When your ExtendInsights connection goes offline, workbooks cannot refresh NetSuite data or push updates until you reconnect.
Symptoms
ExtendInsights reports that your NetSuite connection is offline.
Workbook refreshes do not retrieve current NetSuite data.
Uploads or updates to NetSuite do not complete.
Why This Happens
ExtendInsights needs an active NetSuite connection to refresh data and push workbook updates. Updating the existing connection reconnects it to NetSuite.
How to Resolve the Issue
Open ExtendInsights in Microsoft Excel.
Go to Menu → Connections → NetSuite Connection.
Hover over the name of the connection you want to update.
Click the three dots.
Select Update.
Reconnect to NetSuite and complete the sign-in and authorization prompts.
➡️ Want the step-by-step with screenshots? See the ExtendInsights connection guide.
Verification
Confirm that the connection is active and the offline message no longer appears.
Refresh the workbook or retry the update that was interrupted.
If you use scheduled searches, confirm that they refresh data as expected.
Need Help?
If updates don’t behave as expected:
🔍 Visit the Help Center: https://www.cloudextend.io/support/
💬 Use the in-app chat
✉️ Email cloudextend-support@celigo.com