Overview
When ExtendDocs is enabled and a user saves an email from Outlook using ExtendSync, email attachments are stored in OneDrive or SharePoint and linked back to NetSuite.
In some cases, users may find that:
Files exist in OneDrive or SharePoint, but
The attachments or folders do not appear in NetSuite
This article explains why that happens and how to resolve it.
Issue
A user saves an email from Outlook using ExtendSync while ExtendDocs is active.
The attachments are successfully stored in OneDrive or SharePoint
However, the user does not see the attachments or folders in NetSuite
Cause
This issue occurs when the Hide Attachment Folders preference is enabled in NetSuite.
When this preference is turned on:
NetSuite hides the system folders used for email attachments
(for example, Attachments Received and Attachments Sent)As a result, ExtendDocs-linked files and folders cannot be displayed or surfaced properly in NetSuite
Resolution
To allow files and folders to appear correctly in NetSuite, the Hide Attachment Folders preference must be disabled.
Log in to NetSuite as an Administrator
Navigate to:
Setup → Company → General PreferencesLocate Hide Attachment Folders
Uncheck this option
Save your changes
Once disabled:
The system attachment folders become visible in the NetSuite File Cabinet
Files and folders stored in OneDrive or SharePoint will sync and display correctly
What to Expect After the Fix
Email attachments saved via ExtendSync will appear as links in NetSuite
Folders and files will be visible through the CloudExtend Files tab (if deployed)
No changes are required on the Outlook or ExtendDocs side
Need Help?
If you’ve followed the above steps and still see the error:
💬 Chat with us: Use the chat icon at the bottom-right corner of this page.
📧 Email: cloudextend-support@celigo.com
Please include:
The NetSuite role being used
Screenshots of General Preferences
The affected record type