Overview
This guide provides solutions to common issues encountered when setting up or using the NetSuite integration with Tropic.
Installation Issues
Q: What should I do if I encounter an installation error?
- Hover over the error message for more details.
- Check that all required features are enabled in Setup > Company > Enable Features.
- Ensure you have NetSuite Admin privileges and the necessary Tropic role assigned.
- If the issue persists, submit a support ticket under NetSuite Configuration.
Access & Permissions Issues
Q: I cannot generate an Access Token. What might be wrong?
- Ensure you have Administrator or Integration User access in NetSuite.
- Check if Token-Based Authentication is enabled under Setup > Company > Enable Features.
- Confirm that the assigned role has the required permissions for token creation.
Q: Why am I getting a ‘Permission Denied’ error when connecting NetSuite to Tropic?
- Confirm that your assigned role has REST Web Services and SuiteScript permissions enabled.
- Ensure the user setting up the integration has NetSuite Admin or Owner access.
- Verify that the correct role was assigned to the integration user.
Data Sync Issues
Q: My integration is not syncing transactions. How can I fix this?
- Navigate to Tropic > Integrations > NetSuite and check the sync status.
- If sync is inactive, manually initiate it under Integration Settings.
- Ensure the correct Subsidiaries and GL Accounts are selected.
- Check NetSuite logs for error messages related to data extraction.
Q: How do I manually sync Tropic and NetSuite?
- Navigate to Integration Settings in Tropic.
- Select Sync Data to trigger a manual sync.
- Allow up to 24 hours for data to refresh.
Q: How much historical data does Tropic pull from NetSuite?
A: Tropic pulls up to three years of historical transaction data upon initial sync.
User Management Issues
Q: What happens if the user associated with the integration leaves the organization?
- The integration will stop working if the assigned user is set to inactive in NetSuite.
- To avoid this, use a dedicated integration user instead of a named employee.
- If a user change is required, assign the necessary role to another active NetSuite user and reconfigure the integration.
Q: Can I edit the subsidiaries and accounts I previously selected?
A: Yes, you can update these selections in Settings > Integrations > NetSuite within Tropic.
NetSuite Sandbox & Testing
Q: Can I test the integration in a NetSuite sandbox environment?
A: Yes, Tropic supports NetSuite sandbox environments. NetSuite automatically shares the SuiteApp with all associated sandboxes.
Q: How do I switch from sandbox to production in Tropic?
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Navigate to Integrations > NetSuite in Tropic.
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Disconnect the sandbox connection.
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Reconnect using the production environment credentials.
For additional support, submit a ticket under NetSuite Configuration in Tropic Support, or review the Integration setup article.