When your ExtendSync connection goes offline, emails and meetings may stop saving to NetSuite. After reconnecting, new items can save using the active connection. Items that failed while the connection was offline need to be retried.
Symptoms
ExtendSync reports that your NetSuite connection is offline.
Emails or meetings are not saving to NetSuite.
Some associations failed while the connection was offline.
Why This Happens
ExtendSync cannot save or associate items with NetSuite while its connection is offline. Reconnecting restores the connection, but items that failed during the outage do not save automatically.
How to Resolve the Issue
Open Outlook and open the ExtendSync panel.
Go to Connections and select Add Connection.
➡️ Full Guide: Add Connection for ExtendSync Outlook
Sign in to NetSuite. Select the NetSuite account and role you want to use.
Confirm that the new connection is selected.
Open the Logs view and retry any emails or associations that failed while the connection was offline.
➡️ Full Guide: How to Check Status Logs
Go back to Connections and delete the old, offline connection to help prevent it from being selected by mistake.
Verification
Confirm that the new connection is selected and the offline message no longer appears.
Retry a recent email or association and confirm that it saves to NetSuite.
Review the Logs view for any remaining failed items.
Notes
If you own a connection used by a shared mailbox with Global Autopilot, check with your CloudExtend admin before changing or resetting the connection. Changing it can stop syncing for shared mailboxes that use it.
Need Help?
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If you still need assistance:
💬 Use in-app chat (bottom-right of the support site)
✉️ Email cloudextend-support@celigo.com