If emails are not syncing as expected for users enrolled in Global Autopilot, this guide will help you identify the cause using the Logs view and resolve the most common issues.
Before You Begin
Before investigating sync failures, verify:
Global Autopilot status is Active
The affected user is enrolled in Global Autopilot
The user has an active NetSuite connection
Microsoft authorization is still valid
If all of the above are confirmed, continue with the log review steps below.
Step 1: Open the Logs View
In the ExtendSync add-in, go to Menu → Logs.
ℹ️ The Logs view only contains logging data for the current client. Logs are automatically cleared after 30 days.
Step 2: Filter Logs to Global Autopilot
Use the filter panel to narrow the results.
Association type (1)
Check the Global Autopilot checkbox
Alongside One-Time, Thread Autopilot, and Email Autopilot options
Email scope (2)
Select All to see all enrolled users,
or Current Email to focus on the open message
Date range (3)
Tap a start date, then an end date in the calendar picker.
The display shows START — END. Use Done to apply or Reset to clear
Step 3: Retry Failed Syncs
Retry All (4)
Click Retry Failed (N) at the top of the Logs view.
To retry all visible failures at once
N = number of failed entries in the current filter view
To retry a single entry:
Click the Retry(5) button on that individual log entry
Status Filter (6)
Select Failed to see only logs that need reprocessing
Alongside Success, In-progress, and Partial Success options
Common Failure Causes & Fixes
Symptom | Likely Cause | Resolution |
User's emails not syncing | User has no active NetSuite connection | Ask the user to log into the ExtendSync add-in and connect to NetSuite |
Shared mailbox not syncing | Shared Mailbox Manager's token expired or was revoked | Admin must update the Shared Mailbox Manager in the portal — see Admin: Managing Shared Mailboxes in Global Autopilot |
Auto-create contact failures | User lacks NetSuite permission to create Contact records | Ask your NetSuite admin to grant the user the appropriate role/permission to create Contacts |
Unexpected internal email syncs | Company domain not added to Domain Exclusions | Return to Configure Rules (Step 3) and add all internal domains to the Domain Exclusions field |
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