When using Autopilot in ExtendSync for Outlook, some email or thread associations may fail due to attachment size limits, unsupported file types, or unexpected errors from NetSuite or ExtendSync.
This article outlines the common causes of failed Autopilot associations and how to handle them.
Keep in mind!
Maximum size per attachment: 10 MB
Total email size limit (including attachments): 25 MB
Retry limit: You can retry a failed sync once from the Logs panel.
How to Handle Common Errors
🔵 Attachment size exceeding 10MB
Reason: NetSuite supports attachments up to 10 MB per file.
Solution:
Use OneDrive for Business or SharePoint integration to store larger files.
Behavior:
ExtendSync will sync smaller attachments and skip those over 10 MB.
The sync will show as Partial Success in Logs.
🔵 Attachment type not supported by NetSuite
Reason: NetSuite API supports a limited set of file types.
Solution:
Check the list of supported file types by NetSuite.
Convert unsupported files (e.g.,
.heic,.pages) to a supported format before retrying.
Behavior:
ExtendSync will sync supported attachments and skip unsupported ones (Partial Success).
🔵All attachments combined size exceeding 25MB
Reason: NetSuite limits the total email size (message + attachments) to 25 MB.
Solution:
Reduce total attachment size by removing large or unnecessary files.
Retry from the Logs screen.
Behavior:
The full email will fail to sync initially.
You can retry once from the Logs after adjusting attachments.
⚠️ Note: When retrying, choose only the necessary attachments — retries are limited to one attempt.
See: NetSuite Size Limits for Emails and Attachments.
🔵 Any unexpected error from NetSuite
Reason: Temporary NetSuite issue or internal API failure.
Solution:
Go to Menu → Logs in ExtendSync.
Locate the failed message and click Retry (one-time retry).
If the issue persists, contact CloudExtend Support with error details.
🔵 Any error from the ExtendSync server while processing the request
Reason: Temporary service or connectivity issue in ExtendSync.
Solution:
Retry from Logs (limited to one retry).
If errors continue, report the issue to cloudextend-support@celigo.com with a screenshot and log details.
🔵 Global Autopilot failures (Enterprise Only)
Global Autopilot failures are viewed and managed differently from per-user Autopilot failures. Here's how to diagnose and resolve them:
Accessing the Logs view for Global Autopilot
The redesigned Logs view for Global Autopilot includes enhanced filtering tools:
Multi-select filters — filter by user, mailbox, record type, or failure reason simultaneously.
90-day calendar picker — select any date range within the last 90 days to review historical sync activity.
Retry All button — retry all failed associations in a filtered view in a single click, rather than one at a time.
Navigate to Menu → Logs in the ExtendSync portal to access Global Autopilot log data.
Common Global Autopilot failure causes
Failure Cause | What It Means | Resolution |
No NetSuite connection | The end user has not established their NetSuite connection in the ExtendSync add-in, so sync cannot begin. | Ask the user to open ExtendSync and go to Menu → Settings → NetSuite Connection to connect. |
Insufficient permissions for auto-create contact | Global Autopilot attempted to auto-create a NetSuite contact record based on an email address, but the connection owner's role does not have sufficient NetSuite permissions to create that record type. | Review the connection owner's NetSuite role permissions and grant access to create Contact records, or disable the auto-create contact setting in the Global Autopilot configuration. |
Connection owner token expired | The admin who enrolled the mailbox (the connection owner) has an expired NetSuite session token. Global Autopilot sync will stop for all enrolled users until the token is renewed. | The connection owner admin must log back in to the CloudExtend portal and re-authenticate their NetSuite connection to renew the token. |
💡 If Global Autopilot failures persist after addressing the above, contact cloudextend-support@celigo.com with the relevant log export and the connection owner's email address.
Best Practices for Using Attachment Autopilot
Before setting the attachment autopilot, here are a few friendly reminders:
Have a Clear Process: Chat with your team to decide what types of files should be stored in NetSuite.
Watch the File Size: Keep an eye on the size limits.
Handle with Care: Be cautious with sensitive information and consider using encryption if needed.
Double-Check: Before hitting send or activating autopilot, take a moment to make sure all the right attachments are selected.
Since the files will be stored in the NetSuite File Cabinet, it's essential to manage attachments carefully to optimize storage space. We recommend reviewing the following articles to understand how this feature can benefit your organization and to develop a process for using the feature effectively.
Need Help?
If you continue to experience failed associations:
💬 Chat with us: Click the chat icon at the bottom-right of this page.
📧 Email: cloudextend-support@celigo.com
Please include:
A screenshot of the error message
The NetSuite record the email was associated with
The file name(s) and approximate file size