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"There was an issue with the Box SuiteApp" in Box Content Tab for One Box for NetSuite User

Troubleshooting

Issue

Occasionally it can occur that a single user of the Box For NetSuite integration will receive a "There was an issue with the Box SuiteApp" error in the Box Content Tab. 

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Cause

The association between a Box Managed User and a NetSuite Employee is defined in a record type called a "Box - Account Association". One and only one record of this type must exist. If no records of this type exists, or if multiple records relating to either the Box Managed User or NetSuite Employee in question exist, the above error is received.

 

Resolution

Check that the integration is associating your NetSuite user to the correct Box User ID.  Here's how you would find this User ID in Box and then check for an existing association for the given User ID in Box for NetSuite:
 

  • Log into box.com to collect this user's User ID.
  • Click the profile icon in the top right of the Web App.
  • Select Account Settings
  • Scroll down. Take note of the "Account ID". This is synonymous with Box User ID.
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  • In NetSuite navigate to Customization > Lists, Records & Fields > Record Types
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  • Click "Box - Account Association" (list)
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  • On The List Page click "Search"
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  • If a Saved Search that allows you to search by Box User ID does not yet exist, create one.
  • Click "Use Advanced Search"
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  • Filter by "Box User ID

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  • Submit the search:

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If multiple "Box - Account Association" records exist for a single Box User ID, delete any extraneous associations.

Repeat these steps to run a search on "Box - Account Associations" for the NetSuite Employee ID in question. If multiple "Box - Account Association" records exist for a single NetSuite Employee ID, delete any extraneous associations.

If no Box Account Associations exist for either ID, take the following steps to create one: 

  • In NetSuite, navigate to Employees > Employees.
  • Next to your own name click "View"
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  • In the URL of the Employee record page take note of the number after ?id= in the URL. This is your NetSuite User ID.
  • Navigate to Customization > Lists, Records & Fields > Record Types
  • Click "Box Account Association" (list)
  • Click "New Box Account Association"
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  • Enter your NetSuite User ID and Box User ID in their respective fields. Click Save.