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NetSuite Sync Error: Sync has been running for more than a day

Error

NetSuite sync has been running for more than 24 hours.

 

Explantion

If the NetSuite sync is not completing to show the Status page within Bill.com, it typically means that another script in NetSuite is running, and has interrupted the completed sync status being sent to Bill.com. 

 

Solution

In order to stop the sync the following steps will need to be taken by an Administrator in NetSuite. 

  • Verify the Bill.com for NetSuite Sync bundle installed:
    1. In NetSuite, hover over Customization > SuiteBundler > Search & Install Bundles, and then click List
    2. Locate Bill.com Sync for NetSuite and note the bundle version listed.
  • What bundle version do you have installed?
    • For bundle version 1.0.12:
      1. Hover over Customization > Lists, Records & Fields, and then click Record Types
      2. Click List next to Bill.com Connection
      3. Click Edit on the line with Subsidiary that is showing Sync in Progress
      4. On the record page open up the javascript console. For Chrome and Firefox, the easiest way to do this is to right-click on anything on the page, and click Inspect Element, or, with your keyboard, click Ctrl+Shift+I
      5. In the new frame that opens, click Console.
      6. In the javascript console, paste the following and click Enter: nlapiSetFieldValue('custrecord_cps_bdc_sync_in_progress', 'F') The response should be something to the effect of 'undefined'. If it succeeded, the Sync in Progress check box should change to the text: "No"
      7. Save the record. You will be asked to confirm if you want to save, even though no changes have been made. Click Yes/Confirm. When the record appears after saving, it should have Sync in Progress will be unchecked.
      8. Go to the NetSuite dashboard and for that subsidiary, click Sync Now.
    • For bundle version 2.0 or later:
      1. Hover over Customization > Lists, Records & Fields, and then click Record Types
      2. Click List next to Bill.com Preferences
      3. Click Edit on the line with Subsidiary that is showing Sync in Progress
      4. On the record page open up the javascript console. For Chrome and Firefox, the easiest way to do this is to right-click on anything on the page, and click Inspect Element, or, with your keyboard, click Ctrl+Shift+I
      5. In the new frame that opens, click Console.
      6. In the javascript console, paste the following and click Enter: nlapiSetFieldValue('custrecord_cps_bdc_prefs_sync_inprogress', 'F') The response should be something to the effect of 'undefined'. If it succeeded, the Sync in Progress check box should change to the text: "No"
      7. Save the record. You will be asked to confirm if you want to save, even though no changes have been made. Click Yes/Confirm. When the record appears after saving, it should have Sync in Progress will be unchecked.
      8. Go to the NetSuite dashboard and for that subsidiary, click Sync Now.

**After taking the steps above, it is crucial to run the sync again from within NetSuite since the sync status in Bill.com will remain running. This will allow the sync to start and complete, and then update the Status page within Bill.com.

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