When Autopilot is enabled for your organization, ExtendSync begins watching for emails that licensed users have placed on Autopilot.
If ExtendSync is unable to renew this “watch,” users may receive a one-time in-app notification indicating that Autopilot could not be enabled or maintained.
Even though this issue has been resolved for most environments, we are keeping this article available for reference.
💡 Recommendation:
While not required, we suggest that a user’s User Principal Name (UPN) match their NetSuite login email to avoid confusion during authentication.
Why Autopilot Watch Renewal Can Fail
Below are the two most common reasons an Autopilot watch cannot be created or renewed.
1. The user’s Outlook email is not a Microsoft 365 account
Autopilot requires a Microsoft 365 mailbox because it depends on Microsoft Graph APIs.
If a user logs into NetSuite using a different email provider (e.g., Gmail), but the Outlook mailbox used for Autopilot is not Microsoft 365, the watch will fail.
Example:
NetSuite login:
user@gmail.comOutlook mailbox:
user@gmail.com(non-M365)→ ❌ Autopilot watch cannot be created
2. Admin granted Microsoft consent using the WRONG email domain
When granting Microsoft Graph API consent for Autopilot, the admin must be logged in with a Microsoft 365 account from the same domain as the users who will be using Autopilot.
Example scenario:
User email:
jane@abc.comAdmin grants consent using:
admin@xyz.com→ ❌ Autopilot watch setup fails for jane@abc.com
Solution:
Admin should re-grant consent while logged into Microsoft 365 with:
The same domain as the users (
@abc.com), orA properly configured alias associated with that domain
👉 The admin can re-grant consent from the CloudExtend subscription portal.
Need Help?
If Autopilot continues to fail even after fixing the above:
💬 Use the chat icon (bottom-right of this page)
📧 Email: cloudextend-support@celigo.com
Please include:
Your Microsoft 365 email
Your NetSuite email
Admin consent status
Screenshots of any error messages