Viewing the SOAP Web Services Process Status Log

When ExtendSync is unable to attach an email to a NetSuite record, NetSuite Administrators can troubleshoot the issue by reviewing the SOAP Web Services Process Status Log or the SOAP Web Services Usage Log.

These logs contain the request and response XML sent between ExtendSync and NetSuite, which can help identify the cause of the error.

Our Support Team may also request these logs when investigating attachment issues.

ℹ️ This article is intended for NetSuite Administrators.

Understanding SOAP Web Services Process Status

Starting with ExtendSync v2.4.26 (August 2020 release), email attachments are processed asynchronously (in the background).

This means ExtendSync sends email attachment jobs to the NetSuite processing queue, improving performance and freeing up real-time processing resources.

ExtendSync then periodically checks (polls) the job status and updates each user’s Outlook app to indicate whether the email attach was successful or failed.

If a failure occurs, users may report that their email did not attach to NetSuite.
Admins can view these background jobs in NetSuite for more details.

How to View the SOAP Web Services Process Status Log

In NetSuite, go to:
Setup → Integration → Web Services Process Status

Each email attachment request is logged with a unique Job ID.
Review the list and look for any jobs marked as Failed.
Click into the record to view the Request XML and Response XML details.

💡 These logs can help pinpoint the exact reason an attachment failed, such as permission issues, authentication errors, or invalid record data.

View the SOAP Web Services Usage Log

Each background (async) job may send multiple requests to NetSuite.

Admins can review these individual requests and responses in the SOAP Web Services Usage Log.

To access:

Navigate to Setup → Integration → SOAP Web Services Usage Log
Locate the relevant request entries.
Click to view the Request XML and Response XML for detailed troubleshooting.

👉 For a step-by-step walkthrough (including a short video), see our related article: How to Access and Export SOAP Web Service Usage Logs in NetSuite

Tips for Troubleshooting

Check for any failed jobs in the Process Status Log.
Verify the user’s NetSuite role permissions — missing access can cause attachment errors.
Confirm the user’s bundle installation and that they are not using a Web Services Only role.
Review the XML logs to identify error codes or authentication issues.