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Troubleshooting: NetSuite Connection Is Offline in ExtendSync Google

ExtendSync Google | Reconnect to NetSuite and resolve emails or calendar events that failed to sync

If your NetSuite connection in ExtendSync Google goes offline, emails and calendar events may stop saving to NetSuite.

To restore syncing, add a new NetSuite connection and make sure it is selected. Any items that failed while the connection was offline may require additional action.

Symptoms

You may experience one or more of the following:

  • ExtendSync displays a message indicating that your NetSuite connection is offline.

  • Emails or calendar events are not saving to NetSuite.

  • Email associations or Calendar Autopilot syncs fail because the NetSuite connection is unavailable.

Why This Happens

ExtendSync requires an active NetSuite connection to save emails and sync calendar events.

If the connection becomes unavailable, syncing may stop until a new connection is established.

Important: Reconnecting restores access to NetSuite, but it does not guarantee that items that failed during the outage will automatically sync.

How to Resolve the Issue

  1. Open Gmail and open the ExtendSync panel.

  2. Go to Connections and select Add Connection.

    ➡️ Full Guide: Add Connection for ExtendSync Google

  3. Sign in to NetSuite and select the appropriate NetSuite account and role.

  4. Confirm that the new connection is selected.

  5. Return to Connections and delete the old, offline connection to prevent it from being selected accidentally.

What Happens to Items That Failed While Offline?

After reconnecting, new emails and calendar events can resume syncing using the active NetSuite connection.

However, items that failed while the connection was offline may not sync automatically.

  • Emails: Review any emails that did not save and retry or manually associate them with the appropriate NetSuite records, using the options available in ExtendSync.

  • Calendar events: Check whether the affected events were successfully synced to NetSuite. If events are still missing, contact CloudExtend Support for assistance.

Verify That Your Connection Is Working

After reconnecting:

  1. Confirm that the new NetSuite connection is selected.

  2. Verify that the offline connection message no longer appears.

  3. Test saving an email to NetSuite.

  4. Review any previously failed emails or calendar events to ensure they are handled.

Need Help?

If users continue to see permission errors after updating custom roles:

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