CloudExtend uses NetSuite's secure 3-Step Authentication flow. NetSuite determines the login method used for 3 Step Authentication flow based on a user's previous logins with NetSuite. Because of this, some users may have trouble logging into CloudExtend with SSO, or, in the event of roles such as admin roles, without SSO.
Determine your use case below and follow the steps to clear your cache and obtain your troubleshooting URL.
👉 For additional troubleshooting tips refer to this article.
When SSO is enabled and you want to login as an Admin or non SSO role
NetSuite does not allow admins to login with SSO. If your org has SSO set as the primary authentication method and you want to login to NetSuite as an admin via the 3-Step Authentication flow follow the steps below.
Step 1: Close all application windows (Outlook or Excel).
Step 2: Clear your cache in Microsoft Edge and Internet Explorer in the case you are on Windows and if it is a Mac then clear the cache on Safari (this is independent of your default browser, ie even if your default browser is Chrome above must be completed).
Step 3: Restart your app (Outlook or Excel).
Step 4: Click on the troubleshoot link and enter https://system.netsuite.com.
⚠️ If this does not prompt you to log in then use your NetSuite dashboard URL (such as https://123456.app.netsuite.com where you replace 123456 with your account number).
Step 5: Enter your credentials and choose the desired non-SSO role (Admin, etc.) and log in. Once logged in close the NetSuite window.
❗️If you have more than one NetSuite account be sure to navigate to the desired account before closing the window.
Step 6: At this point, you have successfully reset the last authentication method and should be able to successfully login via the CloudExtend App using your non-SSO role by clicking the Authenticate with NetSuite button in the CloudExtend app.
When SSO is enabled and you are still prompted for your NetSuite credentials allowing you to only see non SAML roles
If you are expecting to login to NetSuite via SSO but are still being prompted for your NetSuite credentials during the 3 step login flow follow the steps below to reset the 3-Step Authentication flow.
Step 1: Close all application windows (Outlook or Excel).
Step 2: Clear your cache in Microsoft Edge and Internet Explorer in the case you are on Windows and if it is a Mac then clear the cache on Safari (this is independent of your default browser, ie even if your default browser is Chrome above must be completed).
Step 3: Restart your app (Outlook or Excel).
Step 4: Click on the troubleshoot link and enter the URL of your Identity provider's NetSuite login. See below for instructions on obtaining the URL.
Step 5: If prompted, enter the login credentials for your identity provider and you should then be logged in to NetSuite Once logged in to NetSuite close the NetSuite window.
Step 6: At this point, you have successfully reset the last authentication method and should be able to successfully log in via the CloudExtend App using your SSO role by clicking the Authenticate with NetSuite button in the CloudExtend app.
Obtaining the URL for your NetSuite login using Microsoft Azure AD as your Identity Provider.
Step 1: Go to https://myapplications.microsoft.com/ in your browser.
Step 2: Click the ellipse in the NetSuite tile.
Step 3: Copy the link (you will use this link for Step 4 above).
