ExtendSync copies Gmail messages to the selected NetSuite records. In some cases, users may notice that the saved email appears in NetSuite as raw HTML markup instead of a properly formatted email.
This article explains why this happens and how to resolve it.
Symptoms
You may observe one or more of the following:
Email content in NetSuite displays HTML tags (e.g.,
<div>,<table>,<span>)The message is difficult to read due to raw markup
The same email appears correctly formatted in Gmail
Why This Happens
This behavior is caused by a known NetSuite defect (Defect ID: 532370).
It is not caused by ExtendSync. Certain NetSuite user preferences and cached browser data can trigger this issue when rendering HTML emails.
Recommended Resolution (Try First)
Enable Rich Text Editing in NetSuite for the affected user.
⚠️ Important:
This is an individual user setting and must be enabled separately for each user experiencing the issue.
Log in to NetSuite.
Navigate to:
Home → Set PreferencesOpen the Appearance tab.
Check Rich Text Editing.
Click Save.
Refresh NetSuite and reopen the email.
💡 This resolves the issue for most users.
Alternative Solutions
If the steps above does not work, NetSuite’s recommended workaround is to disable the automatic signature setting or clear cached data.
Option A: Disable “Add Signature to Messages”
In NetSuite, go to:
Home → Set Preferences → User ProfileUncheck Add Signature to Messages or Clear Browser Cache.
Click Save.
Refresh NetSuite and view the email again.
Option B: Clear Browser Cache
If disabling the signature does not resolve the issue, try clearing cached data.
Open an existing email in NetSuite (not in Gmail).
The email should open in a pop-out window.
Copy the URL from the pop-out window.
Paste the URL into a new Chrome tab.
Press F12 to open Chrome Developer Tools.
Right-click the browser’s Reload button.
Select Empty Cache and Hard Reload.
Close unnecessary tabs.
Reopen the email in NetSuite.
✅ Verify the Fix
After applying one of the workarounds:
Open the affected email in NetSuite
Confirm the message displays with normal formatting
Check a newly saved email from Gmail to ensure it renders correctly
Need Help?
If emails continue to display as HTML after following these steps:
🔎 Search support.cloudextend.io
💬 Chat with Support (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Please include:
NetSuite account ID
Screenshot of the email showing HTML markup
Confirmation of which workaround you tried
We’re happy to help you restore normal email formatting in NetSuite.