Troubleshooting
Common Issues & Solutions
Quick reference guide for resolving the most frequent issues encountered during Licentra NetSuite integration. See More:
Critical Issues
Bundle Installation Fails
Symptoms:
- Installation process stops or fails
- Error messages during bundle installation
- Bundle not appearing in installed list
Possible Causes:
- Insufficient NetSuite permissions
- NetSuite version incompatibility
- System maintenance in progress
- Network connectivity issues
Solutions:
- Verify Administrator permissions - Ensure you have SuiteBundler access
- Check NetSuite version - Confirm compatibility with Licentra bundle
- Try during off-peak hours - Avoid system maintenance windows
- Contact NetSuite support - For platform-related issues
Configuration Validation Fails
Symptoms:
- License Viewer shows empty sublist
- Error messages in configuration
- Connection timeout errors
Possible Causes:
- Incorrect Client ID or License Secret
- Wrong License Server URL
- API Secret not properly configured
- Network connectivity issues
Solutions:
- Verify credentials - Check Client ID and License Secret from Licentra portal
- Confirm server URL - Use correct environment URL
- Check API Secret - Ensure "Allow for all Scripts" is checked
- Test network connectivity - Verify outbound HTTPS access
Configuration Issues
Invalid Client ID
Symptoms:
- Authentication errors
- "Invalid credentials" messages
- Empty license data
Solutions:
- Copy Client ID exactly from Licentra portal
- Check for extra spaces or characters
- Verify environment - Use correct credentials for your environment
- Contact Licentra admin for credential verification
API Secret Not Found
Symptoms:
- "Secret not found" errors
- Configuration validation fails
- Script access denied
Solutions:
- Verify secret ID spelling in configuration
- Check secret exists in API Secrets list
- Confirm "Allow for all Scripts" is checked
- Recreate secret if necessary
Wrong License Server URL
Symptoms:
- Connection timeout errors
- 404 or server errors
- Environment mismatch issues
Solutions:
- Use correct environment URL:
- Production:
https://production.licentra.api.bringitproducts.com - Development:
https://development.licentra.api.bringitproducts.com
- Production:
- Verify URL format - Must be valid HTTPS
- Check network access - Ensure firewall allows outbound HTTPS
Authentication Issues
License Secret Invalid
Symptoms:
- Authentication failures
- "Invalid credentials" errors
- Connection refused
Solutions:
- Copy License Secret exactly from Licentra portal
- Check for extra characters or spaces
- Verify secret is current - Not expired or rotated
- Confirm environment - Use correct secret for environment
API Secret Access Denied
Symptoms:
- "Access denied" errors
- Script execution failures
- Permission errors
Solutions:
- Check "Allow for all Scripts" setting in API Secret
- Verify user permissions for API Secrets access
- Confirm NetSuite role has required permissions
- Recreate API Secret with proper settings
Network Issues
Connection Timeout
Symptoms:
- Slow or failed connections
- Timeout error messages
- Intermittent connectivity
Possible Causes:
- Firewall blocking outbound HTTPS
- Network congestion
- DNS resolution issues
- Corporate proxy settings
Solutions:
- Check firewall rules - Allow outbound HTTPS (port 443)
- Test network connectivity - Use curl or ping to test
- Configure proxy settings - If using corporate proxy
- Contact IT team - For network infrastructure issues
SSL Certificate Issues
Symptoms:
- SSL/TLS errors
- Certificate validation failures
- Security warnings
Solutions:
- Verify HTTPS URLs - Ensure using secure connections
- Check system time - Ensure accurate for certificate validation
- Update certificates - If using custom certificates
- Contact support - For certificate-related issues
License Management Issues
No License Data Displayed
Symptoms:
- Empty License Viewer
- No subscriptions shown
- Missing feature information
Solutions:
- Click "Refresh Token from Server" in License Viewer
- Check error messages below refresh link
- Verify configuration is correct
- Contact Licentra admin for license verification
License Enforcement Not Working
Symptoms:
- Licensed features accessible without validation
- No license restrictions enforced
- Missing validation checks
Solutions:
- Verify bundle installation is complete
- Check configuration is active and correct
- Test license validation in License Viewer
- Contact support for enforcement issues
Environment Issues
Wrong Environment Configuration
Symptoms:
- Test data in production
- Production data in development
- Environment mismatch errors
Solutions:
- Verify License Server URL matches environment
- Check credentials are for correct environment
- Confirm environment in Licentra portal
- Update configuration if necessary
Environment Switching Problems
Symptoms:
- Configuration not updating
- Old environment data still showing
- Cache-related issues
Solutions:
- Clear browser cache and cookies
- Refresh License Viewer after configuration change
- Wait for propagation - Changes may take a few minutes
- Restart NetSuite session if necessary
User Interface Issues
License Viewer Not Loading
Symptoms:
- Page doesn't load completely
- Blank or error pages
- JavaScript errors
Solutions:
- Check browser compatibility - Use supported browsers
- Clear browser cache and cookies
- Disable browser extensions temporarily
- Try different browser to isolate issue
Configuration Page Errors
Symptoms:
- Configuration page not accessible
- Field validation errors
- Save operation fails
Solutions:
- Verify user permissions for configuration access
- Check field values for format requirements
- Try saving in sections - Don't fill all fields at once
- Contact NetSuite admin for permission issues
Advanced Troubleshooting
Diagnostic Steps
When encountering issues, follow these steps:
- Check error messages - Note exact error text
- Verify configuration - Review all field values
- Test connectivity - Use network diagnostic tools
- Check permissions - Verify user access rights
- Review logs - Check NetSuite system logs
- Contact support - Provide detailed error information
Information to Collect
When contacting support, provide:
- Exact error messages and screenshots
- Configuration details (without sensitive data)
- NetSuite environment and version
- Steps to reproduce the issue
- Recent changes made to configuration
- Network environment details
Getting Help
When to Contact Support
- Critical functionality not working
- Security-related issues or credential problems
- Configuration problems not resolved by this guide
- Performance issues affecting operations
Support Channels
- NetSuite Support: For NetSuite platform issues
- Licentra Administrator: For credential and access issues
- BringIT Support: For integration and technical issues
- IT Team: For network and infrastructure issues
Emergency Contacts
For critical production issues:
- Priority Support: Available for production environments
- 24/7 Support: For critical business impact issues
- Escalation Procedures: For unresolved issues
Related Documentation
- Configuration Fields - Complete field reference
- API Secrets - Managing authentication credentials
- Environment URLs - Server endpoint information
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