Troubleshooting the NetSuite Single Sign-On Integration

Note:

This help topic is a placeholder. Content will be added gradually to these pages. For information about troubleshooting the integration, see NetSuite Integration.

Please review the Help Center Updates regularly for a summary of changes made to NetSuite Integration help topics.

Scenario	Possible Solutions
The OpenAir screen in the PSA center tab shows the following message: Account mismatch from initial call to verify call	Check the NetSuite Account ID on the OpenAir NetSuite Connector Credentials form is correct. On the User Identification tab of the SuiteSignOn record in NetSuite, check that the Account box is checked.
The OpenAir screen in the PSA center tab shows the following message: The db_id passed is invalid	Check the `db_id` Integration variable for the connection point on the ConnectionPoints tab of the SuiteSignOn record.
The OpenAir screen in the PSA center tab shows the following message: Unable to verify the NetSuite user	On the User Identification tab of the SuiteSignOn record in NetSuite, check that the Internal ID box is checked.
The PSA center tab in NetSuite shows the following message: Unable to authenticate this user with NetSuite single sign-on.	Change the Shared Secret on the SuiteSignOn record for OpenAir in NetSuite and enter the new Shared Secret on the OpenAir NetSuite Connector Credentials form in OpenAir (Administration > NetSuite Connector > Credentials). Make sure the Shared Secret does not include special characters or spaces.
The OpenAir screen in the PSA center tab shows the following message: This user does not have access to Suite Sign-On.	Check the Allow NetSuite Single Sign-On box on the Employee Demographic form in OpenAir. Check the user was imported successfully from NetSuite into OpenAir and that the NetSuite Employee ID is correct on the Employee Demographic form in OpenAir.

Scenario

Possible Solutions

The OpenAir screen in the PSA center tab shows the following message:

Account mismatch from initial call to verify call

Check the NetSuite Account ID on the OpenAir NetSuite Connector Credentials form is correct.
On the User Identification tab of the SuiteSignOn record in NetSuite, check that the Account box is checked.

The OpenAir screen in the PSA center tab shows the following message:

The db_id passed is invalid

Check the db_id Integration variable for the connection point on the ConnectionPoints tab of the SuiteSignOn record.

The OpenAir screen in the PSA center tab shows the following message:

Unable to verify the NetSuite user

On the User Identification tab of the SuiteSignOn record in NetSuite, check that the Internal ID box is checked.

The PSA center tab in NetSuite shows the following message:

Unable to authenticate this user with NetSuite single sign-on.

Change the Shared Secret on the SuiteSignOn record for OpenAir in NetSuite and enter the new Shared Secret on the OpenAir NetSuite Connector Credentials form in OpenAir (Administration > NetSuite Connector > Credentials). Make sure the Shared Secret does not include special characters or spaces.

The OpenAir screen in the PSA center tab shows the following message:

This user does not have access to Suite Sign-On.

Check the Allow NetSuite Single Sign-On box on the Employee Demographic form in OpenAir.
Check the user was imported successfully from NetSuite into OpenAir and that the NetSuite Employee ID is correct on the Employee Demographic form in OpenAir.