---
title: "Troubleshooting 8x8 Work for NetSuite"
slug: "troubleshooting-8x8-work-for-netsuite"
updated: 2026-08-02T15:57:28Z
published: 2026-08-02T15:57:28Z
canonical: "help.8x8.com/troubleshooting-8x8-work-for-netsuite"
---

> ## 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 Work for NetSuite

Check out the following troubleshooting items for **8x8 Work for NetSuite**:

**Inbound calls go straight to voicemail and/or cannot make outbound calls**

Make sure you are logged in to the **8x8 Work** desktop or mobile apps, or have a working desk phone.

**Cases do not appear in incoming call search results**

The **8x8 Work for NetSuite** integration 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 Cases is enabled under **Search Types**, you can manually search the CRM for existing Case records.

To view a case during a call:

- 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, assign the contact to a company in **NetSuite** before logging the call.

**Ensure the correct Search Types are enabled**

**Search Types** allows you to control what CRM Objects are searched. These can be configured within your integration settings or [CRM Integration Profiles](/documentation/docs/admin-console-set-up-crm-integration-profiles).

> [!NOTE]
> Note
> 
> Users can only edit **Search Types** if permitted by the administrator.

To access Search Types in the integration:

1. Click the **Settings** ![](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/image-E91IYQOJ.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%3D)icon from the top of the **8x8 Work for NetSuite** integration app.
2. Click **Integrations**.
3. Scroll down to the **Search types**.

If permitted by the admin, you can enable or disable the search types to suit your organizational needs.

**Activity in **8x8 Work** does not trigger anything in **8x8 Work for NetSuite****

- Ensure that you are connected to integration with **NetSuite**.
- Go to **Settings > Integrations** and enable the **Auto interaction log** option to automatically generate a call log. A call log includes information about the time a call was initiated, terminated, duration and more.
- Make sure that a pop-up blocker is not preventing new tabs from opening from **NetSuite**.

**My **screen pop** fails while integrated with **8x8 Work****

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/image-GOIFFU9J.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%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/image-2QFSU0YV.png?sv=2026-02-06&spr=https&st=2026-11-03T22%3A19%3A36Z&se=2026-11-03T23%3A19%3A36Z&sr=c&sp=r&sig=wG8M2xzNYEaFu7Q9voIjbH8uoGXvQz%2FCBEUc9HXqsDM%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 <cloud8.8x8.com>, and confirm.