Having problems? This section provides some basic troubleshooting steps to help you get back on track.

Incoming Message Record Author Is Set to the Admin Name
Description The newly created incoming message record author is set to the admin’s name but with the Outlook email’s From email address. Cause When lo...
Thu, 13 Apr, 2023 at 12:24 PM
Mismatched Author or Recipient
Description After logging an email, the name of the Author or Recipient of the newly created message record is inaccurate, but the email address is accurat...
Mon, 31 Jan, 2022 at 12:15 PM
New Record Tab is Missing
Possible Causes 1. There are no Record Forms selected on the user’s Profile. Click here to learn how to assign user profiles. Solution: Select one ...
Tue, 1 Feb, 2022 at 1:24 PM
Email for NetSuite button is grayed out
Description The Email for NetSuite button is grayed out and cannot be interacted with. Solution The button becomes active when the contents of a...
Fri, 8 Apr, 2022 at 2:59 PM
Various Issues with Creating a New Record
Possible Causes One of the Record Fields is referencing a field on the wrong entity type. When selecting a field on a Record Field, sometimes there are dup...
Mon, 31 Jan, 2022 at 2:08 PM
Logged Messages Display as HTML
Description When logging emails to NetSuite, the message body displays HTML code. Solution The NetSuite administrator who initially set up Sup...
Fri, 21 Apr, 2023 at 2:52 PM