> For the complete documentation index, see [llms.txt](https://docs.in8sync.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.in8sync.com/netsuite-admin-guide/common-issues/installation.md).

# Installation Issues

Diagnose and fix problems installing or updating the SphericalBRM + POS SuiteApp: search-not-found, fails, gets stuck, missing records, missing custom fields, permission errors.

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="/netsuite-admin-guide/overview/installation-checklist.md">Installation Checklist</a></td></tr><tr><td><strong>Common Issues</strong></td><td>Quick-reference table of typical NetSuite Admin problems.</td><td><a href="/netsuite-admin-guide/common-issues.md">Troubleshooting</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="/netsuite-admin-guide/common-issues/support.md">Getting Support</a></td></tr></tbody></table>