# Troubleshooting

This guide covers the most frequently encountered issues with <code class="expression">space.vars.productName</code> and how to resolve them. For more specific topics, see the detailed troubleshooting guides linked at the bottom.

## Quick reference table

| Problem                                        | Possible cause                                                        | Solution                                                                                                                         |
| ---------------------------------------------- | --------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------- |
| SuiteApp installation fails                    | Required features not enabled                                         | Enable all features listed in the [Installation Checklist](/netsuite-admin-guide/overview/installation-checklist.md), then retry |
| Installation is stuck                          | Large account or busy server                                          | Wait up to 60 minutes; check status at **SuiteApps** → <code class="expression">space.vars.productName</code>                    |
| License error after installation               | License key not entered or incorrect                                  | Add or correct the license key in the BRM Setting record                                                                         |
| User can't log in to portal                    | Portal Access not enabled                                             | Check the **Portal Access** checkbox on the user's record                                                                        |
| User logs in but sees a blank portal           | No BRM role assigned                                                  | Assign at least one BRM role to the user                                                                                         |
| User sees wrong pages                          | Wrong role assigned                                                   | Check and correct the **BRM Roles** field on the user's record                                                                   |
| Catalog shows no products                      | Subsidiary not linked to catalog                                      | Create a BRM Subsidiary Catalog record linking the subsidiary to a catalog                                                       |
| Products missing from catalog                  | Items not assigned to categories                                      | Check BRM Category Item records for the missing products                                                                         |
| PIN code not working                           | PIN entered incorrectly or not set                                    | Verify the PIN on the user's record in NetSuite                                                                                  |
| Tax not calculating                            | Avalara integration not enabled or configured                         | Check Avalara settings in both NetSuite and the Admin Portal                                                                     |
| Payment processing fails                       | Gateway credentials incorrect or in test mode                         | Verify payment gateway settings in NetSuite                                                                                      |
| Customer deposit not created for a Terms order | Expected behavior: Terms payments intentionally skip deposit creation | See [Terms Payments and Customer Deposits](#terms-payments-and-customer-deposits) below                                          |
| Portal loads slowly                            | Large catalog or many records to load                                 | Check with In8Sync about performance optimisation options                                                                        |
| Changes not appearing in portal                | Browser cache                                                         | Ask the user to clear their browser cache or use a private browsing window                                                       |
| Custom records not visible                     | Installation incomplete or permissions issue                          | Re-check installation; verify you're logged in with an Administrator role                                                        |
| Saved Search for BRM data returns no results   | Wrong record type or criteria                                         | Verify you selected the correct BRM record type and check your filter criteria                                                   |

## First steps for any issue

When you encounter a problem, start with these basic checks:

1. **Verify you're using the Administrator role:** Some BRM records and settings are only visible to administrators.
2. **Check the portal URL:** Make sure you're accessing the correct portal URL (not an old or Sandbox URL when you mean Production).
3. **Clear browser cache:** Many display issues are resolved by clearing the browser cache or opening a private/incognito window.
4. **Check the BRM Setting record:** Verify the settings record exists and has a valid license key.
5. **Review recent changes:** If the issue just started, think about what changed recently (update, new configuration, new users).

## Terms Payments and Customer Deposits

When a sales order is placed in <code class="expression">space.vars.productName</code> using a **Terms** payment method (such as Net 30, Net 60, or any other deferred payment term), the system intentionally **doesn't create a customer deposit record** in NetSuite.

This is expected behaviour, not a bug. Here's why:

Terms payments are a credit arrangement: the customer isn't paying at the point of sale. Creating a deposit record against a Terms order would incorrectly represent money received when none has actually been collected. Instead, payment is expected to come in after the order is invoiced, using the standard Pay Invoice workflow.

**The correct flow for Terms orders:**

1. The order is placed in <code class="expression">space.vars.productName</code> with a Terms payment method.
2. NetSuite raises an invoice against the sales order in the normal way.
3. When the customer pays, the cashier or accountant uses **Pay Invoice** in the portal to record the payment against the open invoice.

{% hint style="info" %}
**What if you do see a deposit on a Terms order?** This may indicate the order was originally placed with a non-Terms payment method and later edited in NetSuite, or that a manual deposit was created outside <code class="expression">space.vars.productName</code>. Check the deposit record's created date and the associated transaction history to confirm.
{% endhint %}

**What if you expect deposits for mixed-payment orders?** If an order includes both a Terms component and another payment method (such as a partial deposit paid by credit card), <code class="expression">space.vars.productName</code> creates a deposit only for the non-Terms portion. The Terms portion is excluded. Contact In8Sync support if you need to adjust this behaviour for your specific payment setup.

## When to contact support

Contact In8Sync support if:

* The issue persists after trying the solutions in this guide.
* You see error messages that aren't listed here.
* The portal is completely inaccessible to all users.
* Data appears to be missing or corrupted.
* You need help with an operation not covered in this guide.

See [Getting Support](/netsuite-admin-guide/common-issues/support.md) for contact information and what details to gather.

## Detailed troubleshooting guides

<table data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>Installation Issues</strong></td><td>Specific installation and setup problems.</td><td><a href="/pages/zZmidmc4xfYsuugK4Btq">/pages/zZmidmc4xfYsuugK4Btq</a></td></tr><tr><td><strong>Access Issues</strong></td><td>Login, role, and permission issues.</td><td><a href="/pages/9AUqCeZ4JQOYvcWGMnbq">/pages/9AUqCeZ4JQOYvcWGMnbq</a></td></tr><tr><td><strong>Getting Support</strong></td><td>How to contact In8Sync and what information to provide.</td><td><a href="/pages/uHpnyiuuol07DcfovUuz">/pages/uHpnyiuuol07DcfovUuz</a></td></tr></tbody></table>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.in8sync.com/netsuite-admin-guide/common-issues.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.