Netsuite Administrator’s Guide to Troubleshooting Common Issues

June 5, 2024
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Using NetSuite for your business can be transformative, but even the best systems encounter occasional hiccups. 

Navigating these issues efficiently can make a difference in maintaining seamless operations. 

This guide will arm you with strategies and insights to troubleshoot common NetSuite problems, ensuring your business continues running smoothly. 

Imagine you're in an important sales cycle and suddenly encounter a system error. What steps should you take to resolve it quickly? 

Or perhaps you've noticed that performance is lagging and need to diagnose the root cause. 

This comprehensive troubleshooting guide covers these scenarios and more. From connectivity issues to data discrepancies, we'll explore practical solutions and best practices to keep your NetSuite environment running optimally. 

Stay tuned as we discuss actionable tips and expert advice for tackling frequent NetSuite challenges head-on. 

3 Common NetSuite Issues and Their Solutions 

Navigating NetSuite effectively involves being prepared to tackle a range of common issues that might arise. Below, we provide practical solutions for some typical problems NetSuite users encounter.

Example 1: Connectivity Issues

  • Scenario: Users are experiencing intermittent connectivity problems when accessing NetSuite, causing delays and disruptions in business operations.
  • Solution:some text
    1. Check Internet Connection: Ensure the network connection is stable and sufficient for NetSuite's requirements. This might involve upgrading the internet plan or improving network hardware.
    2. NetSuite Status Page: Regularly monitor the NetSuite status page for any reported outages or maintenance windows that could affect connectivity.
    3. Firewall and Proxy Settings: Adjust firewall and proxy settings to prevent NetSuite traffic from being blocked. Also, ensure that NetSuite’s IP addresses are whitelisted.
    4. Browser Settings: Clear the browser cache and cookies, and ensure the browser is up to date. Sometimes, browser extensions can interfere, so disabling them can help troubleshoot the issue.

Example 2: Data Discrepancies

  • Scenario: Users notice discrepancies in financial reports, such as inconsistencies between transaction records and summary reports.
  • Solution:some text
    1. Data Validation: Implement regular data validation checks to ensure data integrity. This can be automated through scripts that run periodic checks on critical data points.
    2. Audit Trails: Use NetSuite's audit trail features to track record changes. This can help identify when and where discrepancies occurred and who made the changes.
    3. Reconciliation: Perform regular reconciliations between various reports and source data to ensure consistency. This involves comparing detailed transaction logs with summarized reports to catch any anomalies.
    4. Training: Ensure that staff entering data are adequately trained to follow standardized procedures to reduce the risk of human error.

Example 3: Performance Lag

  • Scenario: Users experience slow performance when running reports or processing large transactions in NetSuite, affecting productivity.
  • Solution:some text
    1. Optimize Searches: Review and optimize saved searches to ensure they are not overly complex. Limit the number of results returned and reduce the use of heavy calculations in the searches.
    2. Archiving Data: Archive old or unnecessary data to reduce the load on the system. NetSuite’s data archiving solutions can help maintain optimal performance by keeping the active database lean.
    3. Scheduled Maintenance: To enhance performance, regularly schedule maintenance tasks such as database indexing and optimization scripts to run during off-peak hours.
    4. Monitoring Tools: Utilize performance monitoring tools within NetSuite to identify and address bottlenecks. Analyzing performance metrics can help pinpoint specific areas that need optimization.

If you've implemented these solutions and still have an issue, contact NetSuite Support. 

Understanding the available support resources and how to effectively utilize them can be instrumental in resolving complex issues and maximizing the efficiency of your NetSuite experience.

Understanding NetSuite Support

NetSuite Support is designed to help you get the most out of your NetSuite experience. Whether you are new to NetSuite or a seasoned user, there are several support options available to you. 

In this section, we will cover the different types of support available, how to manage support cases, and how to contact NetSuite support.

Support Case Management

If you encounter an issue or have a question about NetSuite, you can create a support case. A support case is a record of your issue or question tracked by NetSuite support. 

You can create a support case by logging into the NetSuite Account Center and clicking the "Create a Case" button. 

When creating a case, be sure to include as much detail as possible about your issue or question. This will help NetSuite support resolve your case quickly.

Once you have created a support case, you can track its progress in the NetSuite Account Center. You can view the status of your case, add comments, and attach files to your case. 

NetSuite support will also update your case with their progress and any solutions they have found.

NetSuite Account Center

The NetSuite Account Center is your portal for managing your NetSuite account. In addition to managing support cases, you can also view your account information, manage users, and access the SuiteAnswers knowledge base. 

To access the NetSuite Account Center, log in to your NetSuite account and click on the "Support" tab. From there, click on the "NetSuite Account Center" link.

Phone Support and Response Times

NetSuite provides phone support for critical issues 24 hours a day, 7 days a week. For less critical issues, phone support is available during business hours. 

When you call NetSuite support, you will be asked to provide your account ID and a brief description of your issue. NetSuite support will then work to resolve your problem as quickly as possible.

Response times for support cases vary depending on the severity of the issue. NetSuite support will respond within 2 hours for critical issues but may take longer for less critical issues. 

When creating a support case, indicate the severity of your issue so that NetSuite support can respond appropriately.

Download the Salary Guide to compare average salaries of top NetSuite ERP professionals.

Self-Service Resources

When it comes to getting help with NetSuite, a variety of self-service resources are available to you. These tools can help you quickly find answers to common questions, troubleshoot issues, and learn more about the platform. 

Here are some of the most useful self-service resources that you can take advantage of:

SuiteAnswers and User Guides

SuiteAnswers is a self-service site with support articles, training videos, help topics, and best practices documents about NetSuite products. 

From SuiteAnswers, you can submit a question or case by email or contact NetSuite Customer Support by phone. 

The site is organized into categories, making finding the information you need easy. You can also search for specific keywords to locate relevant articles quickly.

In addition to SuiteAnswers, NetSuite provides various user guides covering different aspects of the platform. These guides are available in PDF format and can be downloaded offline. They are an excellent resource for learning NetSuite and troubleshooting common issues.

NetSuite Learning Center and MyLearn

The NetSuite Learning Center is an online training platform that provides access to various courses and certifications. The courses cover different aspects of NetSuite, from basic navigation to advanced customization. 

You can take courses at your own pace and track your progress as you go. The Learning Center also provides access to webinars and other training resources.

MyLearn is a personalized learning portal that provides access to courses and certifications relevant to your role and experience level. It is integrated with the Learning Center, so you can easily access your needed courses.

Community and User Groups

NetSuite has an active community of users and partners who are always willing to help answer questions and provide advice. 

The NetSuite Community is a forum where you can ask questions, share ideas, and connect with other NetSuite users. The community is organized into different categories, making it easy to find relevant discussions.

In addition to the community, NetSuite User Groups meet regularly to discuss best practices, share tips and tricks, and network with other users. These groups are a great way to learn from others who are using NetSuite in similar ways.

These self-service resources can be valuable tools for getting help with NetSuite. Whether you're looking for answers to common questions or need help troubleshooting an issue, these resources can help you quickly find the information you need.

Advanced NetSuite Support Options

If you are looking for advanced NetSuite support, there are several options available. These options are designed to provide you with higher support and assistance, ensuring you can get the most out of your NetSuite system.

Premium and Advanced Customer Support

NetSuite offers both premium and advanced customer support options. These support options are designed to provide you with the highest level of support and assistance available. 

With premium support, you will have access to a dedicated support team that can help you with any issues or questions you may have. Premium Support offers faster response times and personalized assistance.

If you need the highest level of support, Advanced Support provides 24/7 support, a dedicated support manager, and proactive monitoring to help prevent issues before they occur. They also provide prescriptive product optimization guidance and hands-on configuration assistance.

Education Services and Training

NetSuite also offers education services and training options. These options are designed to help you and your team get up to speed with NetSuite quickly and easily. 

Whether you are new to NetSuite or just need a refresher, these training options can help you get the most out of your system. NetSuite offers a variety of training options, including online courses, instructor-led training, and custom training solutions.

Partners and NetSuite Professionals

Another option for advanced NetSuite support is to work with a NetSuite partner or professional. 

These partners and professionals have extensive experience working with NetSuite and can provide you with the support and assistance you need to get the most out of your system. 

They can help you with everything from implementation to customization and ongoing support.

There are several advanced NetSuite support options available to you. Whether you choose premium or advanced customer support, education services, and training or work with a NetSuite partner or professional, you can be confident that you will receive the support and assistance you need to get the most out of your NetSuite system.

Conclusion

Managing NetSuite effectively can significantly enhance your business operations, but it's not without its challenges. You can maintain smooth and efficient workflows by understanding common issues and knowing how to troubleshoot them. 

This guide has provided practical solutions and best practices to keep your NetSuite environment running optimally, ensuring that you can handle any obstacles that come your way.

To further bolster your team's capabilities and find the best NetSuite Administrators for your business, download Atticus Solutions' Salary Guide. 

This comprehensive resource offers valuable insights into market trends and helps you make competitive offers to attract top talent. 

Don't miss out on this essential tool—download the guide today and ensure your business remains ahead of the curve.

Download the Salary Guide to compare average salaries of top NetSuite ERP professionals.

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