Troubleshooting: Autopilot failure

OLNS | How to fix Autopilot failures

Updated over a week ago

The users do not need to be present at the same time but they need to clear their app cache after the reconfiguration. Below is the guide on how to solve autopilot failure error.

Permission Required

  1. The admin assigned to login to

  2. A user with admin rights to your Microsoft 365 environment

  3. A user with NetSuite admin rights

Resolve Autopilot Failure

Follow these steps to get your Autopilot running:

Regrant Microsoft Consent

Step 1: Microsoft admin login to

Step 2: Locate your subscription and click on Accounts.

Step 3: On the next screen, the Microsoft 365 Admin is required to allow CloudExtend to use the Microsoft Graph API. This is required for Autopilot to operate unattended and to add categories to emails. Click on Step 1 and then review the permissions and click Accept.

๐Ÿ’ก Note, if you are not the Microsoft 365 Admin see Troubleshooting Step 1 here.

Reconfigure NetSuite Autopilot Tokens

Revoke Existing Autopilot Token

Step 1: Open NetSuite, log in with an Admin role, and navigate to your home page. At the bottom left, under settings, click on Manage Access Tokens.

Step 2: Look for the existing CloudExtend Autopilot Tokens and click Revoke.

Generate New Access Tokens for Autopilot

Step1: Click New MyAccess Token

Step 2: Next, choose the Application Name (CloudExtend Outlook) and name your token. You can name the token anything you like and put "Autopilot" to identify what the token is for.

Step 3: After you click Save you will be presented with a NetSuite token and secret. These will only be accessible to you at this time. Take note of these as they will be required in the last step on the subscription portal.

Enter New NetSuite Token and Secret in the Subscription Portal

Step 1: For the final step return to the subscription portal, then on the Configure Autopilot screen, and click on Step 2 (NetSuite TBA Credentials)

Step 2: Enter the NetSuite token ID and secret from the previous step and click Save.

๐Ÿ’ก Tip: You may save tokens generated in a notepad and store them in a secured location so you have your copy.

Advise affected users to Clear Cache in Outlook

โš ๏ธ Warning: Clearing the app cache will log off and put any customization of forms back to the default layout!

Step 1: Click the three dots at the upper right corner of the CloudExtend application.

Step 2: Select Settings then choose Clear Cache.


Did this answer your question?