# Installation Issues

This guide covers problems you may encounter when installing or updating <code class="expression">space.vars.productName</code>.

## SuiteApp not found in search

**Symptoms**: You search for "<code class="expression">space.vars.productName</code>" in SuiteApps but no results appear.

**Possible causes and solutions**:

1. **SuiteApp ID is incorrect:** Double-check the SuiteApp ID provided by In8Sync and search by ID instead of name.
2. **Account type restriction:** Some SuiteApps are restricted to certain account types. Contact In8Sync to verify your account is eligible.
3. **NetSuite edition limitation:** Verify your NetSuite edition supports third-party SuiteApps.
4. **Search too specific:** Try searching for just "BRM" or "In8Sync" instead of the full name.

## Installation fails immediately

**Symptoms**: You click Install, and the installation fails with an error right away.

**Possible causes and solutions**:

* **Required features not enabled**
  * Go to **Setup > Company > Enable Features**.
  * Verify all features from the [Installation Checklist](/netsuite-admin-guide/overview/installation-checklist.md) are enabled.
  * Pay special attention to SuiteCloud features (Client SuiteScript, Server SuiteScript, Custom Records).
  * Save and retry the installation.
* **Insufficient permissions**
  * Make sure you're logged in with the **Administrator** role (not a custom role).
  * Go to **Setup > Users/Roles > Manage Roles** and verify your role has full permissions.
* **Conflicting customisations**
  * If you have existing custom records or fields with names starting with `brm_`, they may conflict.
  * Note the specific error message and contact In8Sync support.

## Installation gets stuck

**Symptoms**: The installation starts but seems to hang: no progress for a long time.

**Possible causes and solutions**:

1. **Large account processing:** Installation can take up to 60 minutes for large accounts. Wait longer before assuming it's stuck.
2. **Check the status:**
   * Open **SuiteApps** in the top navigation and find <code class="expression">space.vars.productName</code> in your installed list.
   * Check the status shown alongside the SuiteApp.
   * If it shows "Installing", it's still in progress.
   * If it shows "Failed", note the error and try again.
3. **Server load:** If you installed during peak business hours, the server may be slow. Try again during off-peak hours.
4. **Browser timeout:** The browser may have timed out, but the installation continues on the server. Close the tab and check the status from the SuiteApps list after 30 minutes.

## Installation completes but records are missing

**Symptoms**: The installation shows as complete, but some or all BRM custom records aren't visible.

**Possible causes and solutions**:

* **Check with the correct role**
  * Log out and log back in with the **Administrator** role.
  * Go to **Customization > Lists, Records, & Fields > Record Types**.
  * Search for "BRM".
* **Partial installation**
  * If some records are present but others are missing, the installation may have partially failed.
  * Try uninstalling and reinstalling the SuiteApp.
  * Contact In8Sync support if the problem persists.
* **Search is too narrow**
  * Try searching for just "BRM" or browse the full list of record types.

## Custom fields not appearing on records

**Symptoms**: The BRM custom fields (**Portal Access**, **BRM Roles**, **PIN Code**) aren't visible on Employee, Customer, or other records.

**Possible causes and solutions**:

* **Form layout**
  * The fields may be added to the record but not visible on the current form layout.
  * Go to **Customization > Forms > Entry Forms**.
  * Find the form used for the record type (Employee, Customer, etc.).
  * Edit the form and look for BRM fields in the available fields list.
  * Add them to the form layout and save.
* **Subtab visibility**
  * The fields may be on a subtab or custom tab that's collapsed.
  * Open a record and look for a "BRM" or "Custom" tab.
  * Click on different tabs to find the BRM fields.
* **Installation incomplete**
  * If the fields truly don't exist, the installation may not have completed.
  * Go to **Customization > Lists, Records, & Fields > Entity Fields**.
  * Search for "brm" to see if any BRM entity fields exist.

## Permission errors during installation

**Symptoms**: Error messages about permissions or unauthorised access during installation.

**Possible causes and solutions**:

1. **Wrong role:** Switch to the **Administrator** role (not a custom admin role).
2. **Two-factor authentication:** If your account requires two-factor authentication, make sure you've completed the verification.
3. **IP restrictions:** If your account has IP address restrictions, verify you're accessing from an allowed location.
4. **Account locked:** Check if there's an account restriction or hold that might prevent installations.

## Update fails

**Symptoms**: An update to an already-installed <code class="expression">space.vars.productName</code> fails.

**Possible causes and solutions**:

1. **Conflicting customisations**
   * If you've modified any BRM records or fields directly, the update may conflict.
   * Note the error message and contact In8Sync support.
2. **In-progress transactions**
   * Active portal sessions or in-progress orders may interfere with the update.
   * Ask users to log out and try the update during off-peak hours.
3. **Previous update incomplete**
   * Check if a previous update is still in progress.
   * Open **SuiteApps**, find <code class="expression">space.vars.productName</code>, and check the status.

## Still having problems?

If none of the solutions above resolve your issue:

1. Note the exact error message (take a screenshot if possible).
2. Note the steps you followed leading up to the error.
3. See [Getting Support](/netsuite-admin-guide/common-issues/support.md) for how to contact In8Sync.

## Related Pages

<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 Checklist</strong></td><td>Pre-install requirements that prevent most install failures.</td><td><a href="/pages/9IO51GR4AIoQipOh6E2U">/pages/9IO51GR4AIoQipOh6E2U</a></td></tr><tr><td><strong>Common Issues</strong></td><td>Quick-reference table of typical NetSuite Admin problems.</td><td><a href="/pages/Aia6hkePwNAuCJD6gas2">/pages/Aia6hkePwNAuCJD6gas2</a></td></tr><tr><td><strong>Getting Support</strong></td><td>How to contact In8Sync if these steps don't resolve it.</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/installation.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.