--- title: "Troubleshooting: 8x8 integration for NetSuite" slug: "troubleshooting-8x8-integration-for-netsuite-3-1" updated: 2026-08-02T15:57:28Z published: 2026-08-02T15:57:28Z canonical: "help.8x8.com/troubleshooting-8x8-integration-for-netsuite-3-1" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.8x8.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting: 8x8 integration for NetSuite Check out the following troubleshooting items for 8x8 integration with **NetSuite**: **Activity in **8x8 Work** and **8x8 Contact Center** does not trigger **screen pop** or call logs in **NetSuite**** - Ensure that you are connected to integration with **NetSuite**. - Go to **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-settings_18x18(48).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) **> Integrations** and enable the **Auto interaction log** option to automatically generate a call, chat, and voicemail log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well. - Make sure that a pop-up blocker is not preventing new tabs from opening from **NetSuite**. **My **screen pop** fails in CRM integration with **8x8 Work** and **8x8 Contact Center**** A **screen pop** failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites. **To clear the browser cache in Chrome** 1. Click the **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-more_18x18(39).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) icon in the top-right corner of your Chrome browser window. 2. Select **Settings** from the menu. 3. Click **Advanced** at the bottom of the page. 4. Under **Privacy and security**, select **Clear browsing data**. 5. Select the following check boxes from the list: - Cookies and other site data. - Cached images and files. 6. Click **Clear data**. **To allow pop-ups in Chrome** 1. Click the **More** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/icon-more_18x18(39).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) icon in the top-right corner of your Chrome browser window. 2. Select **Settings** from the menu. 3. Click **Advanced** at the bottom of the page. 4. Under **Privacy and security**, select **Site settings**. 5. Under **Unsandboxed plugin access**, click **Add** next to the **Allow** section. 6. Enter , and confirm. **Cases do not appear in incoming call search results** The 8x8 integration for **NetSuite** searches the CRM by phone number and only returns contacts, customers, and leads. Cases do not appear in incoming call search results because they are not stored against a phone number in **NetSuite**. When **Case** is enabled under **Search Types**, agents can manually search the CRM for existing Case records. For agents to view a case during a call they can: - Search for the case number using the search box. - Open the matched contact record and navigate to their cases. **The call activity log is not associated with a contact or company** **NetSuite** requires a contact to be associated with a Company. If no valid company is available, **NetSuite** rejects the record and the call log will not include a contact or company association. To ensure the call activity is logged correctly, agents must assign the contact to a company in **NetSuite** before logging the call. **The Insufficient permission error message displays on the screen for agents** If an agent using the integration for **NetSuite** receives the Insufficient permission error message when they log in to their account, the **Custom Record Entries** permission is missing for the role assigned to the agent. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/insufficient-permission-error(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) **To troubleshoot the Insufficient permission error message:** 1. Log in to your **NetSuite** admin account. 2. From the menu bar at the top of the **NetSuiteHome** screen, hover over **Setup** and navigate to **User/Roles > Manage Roles**. A new page displays. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/setup-manage-roles(5).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) 3. Click **Edit** next to the relevant role or create a new role. 4. Scroll down to the **Permissions** tab and click on the **Lists** sub-tab. 5. Click the blank line at the bottom of the list of permissions and select **Custom Record Entries**. 6. Choose the level for the permission. > [!NOTE] > Note: > > The minimum permission level required is **View**. Refer to [the list of minimum permission levels](/documentation/docs/install-8x8-integration-for-netsuite-3-1) for each permission category. 7. Click **Add**. The permission is added to the list. 8. Click **Save**. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/permissions-custom-record-entries(2).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) **The wrong role or account error message displays on the screen** If an agent using the integration for **NetSuite** is notified that their role doesn’t support OAuth2 login, you must ensure that the agent’s role has the **REST Web Services** and **Log in using OAuth 2.0 Access Tokens** permissions assigned. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/error-wrong-role(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) **To change the permissions for a user role:** 1. Log in to your **NetSuite** admin account. 2. From the menu bar at the top of the NetSuite **Home** screen, hover over **Setup** and navigate to **User/Roles > Manage Roles**. A new page displays. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/setup-manage-roles(6).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) 3. Click **Edit** next to the agent’s role or create a new role. 4. Scroll down to the **Permissions** tab and click on the **Setup** sub-tab. ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/setup-permissions-setup(1).png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A20%3A08Z&se=2026-11-03T23%3A20%3A08Z&sr=c&sp=r&sig=tgp5m%2Bp%2FGvnHVzpBv9ZyZAWb1ifNVVts7ukBepXBgtc%3D) 5. Check if the following permissions are assigned: - **REST Web Services** - **Log in using OAuth 2.0 Access Tokens** 6. If the permissions are missing, click the blank line at the bottom of the permissions list. 7. Select the **REST Web Services** permission. 8. Choose the level for the permission. > [!NOTE] > Note: > > The minimum permission level required is **Full**. 9. Click **Add**. 10. Click the blank line at the bottom of the list of permissions. 11. Select the **Log in using OAuth 2.0 Access Tokens** permission. 12. Choose the level for the permission. > [!NOTE] > Note: > > The minimum permission level required is **Full**. 13. Click **Add**. 14. Click **Save**.