Some users are reporting that after their app is upgraded to the new version (released June 28, 2025) their license is not recognized and they need to contact their admin for access. If you have a valid license and you're seeing the screen below, then this article is for you.
Why is this happening?
We have determined that this is a caching issue on the user's machine and have identified the following steps to resolve the issue.
Windows Users - See the video and/or follow the steps below:
Mac Users click here
Load the CloudExtend for NetSuite / ExtendInsights application
Right click anywhere in the app and choose Inspect (or Inspect Element)
Navigate to the Network tab in the DevTools, be sure "Disable Cache" is selected.
"DO NOT Close" just minimize the Inspection screen
Right click inside the CloudExtend app again and Choose Refresh (or Reload)
At this point you should be able to access NetSuite business as usual
Still having trouble?
Use the menu icon at the top left to sign out of the app and back in.
Mac Users
If you're using a Mac simply click the information icon at the top right of the app and then choose Clear Web Cache. Log out of the app and back (menu icon at top left). If you still have trouble, contact support using the chat icon in the app or at the bottom of this article.
