watch renewal failure messages
Troubleshooting: CloudExtend Login Flow And SAML Single Sign OnLearn how to troubleshoot common Single Sign On Issues such as when your org used Active Directory Federation Server (ADFS)
Troubleshooting: My emails are automatically saved to NetSuiteExtendSync Outlook | Are you seeing categories in your Outlook emails or accidentally saved an email to record?
Error: You are not authorized to perform thisExtendSync Outlook | Learn how to troubleshoot when prompted "You are not authorized to perform this" error message upon login