If you are encountering issues attaching files from your Outlook email this article may help.

Troubleshooting Steps

Permission Issues

Ask your NetSuite Admin to check the permissions for your role. Make sure the role the user is logging in with has EDIT ACCESS permissions to 'Documents and Files' in NetSuite (under the Lists sub tab in User Roles). In addition, NetSuite 2018.2 implemented a stricter policy for uploading files with suffixes .js and .html to the file cabinet so you might encounter a Permission Violation. You need the 'Allow JS/HTML Uploads' permission to access this page (under the Setup sub tab in user roles).

Attaching from compose mode?

If you are composing an Outlook email with attachments you will not be able to attach the files until the email has been sent. This is a limitation of the Microsoft API. The Microsoft API requires that the attachments already be on your Exchange Server before they can be accessed via the API and emails in compose mode only have the files on your local system. Once you send an email the files are stored on Exchange Server and the API has access to them.

Therefore we recommend sending the email and opening it in your sent items folder to attach the email and files to NetSuite. 

Forgot to mark the attachments?

It happens to the best of us. If could be that you attached the email but forgot to select the attach slider and check off the attachments. At this point in time if you've already attached the email it is not possible to perform the operation again to attach the files and you will need to manually attach the files.

Possible NetSuite caching issues

Some users have reported that fully uploaded files (ie accurate file sizes and not prepended with "Uploading") can still not be opened. However, in most cases the files are able to be opened after some time has passed, in some cases up to a day.
Users with the caching issue will typically see a screen that looks like this.

We reported this issue to NetSuite and NetSuite has advised that this could be a caching issue. To rule browser caching out NetSuite suggests opening a new incognito/private mode browser window. Next,  log in to NetSuite and navigate to the file and check that it opens properly. If it does not contact CloudExtend support using the chat icon at the bottom of this page or send an email to cloudextend-support@celigo.com.

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