# Troubleshooting

## What it is

This page covers the most common problems encountered in IDC — from installation and access issues to sync failures and license problems — and how to resolve them.

## Installation issues

<details>

<summary>IDC doesn't appear in the SuiteApp Marketplace search results</summary>

Check that you're searching in the right NetSuite account and that your search filter includes all bundle types, not only custom bundles. If IDC still doesn't appear, contact In8Sync to confirm your account has access to the bundle.

</details>

<details>

<summary>Bundle installation fails or the status shows "Failed"</summary>

Go to **Setup > Company > System Status** and check for any active NetSuite maintenance windows. If a window is active, wait for it to end and then retry the installation from **Customization > SuiteCloud Development > Installed SuiteApp List** by clicking **Retry** or **Update**. If the failure persists, contact In8Sync support with the error message shown.

</details>

<details>

<summary>Script deployments are inactive after installation</summary>

Go to **Customization > Scripting > Script Deployments** and filter by the IDC bundle. For any deployment with a status of **Not Scheduled** or **Released but Inactive**, open the record and set **Status** to **Released**. Save and confirm the deployment is active.

</details>

## App installation issues

<details>

<summary>Install button is missing or greyed out in the Marketplace</summary>

You may not have integration admin access. Contact your integration admin for help. Alternatively, the app may already be installed — check the [Apps & Marketplace](/idc/idc-core/apps.md) page to see if it appears there.

</details>

<details>

<summary>App installed but no settings appear when I click the gear icon</summary>

The app may still be setting up in the background. Wait a minute or two and refresh the Apps page. If settings still don't appear, uninstall and reinstall the app from the Marketplace.

</details>

## Sync errors

<details>

<summary>Every record in Logs is showing an error after a new app is installed</summary>

This usually means the connection credentials are incorrect or incomplete. Open the app's settings from the Apps page and re-enter your external system credentials. Save and then click **Reprocess** on the failed records in [Logs](/idc/idc-core/logs.md).

</details>

<details>

<summary>Syncs were working and have now stopped without any change on my end</summary>

Check two things: (1) open **Licenses** and confirm the app's license hasn't expired. (2) Open [Logs](/idc/idc-core/logs.md), select the app, and read the error message on recent failed records. A common cause is an expired API credential in your external system — you may need to regenerate it and update the app settings.

</details>

<details>

<summary>A specific record keeps failing even after reprocessing</summary>

Open the log entry and expand it to read the **Response** from the external system. The response usually explains what the external system rejected and why. Common causes include missing required fields in NetSuite, a mismatched currency, or a product that doesn't exist in one system. Fix the underlying data and then reprocess.

</details>

<details>

<summary>Syncs are running but data isn't appearing in NetSuite</summary>

Confirm that the flow direction is set correctly in the app settings — it should be set to send data *into* NetSuite for the record type you're expecting. Then check the NetSuite script deployments are all active (see [Initial Setup](/idc/idc-core/overview-1/initial-setup.md)).

</details>

## License issues

<details>

<summary>License activation key is not accepted</summary>

Check for extra spaces before or after the key when pasting. Try typing the key manually if copy-paste is failing. If the key is still rejected, contact In8Sync — the key may need to be reissued.

</details>

<details>

<summary>An app is showing Expired in the Licenses page</summary>

The app's license has lapsed and syncs have stopped. Contact In8Sync via [Support](/idc/idc-core/support.md) to arrange renewal. Once renewed, the app will resume syncing on its next scheduled run.

</details>

## Settings issues

<details>

<summary>I updated app settings but the next sync still used the old configuration</summary>

Some settings only take effect at the start of the next scheduled sync run. Wait for the next run, or manually trigger a sync if that option is available in the app settings. Check [Logs](/idc/idc-core/logs.md) to see when the next run picks up.

</details>

## Related

* [Logs](/idc/idc-core/logs.md) — investigate error details for specific records.
* [Licenses](/idc/idc-core/licenses.md) — check and act on expiring or expired licenses.
* [Support](/idc/idc-core/support.md) — contact In8Sync when self-service doesn't resolve the issue.


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