Troubleshooting common problems

Work down this list before writing in. Most reports we receive are one of the situations below, and each has a fix you can apply yourself.

A customer or item I know exists is missing

• Check the Active flag. Inactive customers and items are hidden from order entry on purpose, but still exist on the list pages.
• Check data restriction. If your company has restricted access turned on, you only see customers tied to your sales rep record or your territories. Ask an admin to check your rep and territory assignments.
• Check the search term. Item search matches name and SKU; customer search matches name and email. A partial internal ID will not match.
• If it was just imported, reopen the import job and check the error rows — the record may have failed validation rather than been created.

The price on a line is not what I expected

Prices resolve in a fixed order, and the first match wins:

1. 1A quantity tier on the customer's price level, for the quantity currently on the line.
2. 2The plain price for the customer's price level.
3. 3The item's base price.

• Changing the quantity can legitimately change the unit price — that is tiered pricing working.
• Changing the customer or the price level on the Pricing step reprices every line that has not been manually overridden.
• A manually overridden price sticks and is marked as overridden. Clear the override to let it reprice.
• If prices never change per customer, the customer probably has no price level assigned.

A discount is not showing on the order

• Line discounts live on the product line itself, on the Pricing step — they are not separate lines in the cart.
• Check whether you are in percent or amount mode; the toggle changes what the number means.
• Order-level discount is separate from line discounts and appears in the totals, not against any one line.
• If your export template has no discount columns, the discount is stored but will not appear in the CSV.

Export templates and columns

I cannot save or commit an order

• Required fields set by your admin — PO number, requested ship date, memo — block saving until they are filled.
• Required segments (subsidiary, location, department, class) block committing if they are enforced and empty.
• Committing needs the commit permission. If the button is missing rather than disabled, you do not have it.
• An order with no lines cannot be committed.

The export button does nothing, or the file is empty

• Only committed orders are exportable. Pending and Saved orders never appear in the Export center.
• Exporting needs the export permission, granted per user.
• Preflight blocks the export when something would fail in NetSuite — read the messages it lists; each names the order and the field.
• Manual (free-text) lines block an export because they have no NetSuite item to point at. Replace them with catalogue items.
• If the browser blocked the download, look for a blocked-popup indicator in the address bar.

NetSuite rejected the file

That is an import error rather than an app error, and the messages map to specific fixes. The Reconcile page has a reference for the common NetSuite messages, and there is a full article on it.

A screen is blank, stale, or shows an error

1. 1Reload the page. Most stale-data reports clear here.
2. 2If the error screen appears, use Report this problem — it captures the error text for us.
3. 3If it only happens on one device, try another browser to tell a device problem apart from a data problem.
4. 4If it happens right after a settings change, an admin may have changed a required field or a list mid-session; reloading picks up the new configuration.

Reporting a bug

Your account, sign-in, and passwords

Still stuck

Send a support request from the Help panel on the screen where it happens, so the screen and the last error travel with the report.