Understanding the Issue
Users may see a successful sync for the Bill data itself, but the Attachments fail to appear in NetSuite. The following error message typically appears in the Procurify Sync Log:
"Error details for Attachment: We've encountered an error while sending this request to the NetSuite API. Please contact [email protected] if this problem persists."
The Root Cause: Our third-party integration host, Merge, uses a combination of the File Name and the Destination Folder to generate a unique ID for the attachment. If you attempt to sync an attachment with a file name that has already been used for a previous bill, the system cannot create a unique record, causing the sync to fail.
Step-by-Step Resolution: Renaming and Re-syncing
To resolve this error, you must ensure the attachment has a unique filename before attempting to sync again.
Identify the Affected Bill: Navigate to the Payments or Accounts Payable module and locate the Bill currently displaying the "Sync Error" status.
Download the Attachment: Open the Bill details, find the attachment, and download it to your local device.
Delete the Original Attachment: * Click the Trash/Delete icon next to the attachment within the Procurify Bill.
Note: This is necessary to clear the "stuck" file record from the sync queue.
Rename the Local File: On your computer, right-click the file and rename it.
Best Practice: Append the Procurify Bill ID or the Date to the name (e.g., change
Invoice.pdftoInvoice_Bill12345.pdf).
Re-upload to Procurify: Drag and drop the newly renamed file back into the Attachments section of the Bill.
Retry the Sync: * Navigate to your Integration/Sync dashboard.
Select the Bill and click Retry Sync.
Troubleshooting & Tips
Duplicate Names: Even if the content of the file is different, the integration will fail if the string of text in the filename is identical to a file previously sent to NetSuite.
Special Characters: Ensure the new filename does not contain prohibited characters (e.g.,
#,%,&,*) which can sometimes trigger secondary API errors.Size Check: While the error usually pertains to names, verify the file is under the standard NetSuite/Procurify limit (usually 10MB for smooth syncing).