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Troubleshooting

This guide helps you resolve common issues you might encounter while using RightInsight.

Common Issues

"I'm not receiving emails from RightInsight"

If you're not receiving emails from RightInsight:

  • Check Spam Folder: Look in your spam/junk folder for emails from RightInsight
  • Whitelist Email Address: Add [email protected] to your email whitelist or safe senders list
  • Check Email Filters: Ensure your email filters aren't blocking RightInsight emails
  • Verify Email Address: Confirm the email address in your RightInsight account is correct
  • Contact Support: If emails are still not arriving, contact support for assistance

"No saved searches found"

If you're not seeing any saved searches in RightInsight:

  • Check NetSuite: Ensure you have saved searches in your NetSuite account
  • Verify Connection: Check that your NetSuite connection is working properly
  • OAuth2 Authorization: Verify that OAuth2 authorization is complete
  • Permissions: Ensure your NetSuite user has access to saved searches

"Analysis failed"

If your analysis isn't working:

  • Check Data: Verify that your search returns data when run in NetSuite
  • Date Range: Try with a smaller, more focused date range
  • Question Clarity: Ensure your question is clear and specific
  • Search Size: Make sure your search isn't too large (keep under 4000 rows)
  • Data Quality: Check that your NetSuite search returns clean, relevant data

"Connection issues"

If you're having trouble connecting to NetSuite:

  • Credentials: Verify your NetSuite credentials are correct
  • OAuth2 Token: Check that your OAuth2 token is valid and not expired
  • Administrator: Contact your NetSuite administrator if you need help with permissions
  • Bundle Installation: Ensure the RightInsight bundle is properly installed in NetSuite

"Search returns no data"

If your saved search isn't returning any results:

  • Test in NetSuite: Run the search directly in NetSuite to verify it works
  • Date Filters: Check that your date filters are appropriate
  • Criteria: Review the search criteria to ensure they're not too restrictive
  • Permissions: Verify you have access to the data the search is trying to retrieve

"Analysis is slow or times out"

If your analysis is taking too long:

  • Search Size: Reduce the amount of data by using date filters or other criteria
  • Summarize Data: Use grouped and summarized data instead of raw transactions
  • Focus Questions: Ask more specific questions rather than broad ones
  • Check NetSuite: Ensure your NetSuite instance is performing well

Getting Help

Documentation Resources

  • Search Guide: Learn advanced techniques for building effective NetSuite searches
  • Home Page: Review the getting started information and best practices
  • Application Help: Use the help features within the RightInsight application

Contact Support

  • Feedback Widget: Use the feedback widget in the application for quick assistance
  • Support Team: Contact our support team for more complex issues
  • Documentation: Review additional guides available in the application

Before Contacting Support

When reaching out for help, please include:

  1. Description of the issue: What exactly is happening?
  2. Steps to reproduce: What were you doing when the issue occurred?
  3. Error messages: Any specific error messages you're seeing
  4. NetSuite environment: Your NetSuite account ID and any relevant details
  5. Browser information: What browser and version you're using

Prevention Tips

Best Practices

  1. Keep Searches Focused: Avoid overly broad searches with too much data
  2. Use Summarized Data: Group and summarize data in NetSuite when possible
  3. Appropriate Date Ranges: Use focused date filters for relevant periods
  4. Test First: Always test your NetSuite searches before using them with RightInsight
  5. Clear Questions: Ask specific, well-formed questions for better results

Regular Maintenance

  • Monitor Connections: Check that your NetSuite connection remains active
  • Update Searches: Keep your saved searches current and relevant
  • Review Results: Regularly verify that your searches return expected data
  • Team Training: Ensure all team members understand how to use RightInsight effectively

Need more help? Contact our support team or check the other documentation sections for additional guidance.