If you see the message below when using ExtendSync for Google NetSuite, it means ExtendSync cannot find the required CloudExtend SuiteApp in your NetSuite account.
This article explains why this happens and how to fix it.
Error
We are unable to detect the CloudExtend SuiteApp on your account.
Please contact the NetSuite Administrator
Why This Error Happens
The most common reasons are:
The ExtendSync Google app is installed, but
the required CloudExtend SuiteApp is not installed in NetSuite.The SuiteApp is installed, but the user is:
Connected to the wrong NetSuite account or environment, or
Using an inactive or outdated connection in ExtendSync.
ExtendSync requires the NetSuite SuiteApp to function. Without it, Gmail cannot communicate with NetSuite.
How to Resolve the Error
✅ Option 1: The SuiteApp Is Not Installed (Most Common)
If your NetSuite Admin has not yet installed the SuiteApp, ask them to do so.
Log in to NetSuite as an Administrator.
Go to SuiteApps (open in a new tab if preferred).
In the search box, enter:
Celigo CloudExtend Google WorkspaceSelect the application and click Install.
Wait for the installation to complete.
📘 Full guide: Admin: How to Install the CloudExtend SuiteApp
Once installed:
Ask users to refresh Gmail
Reopen the ExtendSync panel
The error should be resolved.
Option 2: The SuiteApp Is Installed, but the Error Persists
If the SuiteApp is already installed and the error still appears, the issue is usually related to the NetSuite connection.
Steps for End Users
Open the ExtendSync panel in Gmail.
Click the Menu icon.
Select Connections.
If more than one connection is listed:
Set the correct NetSuite connection as Active.
Close and reopen the ExtendSync panel.
This forces ExtendSync to re-check the SuiteApp against the active connection.
Quick Checklist
Before contacting support, confirm the following:
✔ The CloudExtend SuiteApp is installed in NetSuite
✔ You are connected to the correct NetSuite account/environment
✔ The correct connection is set as Active
✔ Gmail has been refreshed after setup changes
Need Help?
If you still see this error after completing the steps above:
🔎 Search support.cloudextend.io
💬 Chat with Support (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Please include:
Your NetSuite account ID
Screenshot of the error message
Confirmation that the SuiteApp is installed
We’re happy to help you get ExtendSync connected and running correctly.