Getting the error message "We are unable to detect CloudExtend SuiteApp on your account"? Learn why you see this error and how this can be resolved.
Error
We are unable to detect the CloudExtend SuiteApp on your account.
Please contact the NetSuite Administrator
Reason for Error
The most common reason this occurs is because a user has installed the ExtendSync for Outlook NetSuite but the company NetSuite Admin has not installed the relevant SuiteApp that adds support for the NextGen App.
It can also be caused by a stale connection to NetSuite.
Resolution
If your Admin has not yet installed the SuiteApp
We recommend that our customers use the NextGen version of the app. This requires the installation of a NetSuite SuiteApp to function properly. Ask your NetSuite Admin to install the SuiteApp. Once this is done, reload Outlook and you should be good to go.
Installing the SuiteApp (for NetSuite Admins)
Hover to SuiteApps and right-click to open a new tab.
On the search box, enter “CloudExtend” then look for Outlook and click on Install.
If the SuiteApp is installed but you still receive the error
If the SuiteApp is installed and you continue to receive the error, you may need to update your NetSuite connection. Open the menu icon and click "Connections". If you show more than one connection, then set the desired connection as active. If you're still having trouble create a new connection and mark it active. You may then delete your other connections if desired by clicking the ellipse to the right of the connection and choosing delete.
👉 See instructions here.