Troubleshoot NetSuite SOAP Web Service Usage Logs

If you encounter an error with a NetSuite integration, you may be asked to provide SOAP Web Services Usage Logs from NetSuite. These logs show the requests sent from Emburse to NetSuite during configuration syncs or exports, along with NetSuite’s responses. Reviewing these logs helps identify the cause of integration failures.

This article explains how to locate and download the required logs in NetSuite.

Prerequisites

  • You have administrator access to NetSuite.
  • Your organization uses a NetSuite integration with Emburse Spend.
  • You know the approximate date and time when the error occurred in Emburse Spend.

Symptom

You see one or more of the following behaviors:

  • An expense export or configuration sync to NetSuite fails.
  • Emburse Spend displays an error related to the NetSuite integration.
  • Emburse Spend Support asks you to provide SOAP Web Services Usage Logs (and sometimes the Login Audit Trail) from NetSuite.

Cause

This issue typically occurs when NetSuite rejects or fails to process a SOAP request sent by Emburse Spend. Common reasons include:

  • Invalid or expired NetSuite credentials or tokens.
  • Permission or role issues in NetSuite.
  • Data validation errors (for example, missing or invalid field values).
  • NetSuite-side service errors during the time of the sync or export.

The SOAP Web Services Usage Logs record the request and response details needed to identify the specific failure.

Solution

Collect the required logs from NetSuite and provide them to Emburse Spend Support.

Download SOAP Web Service Usage Logs

  1. In NetSuite, hover over Setup.
    NetSuite SOAP Web Services Usage Log page showing a list of integration calls with columns for date, status, and operation. Several entries display a FAILURE status, with options to download the request and response files.
  2. Hover over Integration, and then select SOAP Web Services Usage Log.

The SOAP Web Services Usage Log page displays a list of integration calls between Emburse and NetSuite.

  1. Locate entries with a FAILURE status that match the timestamp of the error in Emburse Spend.
    NetSuite SOAP Web Services Usage Log page showing date and time filters, Integration set to Emburse Integration TB, and a results table listing SOAP requests with columns for job ID, action, record type, status, and links to view the request and response.
  2. For each relevant failure, download both the Request and the Response files.

Download the Login Audit Trail (If Requested)

If Emburse Spend Support also asks for the Login Audit Trail, complete the following steps:

  1. Go to Setup > Users/Roles > View Login Audit Trail.
  2. Check Use Advanced Search, and then select Results.
  3. Add the Detail and Request URI fields to the results.
    NetSuite Login Audit Trail Search page with Use Advanced Search enabled. The Criteria tab shows filters including Request URI is not empty and Role is Emburse Integration Role, with buttons for Submit, Export, and Create Saved Search.
  4. Run the search.
  5. Download the Login Audit Trail entries that match the timestamp of the error in Emburse Spend.

Next Steps

Provide the downloaded SOAP Web Service Usage Logs and, if applicable, the Login Audit Trail files to Emburse Spend Support. Include the date and time of the error and a brief description of what action you attempted when the error occurred.

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