No Record Details Found in Memory

Error Message

No record details found in memory for RECORD_ID '1234'.

Sync Process

NetSuite Customer

Cause

This typically means the NetSuite customer references a parent customer that is not set to sync or there was an unexpected sync error and therefore cannot find a reference ID for that parent record when attempting to create/update the Zuora Customer Account.

Resolution

Make sure all of the given NetSuite customer’s parent records are set to Sync to Zuora=Yes and try again.

If issue persists, review the sync logs for another warning or error related to the parent customer record. If found, take appropriate corrective action to get the parent customer to sync successfully.

Not Enough Accounting Periods in Range Specified for Revenue Recognition

Error Message

NetSuite Warning: Warning received from NetSuite for record "record": (Error Received during Netsuite Update

Code: INSUFCNT_NUM_PRDS_FOR_REV_REC

Type: ERROR

Message: Not enough accounting periods in range specified for revenue recognition.

) null

Sync Process

Invoice

Cause

If Accounting Periods are enabled (Setup > Company > Enable Features > Accounting), you must create Accounting Periods to accommodate the length of the Revenue Recognition Schedule referenced on the Invoice Items.

For example, if your Revenue Recognition Schedule extends from 2011 into 2013, you will need to make sure Accounting Periods exist for 2011, 2012, and 2013.

Resolution

Contact your NetSuite administrator to create additional Accounting Periods. Within NetSuite, go to Setup > Accounting > Manage Accounting Periods . The most common need is to configure Set Up Year for a future fiscal year.

Line Items on this Transaction Have Variable Revenue Recognition Templates, But Do Not Have the Required Project Populated

Error Message

Warning received from NetSuite for record "record": (Error Received during Netsuite Update Code: REV_REC_TMPLT_DATA_MISSING Type: ERROR Message: One or more line items on this transaction have Variable Revenue Recognition Templates, but do not have the required project also populated. Please either change the Template for these items or indicate which project will be used to schedule the recognition of revenue.

Sync Process

Invoice

Cause

When syncing Invoice Charges with references to NetSuite Projects and variable Revenue Recognition Templates, there are a number of record configurations that must align.

Resolution

Check the following:

1. The associated Zuora Subscription has the NetSuite Project field set to a valid internal ID (not the name) of a NetSuite Project.

2. The relevant Zuora Charges have a Revenue Recognition Template selected AND have the NetSuite Revenue Recognition Template Type field set to Variable.

3. The reference Revenue Recognition Template exists in NetSuite with the same name and is configured as a Variable type.

Error Executing NetSuite Operation: Unexpected Error

Error Message

Error executing NetSuite operation. An unexpected error occurred. Error ID: Error ID

Sync Process

Initialization, any

Cause

1. Invalid NetSuite credentials (including leading/trailing whitespace around values, such as Account ID)

2. Invalid NetSuite request

3. Temporary internal processing error within NetSuite

Resolution

1. Modify the Integration Preferences > Connection Information , carefully re-enter your NetSuite credentials (make sure to not copy leading or trailing whitespace if copy-and-pasting values), and try again.

2. Try to obtain the failed NetSuite request and response data from within NetSuite: Setup > Integration > Web Services Usage Log > adjust time filters and look for recent FAILED actions. Download and forward the Request and Response data to Zuora Global Support.

3. In many cases simply retrying the sync at a later time resolves the issue. If the error persists, download and forward the Request and Response data and raise to NetSuite support for further investigation.

Error Executing NetSuite Operation: Only One Request Per Session

Error Message

Error executing Netsuite operation. Only one request may be made against a session at a time

Sync Process

Any

Cause

This NetSuite error occurs when more than one API call is made to NetSuite at the same time with the same user credentials. Typically, this means the user has other integrations with NetSuite outside of the NetSuite Connector solution.

Resolution

• Attempt to coordinate the schedules of the NetSuite Connector sync with the custom integrations to avoid them running at the same time.

• Use different credentials for NetSuite Connector.

• Contact NetSuite to learn more about purchasing concurrent connection licenses.

Error Received During NetSuite Query

Error Message

Code: INVALID_KEY_OR_REFType: ERRORMessage: Invalid internalId reference key ?

Sync Process

Any

Cause

This error occurs due to an invalid internalId reference key in the NetSuite integration ID field.

Resolution

To resolve this issue, set the NetSuite integration ID field to blank. Do not manually update the integration field, as the connector will automatically manage these updates once the sync process is complete.

Apply Amount Cannot Be Larger than the Invoice Balance

Error Message

Warning received from Zuora for record "record": (INVALID_VALUE) Apply amount can not be larger than the balance of invoice.

Sync Process

Payment

Cause

The error indicates that for the specified account, the apply amount cannot be larger than the balance of invoice. This can occur when an account in Zuora has an invoice that has already been paid. If in NetSuite the payment is greater than that any remaining balance (or greater than 0 if the invoice has been fully paid), the payment cannot be synced to Zuora.

Resolution

• Remove the payment in NetSuite.

• Remove the external payments under the accounts and restart the sync.

Nested connector call returned more than 1 document

Error Message

Nested connector call returned more than 1 document.

Sync Process

NetSuite Payment

a. Cause

A previous sync error has left a payment in an intermediate status resulting in the creation of duplicate draft payment records in Zuora.

a. Resolution

1. In NetSuite, look for Payments with IntegrationStatus="Creating Payment..." or "Error Creating Payment". Note the internal ID of the record(s). (Tip: You can find the NetSuite internal ID by viewing the record in NetSuite and looking at the browser URL.)

2. In Zuora, look for corresponding payments already in Zuora where Integration ID matches the NetSuite internal ID. You should find two or more Zuora Payments.

3. In Zuora, cancel the Payments and clear out the Integration ID values.

4. In NetSuite, clear the Integration Status field on the payment.

5. Run the sync again.

b. Cause

Customer accounts failed to update

b. Resolution

You may intend to recreate an account in NetSuite with the same ID by adding ‘-1’ to the account ID in NetSuite and delete the Zuora integration ID in the account after syncing it from Zuora to NetSuite, while changing account details that require recreation.

But, when the Account lacks integration id and status, the Connector will create a new customer in Netsuite with the Zuora ID. The connector’s validation process will trigger a warning if the integration status of the customer’s Zuora account is Sync Complete but no integration ID is found, indicating “Integration ID field is mandatory. Please try again by entering a value”.

If your Zuora account integration status shows an error while creating or updating a customer, the connector will take the following action:

1. Make a call to Netsuite and retrieve the internal ID from Zuora ID.

2. Check if the internal ID already exists in Netsuite, and mark the account as Sync Complete.

Limitations

• Zuora does not detect any errors related to Nested connector call that returned more than 1 document. If the issue resurfaces for your accounts, you can solve it by removing the integration status field and setting it to empty.
• The connector will generate an error message "Nested connector call returned more than 1 document" if multiple accounts are created with the same Zuora ID.

Only Payments with Status Processed can be created

Error Message

(INVALID_VALUE) Only Payments with the Status Processed can be created as of version 64 of the API.

Sync Process

NetSuite Payment to Zuora Payment Sync

Cause

The WSDL version specified in the Integration Connection is higher than 69.0. Account sync is incompatible with the new date format for WSDL version 69 or above.

Resolution

Roll back the WSDL version to 63.0 or prior and re-run the sync.

Socket Timeout Exception

Error Message

Error executing Netsuite operation: ; nested exception is: java.net.SocketTimeoutException: Read timed out.

Sync Process

Any

Cause

This error occurs when the system cannot establish a connection with the servers of NetSuite or when the response from the server exceeds the configured timeout duration. This behavior may arise due to the following reasons:

• NetSuite might be undergoing planned maintenance, leading to temporary unavailability.

• Network delays or interruptions between the connector and NetSuite's servers can trigger this error.

• NetSuite servers may experience increased load during peak activity periods, causing delayed responses.

Resolution

Retrigger the sync after some time, or contact your NetSuite administrator to understand the downtime.