Netsuite - Can't connect to Netsuite due to an authentication error via token (SOAP). #105783

Activity

1. applause-bot

   added

   DeployBlockerCashThis issue or pull request should block deploymentThis issue or pull request should block deployment

   BugSomething is broken. Auto assigns a BugZero manager.Something is broken. Auto assigns a BugZero manager.

   on Nov 3, 2026
2. applause-bot commented on Nov 3, 2026

   

   applause-botBot

   on Nov 3, 2026

   Author

   More actions

   While Applause doesn't embed attachments for this bug, here are the links for quick view:
   https://platform.applause.com/services/links/v1/external/bb06ee82197d573adce398c7e5dee9c406559a432df8cd6ee8d489140907a77c

   https://platform.applause.com/services/links/v1/external/f605fc674742a7850fe9f79d925fab24a4e6d7fdcc26b8a1f22d9c9db70f8f86
3. gleitebr

   added this to #expensify-bugson Nov 3, 2026
4. melvin-bot

   assigned

   francoisl

   on Nov 3, 2026
5. melvin-bot commented on Nov 3, 2026

   

   melvin-botBot

   on Nov 3, 2026 – with Melvin Bot

   More actions

   Triggered auto assignment to @francoisl (DeployBlockerCash), see https://stackoverflowteams.com/c/expensify/questions/9980/ for more details.
6. melvin-bot commented on Nov 3, 2026

   

   melvin-botBot

   on Nov 3, 2026 – with Melvin Bot

   More actions

   💬 A slack conversation has been started in #expensify-open-source
7. github-actions

   added

   Engineering

   HourlyKSv2KSv2

   on Nov 3, 2026
8. github-actions commented on Nov 3, 2026

   

   github-actionsBot

   on Nov 3, 2026 – with GitHub Actions

   Contributor

   More actions

   👋 Friendly reminder that deploy blockers are time-sensitive ⏱ issues! Check out the open `StagingDeployCash` deploy checklist to see the list of PRs included in this release, then work quickly to do one of the following:

   1. Identify the pull request that introduced this issue and revert it.
   2. Find someone who can quickly fix the issue.
   3. Fix the issue yourself.
9. MelvinBot commented on Nov 3, 2026

   

   MelvinBot

   on Nov 3, 2026

   Contributor

   More actions

   Deploy Blocker Investigation

   Causing PR: None found in App. Confidence that App isn't the cause: medium-high.

   Recommendation: Don't revert anything in App. This appears to be a backend/internal issue or a test-credential problem. A separate internal investigation is needed.

   • The SOAP request path is unchanged between production and staging.
   • The error text appears only when the server returns isAuthenticationError: true after it tries to connect to NetSuite.
   • "Not reproducible in production" doesn't prove a regression. The SOAP link is hidden on production, so the tester couldn't run these steps there.

   Investigation details

   SOAP link is non-production only. canSwitchToTokenAuthentication = !isProduction in NetSuiteTokenInputPage.tsx#L56-L60.

   SOAP path unchanged (production 2fc7706990f3 vs staging 89308067b4df). These files are identical: NetSuiteTokenInputPage.tsx, NetSuiteTokenAuthenticationLink.tsx, NetSuiteTokenSetupContent.tsx, NetSuiteCommands.ts, connections/index.ts, ConnectPolicyToNetSuiteParams.ts, NetSuiteTokenInputForm.ts (form type), and FormProvider.tsx. NetSuiteTokenInputForm.tsx differs only inside the OAuth branch. The SOAP branch at NetSuiteTokenInputForm.tsx#L67-L71 still sends the same three values through ConnectPolicyToNetSuite / UpdateNetSuiteTokens (NetSuiteCommands.ts#L25-L50).

   The error is server-driven. The message shows only when lastSync.isAuthenticationError === true (connections/index.ts#L323-L326, rendered in accounting/utils.tsx#L788-L791). The App never sets this flag itself.

   Staging PRs that touch NetSuite (both ruled out):

   PR	NetSuite change	Affects SOAP?
   [Part 7] Remove Onyx.connect(ONYXKEYS.SESSION) in /Session/index.ts: thread sesion through isAnonymousUser	Adds a session argument to connectToNetSuiteOAuthSetup. This runs only in the OAuth branch, which returns before the SOAP branch.	No
   Launch unified Connections: remove the beta and the pages it replaced	Changes back-navigation routes and removes the beta. No credential or parameter changes.	No

   No other PR in the checklist touches NetSuite, the connection actions, or the API parameters.

   Similar past issues:

   • [$250] WS Settings - Can't connect to Netsuite due to an authentication error had the same symptom. It was closed after retests stopped reproducing it.
   • NetSuite connection failures are always reported as "authentication error" even when the real cause is unrelated (e.g. missing subsidiary) shows that this flag can cover failures that aren't about authentication.

   Suggested next steps:

   1. An internal engineer should check the tester's ConnectPolicyToNetSuite requests from 2026-11-03 and see what NetSuite returned.
   2. Applause should confirm which 1Password credentials they used and whether the token is still valid.

   ---

   Next Steps: Reply with @MelvinBot <your feedback> to refine this analysis.

   ---

   view run
10. francoisl commented on Nov 3, 2026

    

    francoisl

    on Nov 3, 2026

    Contributor

    More actions

    Found the logs and they indicate some invalid credentials error. The connection flow from App started correctly, so I don't think this is an App blocker.
11. francoisl

    added

    DailyKSv2KSv2

    and removed

    HourlyKSv2KSv2

    DeployBlockerCashThis issue or pull request should block deploymentThis issue or pull request should block deployment

    on Nov 3, 2026