Note: This version of the integration is no longer supported. For the latest version of this guide, see 8x8 Integration for NetSuite 3.1 For Administrators.

Integrations troubleshooting

Try the following troubleshooting procedures to resolve the most common integration issues:

If Search does not return any results, it may be because you do not have access to several entities in NetSuite:

Entity: Contact

Fields: Phone, MobilePhone, HomePhone, AssistantPhone, OtherPhone, Fax

Entity: Account

Fields: Phone, Fax

Entity: Lead

Fields: Phone, MobilePhone, Fax

Note: If you are an agent, contact your administrator.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.

Error: External username and password is empty or incorrect. The possible causes are:

  • The external password value in the 8x8 Agent Console profile contains special characters.
    1. Reset the NetSuite account password to exclude special characters.
    2. Enter the reset password as the external password in the 8x8 Agent Console profile.
  • The NetSuite user role is denied access to web services.
    1. Contact your NetSuite administrator to grant web services access to the role.
    2. Check the Appendix for details.