Associating a category with your email lets you clearly see which emails have been attached to NetSuite at a glance. This article will help explain why a category may fail to be created as well as links to troubleshooting steps to resolve the issue.

Does this error mean my email did not attach to NetSuite?

Receiving this message does not imply that your email was not attached to NetSuite. It only indicates that CloudExtend was not able to automatically create a category label for your email. 

You can always manually assign a category such as "Attached to NetSuite" and we encourage you to take an extra step and add it.

Why does this occur?

Your version of Outlook may not support the Microsoft Category API or may be unlicensed

Customers using Outlook 2013 and earlier versions of Outlook 2016 will see this issue and can resolve it by upgrading to an Office 365 subscription.

The Outlook version may have moved to an unlicensed state. Check that your product has a valid license by following the instructions in this Microsoft article (check the license field). Note this article has separate instructions for Mac and PC.

The folder you are attaching from does not yet support auto categorizing

So much of what we do depends on the support of Microsoft. Certain email folders such as shared folders and search folders will not allow an add-in to automatically create a category and you will receive a message indicating that we could not create the category for you.

You are composing an email

Categories are not fully supported by the Microsoft API when attaching emails via compose mode. As of May, 2020, the Microsoft API is supporting adding a category for Outlook on the Web, Outlook desktop client for Mac (must be the latest monthly build), and it is not yet supported on Outlook desktop for PC in compose mode (ie while you are creating a new email).

Communication Issues

You may see this error when the app is not able to communicate with your Exchange Web Server. You can verify this by clicking the menu icon at the top right of CloudExtend, selecting Developer Settings -> System Diagnostics, and then clicking on REST URL.

Additional steps

  • Review this article which includes troubleshooting steps (at the bottom) and an overview of categories
  • We highly recommend upgrading to an Office 365 subscription or use Outlook on the Web
  • Ask your IT team to further troubleshoot your Exchange Server and the way it is configured to handle REST API responses (they can reach us at

Disable category feature to remove error message

If you've tried the above workarounds and are still receiving the category error for every email you attach you can temporarily disable the category feature from settings.
To disable categories click the menu icon (3 dots at top right of the App), navigate to settings, and then uncheck 'Enable Categories'.

Did this answer your question?