When troubleshooting CloudExtend issues, our support team may request Web Services Logs or Global Search logs from your NetSuite account. These logs help us diagnose communication issues between CloudExtend and NetSuite.

Your NetSuite Administrator typically has the permissions required to obtain these logs.

CloudExtend support may request these logs when investigating email attach issues, sync failures, or concurrency problems.
​

💡 Tip: Before retrieving logs, try to reproduce the issue, so the most relevant entries appear at the top of the log.
​

Watch the video or read below.

Step 1: Go to: Setup → Integration → Web Services Usage Log.
​Step 2: Sort the Date column in descending order so the newest entries appear first.

Step 3: Locate entries where Status = Failed , these are typically the ones support needs.

Step 4: Look to the far right and you will see Request and Response.

Step 5: Click on View for both Request and Response for the failed line item to download the XML web service Log to your computer.

Step 6: Add these to your current support conversation by dropping them into chat or email (cloudextend-support@celigo.com).

Applies to CloudExtend Outlook for NetSuite

When a user clicks Suggest Related Records, CloudExtend invokes a NetSuite script named Celigo Global Search.
If Global Search results are slow or missing, support may request these logs.

Watch the video or read below to learn how to send the global search logs to support.

Step 1: Go to: Customization → Scripting → Scripts.

Step 2: Filter scripts to those installed by bundle 244864 and click View to the left of the Celigo Global Search script.

Step 3: Open the script deployments tab and open the deployment.

Step 4: Click on execution logs.

Step 5: The execution logs are not exportable so you will need to create a custom view and export them.

Step 6: Click Customize View and add the script = "Celigo Global Search" to the criteria.

Step 7: Click Preview and download the results and send the CSV file to CloudExtend support (no need to save the view).

If you're not seeing any data in the log files or the support team has asked you to enable Debug then do the following:

⚠️ IMPORTANT

After capturing logs, reset the Log Level back to Error to avoid excessive log storage and performance issues.

If you're unable to retrieve logs or unsure which files to send:
​

💬 Use the chat icon (bottom-right of this page)
📧 Email cloudextend-support@celigo.com
​

Include: