2021.2 In case of technical issue
- Gregor Pollak
On rare occasions, a change may be made to the NSC that could cause an issue elsewhere in the process. Below are the few most common approaches to figuring out problems that we have used in the last 10 years with NetSuite Connector. In addition, RW provides an on-call representative available at all times for any emergency issue(s) for all maintenance clients.
NetSuite Status
Sometimes NetSuite goes down. And sometimes the SOAP endpoint that our NetSuite Connector is using can go down. So, please check the NetSuite status page:
Check for:
- Application UI
- SuiteTalk
If NetSuite status is an issue, there is nothing RW or our clients can do for now. It must be resolved by NetSuite. If you need to get Orders thru, you can export them from Magento and manually process them but NetSuite usually fixes problems inside of a few hours. They have a 99.98% uptime average. Once NetSuite is back on track, the data sync will start flowing again.
NetSuite Connector Status
Let's make sure that the NetSuite Connector is enabled. We can do this by Accessing the Configuration Page. Under 2021.2 General settings we check that the NetSuite Connector is enabled. If it is, we test the Connection using the Test Connection button. If that passes, then NetSuite Connector managed to connect to NetSuite. If the Connection Test doesn't pass, the explanation should show up below it. A few of the common issues:
| Response | Action |
|---|---|
| Cannot Connect | If the system worked, this is probably a temporary glitch with NetSuite services, see the previous section. |
| Cannot Connect | Wrong Host value (see 2021.2 General settings Configuration for correct value). |
In this account, you must use account-specific domains with this SOAP web services endpoint | Old Host value. NetSuite started forcing account-specific URLs. Follow our 2021.2 General settings Configuration to get a new value. |
| Invalid login attempt | One of the Credentials is wrong. Follow our 2021.2 General settings Configuration to set them. |
Item Not Syncing
For most of our implementations, we add an Import to Magento checkbox at the Item level in NetSuite. If it's checked and after resaving it's still not being pulled, you might need help from the RW team or another Developer. By using CLI Tool command netsuite:utils:importsingleproduct using the -vvv option you should be able to see the exact reason for the Item not being synced. To identify reason you can also check the Exceptions lists with additional information about every exception: 2021.2 Data Exceptions List.
Order Not Syncing
You see the Order in Magento but its not showing up in NetSuite. First, let's check a few things.
Queue
Sometimes, the NetSuite Connector is busy with imports and the exports are not getting their turn. See how to 2021.2 Access to NetSuite Connector Monitor Dashboard Page. If you see Queue being huge (depends on your server setup & Configuration, but usually anything over ~100 items in Queue should raise some Alarms). Usually, we suggest splitting the execution of import and export Queue in separate calls. See 2021.2 Server Configuration for more information.
NetSuite Log
In NetSuite, navigate to Setup → Integration → SOAP Web Service Usage Log
Once opened, filter the requests by RECORD TYPE = Sales Order and look for the STATUS column where row has value FAILED.
On the far right, there are two more columns - REQUEST and RESPONSE. Click on the view in the RESPONSE column and an XML file will open. Here are a few of the more common issues:
| Response | Action |
|---|---|
| Permission Violation: You need the X permission to access this page | One of the Permissions is missing. See our 2021.2 Token Integration Creation section of Configuration where we cover the Permissions section. Once you enable the Permission, it can take up to 6h to start working on the SOAP endpoint. This is a NetSuite limitation. |
| Invalid XXX reference key Y. | This usually indicates a Configuration error. See which field XXX is and view the REQUEST XML and see what value is being sent. Two most common scenario is that a new shipping/payment method was added to Magento but 2021.2 Order Settings in the Configuration was not updated. |
| Invalid XXX reference key Y for entity Z. | Same as above. |
| An unexpected error occurred. Error ID: XXX | This usually indicates problems with the structure of the request (wrong paramType used). This usually happens when an Order request is being modified with code customization. Revert the changes and confirm. Carefully review https://www.netsuite.com/help/helpcenter/en_US/srbrowser/Browser2017_2/schema/record/salesorder.html and see what type of the field NetSuite requires and what are you passing in. View the REQUEST XML and see what values and types are you sending. |
| Please enter values for XXX | The field is marked as Required in NetSuite but the mapping of 2021.2 Order Settings in the Configuration was not set correctly. |
| Please enter a value for XXX | This usually indicates that a Default System field was missed. |
| Invalid item reference key XXX | The Product in the Order doesn't exist in NetSuite. |
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