We are actively working with NetSuite to identify the root cause and resolution for the data sync issue. NetSuite has advised that customers experiencing this issue should contact their Support team directly, as they are best equipped to resolve it. If NetSuite requires our assistance, the Tipalti team is available to collaborate via email or Zoom. Please let us know how we can support you in the process.

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When opening the ticket with NetSuite support, please share the following details and edit any bold text.

Description:
Currently multiple payers are experiencing an issue where we are failing to get accounts from NetSuite.

The flow is as follows:
We send GET request to get accounts
Some pages returns status_code 200 and in a specific page the request fails and in consistently failed in the same page.
The response is: UNEXPECTED_ERROR - An unexpected error occurred. (Error ID that shown in SOAP logs: m7sseixp160dm2cvfv3wu)

1. Kindly specify the account ID affected.
The affected account ID is:
someName - accountId: <to be added here>

2. Kindly provide the specific individual who encountered the error and the role used.
somName, and for example specifiy: "The role used for the customers is with full access permissions." (or any other permissions it has)

3. What are the exact steps taken to reproduce the problem?
Send GET request for record type accounts with those parameters: wsdlVersion=v2022_1_0, pageSize=200 and then go with the searchID received over the pages. In one of the pages the request will fail with UNEXPECTED_ERROR. If we continue to next page, we received data and not an error.

4. What is the actual result (Please send a screenshot of the error message, if any.)?
On a specific page we failed with this error: "Bad Request: ERROR|UNEXPECTED_ERROR|An unexpected error occurred. Error ID: m7pvyvuigekdzw6oyy8e\"

5. What is the expected result?
The request won't fail and we will get the accounts on this page.

6. When did you first encounter the problem (please specify exact date)?
2025-02-17 19:19:20:350 (According to timezone GMT).

7. Had this been used successfully before this date?
Yes, till this time we got the data ok.

8. When was it last known to be working?
2025-02-17 18:59:09:725 (According to timezone GMT)

9. In what environment(s) does it work correctly? (Production, SB, RP or other?)
Dev, Sandbox, and Production (for other payers)

10. Are you aware of any changes done on your end which may have prompted this?
No changes from our side in that domain.

11. Do you currently have a workaround for this? If yes, what is the workaround? If there is a workaround, would it be feasible in the long run? If no, may we know the reason why?
We do not have a workaround.

12. What are the business processes blocked by the concern?
Getting data from the ERP and syncing data to the ERP because accounts are critical for the other record types.

13. Will there be deadlines that might be missed if this issue is not resolved? If yes, please specify exact date and the type of deadline. What are the repercussions should we not be able to meet the set deadline?
Specifiy here (for example: end of month urgency)

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