Troubleshooting

If you encounter issues or error messages while using the Subscription Metrics SuiteApp, refer to the table below for common problems, their causes, and suggested solutions. If the issue persists, contact your account administrator or NetSuite Customer Support.

Error Code/Message	Possible Cause	Resolution	Contact
Start Period must be earlier than End Period.	An incorrect start or end period was selected.	Select a start period that is earlier than the selected end period.	NetSuite Administrator
The selected date range cannot exceed {1} months.	A date range that exceeded 36 months was selected.	Select a date range that is within 36 months.	NetSuite Administrator
No accounting periods set.	An attempt is being made to generate ARR or MRR report without setting up any accounting periods.	To set up accounting periods, go to Setup > Accounting > Manage Accounting Periods.	NetSuite Administrator
The data cannot be displayed because no accounting periods are set for the subsidiary. To set up accounting periods, go to Setup > Accounting > Manage Accounting Periods.	An attempt is being made to generate ARR or MRR report without setting up any accounting periods.	Set up accounting periods at Setup > Accounting > Manage Accounting Periods.	NetSuite Administrator
Access to the page is unavailable for your role. Contact a user with the Administrator role for assistance.	SaaS metric feature or permission is not enabled in your account.	Enable required features at Setup > Company > Enable Features.	NetSuite Administrator
Loading data timed out. Try again.	A timeout occurred while loading data in the roll forward report.	Try again later.	NetSuite Administrator
Enable the SaaS Metrics feature to install the SuiteApp. To enable, go to Setup > Company > Enable Features.	SaaS Metrics feature is not enabled.	Enable the required features from Setup > Company > Enable Features.	NetSuite Administrator
<System generate error>. To reduce the file size, apply filters on the dashboard and try again.	An error occurred during the CSV import of reports.	Use a smaller filter range to reduce the file size. Adjust the filters on the SaaS 360 dashboard.	NetSuite Administrator
Incorrect dataset.	Dataset selected for the CAC KPI is incompatible and cannot be used.	Check the selected dataset and make sure you’re using the right columns. Find the dataset under the Analytics tab and the Datasets subtab.	NetSuite Administrator

Error Code/Message

Possible Cause

Resolution

Contact

Start Period must be earlier than End Period.

An incorrect start or end period was selected.

Select a start period that is earlier than the selected end period.

NetSuite Administrator

The selected date range cannot exceed {1} months.

A date range that exceeded 36 months was selected.

Select a date range that is within 36 months.

NetSuite Administrator

No accounting periods set.

An attempt is being made to generate ARR or MRR report without setting up any accounting periods.

To set up accounting periods, go to Setup > Accounting > Manage Accounting Periods.

NetSuite Administrator

The data cannot be displayed because no accounting periods are set for the subsidiary.

To set up accounting periods, go to Setup > Accounting > Manage Accounting Periods.

An attempt is being made to generate ARR or MRR report without setting up any accounting periods.

Set up accounting periods at Setup > Accounting > Manage Accounting Periods.

NetSuite Administrator

Access to the page is unavailable for your role.

Contact a user with the Administrator role for assistance.

SaaS metric feature or permission is not enabled in your account.

Enable required features at Setup > Company > Enable Features.

NetSuite Administrator

Loading data timed out. Try again.

A timeout occurred while loading data in the roll forward report.

Try again later.

NetSuite Administrator

Enable the SaaS Metrics feature to install the SuiteApp. To enable, go to Setup > Company > Enable Features.

SaaS Metrics feature is not enabled.

Enable the required features from Setup > Company > Enable Features.

NetSuite Administrator

<System generate error>. To reduce the file size, apply filters on the dashboard and try again.

An error occurred during the CSV import of reports.

Use a smaller filter range to reduce the file size. Adjust the filters on the SaaS 360 dashboard.

NetSuite Administrator

Incorrect dataset.

Dataset selected for the CAC KPI is incompatible and cannot be used.

Check the selected dataset and make sure you’re using the right columns. Find the dataset under the Analytics tab and the Datasets subtab.

NetSuite Administrator

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