If you are encountering issues attaching files from your Outlook email this article may help.
Understand the file upload process
CloudExtend first attaches the email and then the files are sent via a background process. While the files are uploading CloudExtend prepends the name of the file with 'Uploading-yourfile name' (which users will see in the file column of the email message in NetSuite). This serves as a placeholder until the file is fully uploaded after which "Uploading" is removed from the beginning of the file name.
At this point, users should be able to click on the file name to view it. If this is not working for you then read on.
Make sure the user has FULL ACCESS permissions to 'Documents and Files' in NetSuite.
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. The Outlook API requires that the attachments already be on your Exchange Server before they can be accessed via the API.
Therefore we recommend sending the email and opening it in your sent items folder to attach the email and files to NetSuite.
Some customers have reported that after they upload a file to NetSuite it cannot be viewed.
If you have not encountered errors during the upload but still cannot view your files this article may help with additional scenarios.
Troubleshooting Viewing Files After Uploading
While most file transfers are complete in a few minutes there may be times when the queue is large and it could longer. If you've given it some time and still have issues see below.
Scenario 1 | The file name continues to be prepended with 'Uploading'.
You are trying to attach emails and files that were sent directly to your inbox
If you are encountering this issue when attaching an email sent directly to your inbox or from your sent items folder contact CloudExtend support using the chat icon at the bottom of this page or send an email to firstname.lastname@example.org so we can help troubleshoot. Note, if you moved an email to your inbox from a shared mailbox see the next paragraph.
You are attaching files from a shared mailbox or your message was recently moved to your inbox from a shared mailbox
The current Microsoft API used by CloudExtend does not support attaching 'files' from a shared mailbox unless a sufficient period of time has elapsed that allows for the fileID to be updated on the Exchange Server. In such a case the user's local Outlook profile (or PST) file may not have fully synced yet and the new file ID is not available to CloudExtend. This is a known issue with Microsoft's API.
If you are encountering this issue after moving the mail from another mailbox your files will likely not sync and you should manually upload them to the NetSuite record or OneDrive for Business (if your org subscribes to our Enterprise Edition).
For more on shared mailbox support see this article.
An update for early 2020 is planned that will address this issue with a new API from Microsoft.
Scenario 2 | The file name is not prepended with "Uploading" and still cannot be displayed
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.
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 email@example.com.
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