FAQs (NetSuite)

this page is your go to resource for quick troubleshooting we've compiled a list of the most common errors and frequently asked questions you might encounter when using the {{productname}} plugin in netsuite, providing you with immediate answers and resolutions installation & setup common errors below is a list of common errors encountered during installation and plugin setup in netsuite click on any error message to view the cause and immediate troubleshooting steps for a resolution "setup required" this error appears in a banner you can see the banner on the bill payments or any of the plugin pages reasons for error and what to do this error occurs if the plugin has not been fully connected by completing the connection wizard go through the wizard again and make sure the token ids are present this error can also happen if you don’t have currencies or the manage authentication field enabled "you do not have privileges to view plugin " this can show up on various pages in the plugin where the current user does not have permission to access it to fix this issue, you must have a netsuite administrator or someone with permissions to configure scripts to assist you with the following steps solution go to customization > scripting > script deployments use the following filters select suitelet in the type dropdown select 2 1, in the api version dropdown click edit on each of the following script deployment suitelets you wish to edit \[my bank] pay bills \[my bank] paid bills history \[my bank] transfer funds \[my bank] transfer history \[my bank] trans checks (positive pay) \[my bank] trans checks history (positive pay) \[my bank] balances & transactions select the appropriate role, subsidiary, employee, or department you wish to give access to click save "cannot find the suiteapp on search & says limited access on the suiteapp" if you encounter this, you will need to get in touch with a support agent it is likely that your account either hasn’t been whitelisted has an incorrect account id common questions this list provides answers to common questions that arise during the installation process, to help ensure a smoother setup in netsuite do we need to update the plugin or will it auto update? the plugin will not auto update, therefore you must update the plugin manually you can do this by navigating to customization > suitecloud development > suiteapp marketplace find the bank suiteapp and click on the tile you will see the upgrade button on top right click on it to begin the update of your bank plugin i’ve installed the bank plugin, but my colleagues can’t see the plugin? permissions must be granted to non administrators please refer to plugin access management step in the plugin setup > installation section of this support website my netsuite had a sandbox refresh and now i can’t use the plugin what do i do? when a sandbox refresh occurs, you will need to complete the onboarding process again start by logging into http //sandbox fispan cloud/ and completing the onboarding steps again cash management (information reporting) common errors below is a list of common errors encountered when using the cash management (information reporting) products in netsuite click on any error message to view the cause and immediate troubleshooting steps for a resolution "bank accounts not mapping" the error is likely due to one of these reasons the system can't access or map the bank account because the information has not been entered into the netsuite chart of accounts to fix this, first update the plugin then, check your login information before retrying the process bank account information entered does not match the backend setup different ids and environments that we don’t have access to "account matching page doesn’t load bank account information" the error is likely due to one of these reasons the connecting user in netsuite lacks the required permissions (e g , is not an administrator) the consumer key and secret were generated incorrectly there are no bank accounts currently configured in your netsuite environment " csv file is not downloading from the balances and transactions page" you may have a pop up blocker enabled on your browser please check if the pop up blocker is preventing the download from appearing, and then try again "account doesn't appear when using netsuite’s reconciliation feature (match bank data)" it looks like the account you're trying to use isn't appearing when you use netsuite's native bank reconciliation feature, match bank data this usually means the account isn't configured for reconciliation in your chart of accounts you'll need to edit the account settings to enable the reconciliation feature go to setup > accounting > chart of accounts for the account you need to reconcile, select edit check the box labeled use match bank data and reconcile account statement pages click save after following these steps, the account should now be available when you use the match bank data feature "manual match bank data import failing the file could not be imported because the date is not in the correct format " if you are running into this error message when completing a manual import, select netsuite bai2 as your export format instead common questions this list provides answers to common questions that arise when using the cash management (information reporting) features in netsuite why is my plugin no longer connected in the production environment? if you are logged in and the plugin is no longer connected, the netsuite production may have been refreshed you will need to re establish this connection log in to production log in to https //sys fispan live/login and run through the wizard again deactivate plugin if the plugin is still showing as active or connected , click on the three dots and select deactivate if you have updated from a bank plugin version that is older than 2022 2 0 , the updated plugin bundle will come with a premade integration record define new token on the creating a new security token step, you will need to define a new token id and token secret please refer to 'create a new security token in the netsuite > plugin setup > installation section of this support site for instructions on how to do this revoke old tokens \[optional] after creating the new access token, you may revoke the old ones associated with this bank bundle you can do this by following the steps below navigate to the homepage find the settings box on the homepage by default, this is located on the bottom left click on manage access tokens click edit beside the token you wish to revoke click revoke why is my plugin no longer connected in the sandbox environment? if you are logged in and the plugin is no longer connected, the netsuite sandbox may have been refreshed you will need to re establish this connection log in to sandbox log in to http //sandbox fispan cloud/ and run through the wizard again deactivate plugin if the plugin is still showing as active or connected , click on the three dots and select deactivate if you have updated from a bank plugin version that is older than 2022 2 0 , the updated plugin bundle will come with a premade integration record define new token on the creating a new security token step, you will need to define a new token id and token secret please refer to create a new security token of the netsuite > plugin setup > installation section of this support site for instructions on how to do this revoke old tokens \[optional] after creating the new access token, you may revoke the old ones associated with this bank bundle you can do this by following the steps below navigate to the homepage find the settings box on the homepage by default, this is located on the bottom left click on manage access tokens click edit beside the token you wish to revoke click revoke why is the manage access tokens link not visible in the settings box on the home page? this is likely the result of token based authentication not being enabled on this netsuite company please refer to configure netsuite feature of the netsuite > plugin setup > installation section of this support site for instructions on how to enable will i receive an error message if the bank feeds do not import? no, the plugin itself does not send email notifications or support push notification messaging however, the netsuite admin who set up the bank feeds for clients in netsuite can receive email notifications from the native netsuite account regarding successful import or failure please contact your netsuite administrator to resolve the issue for multi entities, can the company name be unique per bank account? yes contact your bank and ask them to enter a unique account holder name for each bank account using the details you provide if there is an entry in the account details > account holder name field, this name will appear on vendor payments; otherwise, it will default to the account label (i e , company name) for example, if the umbrella company is acme holdings, the name on the payments would appear as coming from acme north or acme south, etc , based on the bank account used for the payment