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Troubleshooting: NetSuite Connection Is Offline

General | Restore an offline NetSuite connection

If your NetSuite connection goes offline, reconnect using the steps for your app:

App

Action

ExtendInsights Excel

Update your existing connection.

ExtendSync Outlook or Google

Add a connection.

Excel Users: Update Your Connection

  1. Open ExtendInsights in Excel.

  2. Go to Menu → Connections→ NetSuite Connection.

  3. Hover over the connection you need to reconnect.

  4. Click the three dots and select Update.

  5. Reconnect to NetSuite and complete the sign-in prompts.

For more information, see Add or Switch NetSuite Connections in ExtendInsights.

Outlook and Google Users: Add a Connection

Open ExtendSync in Outlook or Gmail, then add a NetSuite connection using the guide for your app. Connect to the NetSuite account and role you intend to use.

For Global Autopilot shared mailbox connection owners: Check with your CloudExtend admin before changing or resetting your connection. These changes can stop syncing for shared mailboxes that use your connection.

➡️ Managing Shared Mailboxes in Global Autopilot

Verify Your Connection

After reconnecting:

  1. Confirm that the intended NetSuite account and role are active.

  2. Retry the action that was interrupted.

  3. Check whether the offline message still appears.

Need Help?

If updates don’t behave as expected:

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