How does this impact me?

Receiving this message does not imply that your email was not attached to NetSuite. It only indicates that CloudExtend was not able to automatically create a Category label for your email after successfully attaching it to NetSuite. 

Why does this occur?

  • Customers using Outlook 2013 will see this issue and can resolve it by upgrading their App to 2016 or higher via an Office 365 subscription
  • Other customers may see this error when the app is not able to associate "Attached to NetSuite" category to the email you just attached to NetSuite due to a communication issue with your Exchange Web Server
  • The Outlook version may have moved to an unlicensed state. Check that your product has a valid license by following the instructions in this Microsoft article (check the license field). Note this article has separate instructions for Mac and PC

How to work around

  • Upgrade to Outlook 2016 or higher, preferably with an Office 365 subscription
    - Alternatively use Outlook Web App (0WA)
  • If you are on Outlook 2016 or higher manually add the new category
    - Open the categories
    - Click 'new' and type the following (must be exact including proper case) Attached to NetSuite
    Assign a color and save your choice
  • Reset your Office 365 Microsoft license
    - Mac users click here
    - Windows users should check with their Admin and consider removing and reinstalling Office 365
  • If you are still receiving the error message then we would need to work with your IT team to further troubleshoot your Exchange Server and the way it is configured to handle REST API responses.
    - Contact your Office 365 Admin and ask them to reach out to 

Disable category feature to remove error message

If you've tried the above workarounds and are still receiving the category error for every email you attach you can temporarily disable the category feature from settings.
To disable categories click the menu icon (3 dots at top right of the App), navigate to settings, and then uncheck 'Enable Categories'.


Did this answer your question?