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Common Errors and How to Fix Them

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Use this guide for help to resolve common error messages experienced in Solution 7.

If the error you are experiencing does not appear in this list, please raise a ticket with the Support team.

Configuration File Does Not Exist or Is Not Configured

Resolution

This error appears when Solution 7 cannot find a valid configuration (.con) file telling it how to connect to your NetSuite account. This can happen if the configuration file has been renamed, moved, deleted or if the file is stored on a location accessed via VPN and you have not connected to the VPN.

Save one config file to a shared drive. When adding new users, simply point them to that file — they only enter their own credentials. The Account ID and Server URL are identical for everyone in the same NetSuite account.

  1. Select Change File.

  2. Find/select your configuration (.con) file.
  3. Enter the user's NetSuite credentials.

  4. Enter the user's Role Id.

  5. Click OK.

SuiteAnalytics Connect Is Missing or the Wrong Version Is Installed

Resolution

This error means the SuiteAnalytics Connect ODBC driver — the component that lets Excel talk to your NetSuite data — either isn't installed, or the installed version doesn't match your version of Excel.

The driver bitness must match your Excel installation (32-bit or 64-bit) — not your Windows operating system. Installing the wrong version is the most common cause of activation failure.

  1. Check the bitness of your Excel install by selecting the About button on the S7 ribbon. The bitness of Excel is shown after the Solution 7 version number.
  2. Download and install the corresponding version of the SuiteAnalytics Connect driver from NetSuite.

The ODBC driver does not support Single Sign-On. If the customer is planning to move to SSO, the Solution 7 Reporting role must be kept on username/password authentication. Every S7 user will need standard credentials specifically for this role.

The ODBC installer can appear to complete before it has fully registered. Users must click through all the way to the Finish button. If the installer appears to close early, the driver has not installed correctly and S7 will fail to activate. If the ODBC driver does not install properly, the customer must contact their IT team.

Check Your Login Credentials and Connection Attributes

Resolution

This message means the username, password, account ID or role ID entered is incorrect.

  1. Ensure the email address and password are the correct user's NetSuite login credentials.

  2. Ensure the account ID and role ID in the Advanced section is valid for the user.
  3. Ensure the user's password does not contain a semi-colon (;) or any other special characters.

Your Account Was Locked for 30 Minutes Due to Too Many Login Failures

Resolution

NetSuite automatically locks an account after more than six consecutive failed login attempts, whether they come from Solution 7 or elsewhere.

Logging into NetSuite successfully via a web browser resets the failed-login counter immediately, so you may not need to wait the full 30 minutes.

  1. Before activating Solution 7, check your NetSuite credentials carefully.
  2. Wait 30 minutes before trying to activate Solution 7 again, or contact your NetSuite administrator to reset your password (which also unlocks the account).

You do not have permission to use SuiteAnalytics: Connect Service

Resolution

This message can suggest that either the role ID has been entered incorrectly in the configuration, or the SuiteAnalytics Connect feature is unavailable.

  1. Ensure the account ID and role ID in the Advanced section is valid for the user.

  3. Ensure the ‘SuiteAnalytics Connect’ feature is enabled in NetSuite.

  4. Ensure the ‘SuiteAnalytics Connect’ permission is available on the Solution 7 role.

Error Parsing Connect String at Offset

Resolution

This message suggests there is an unsupported special character in your NetSuite password that is breaking the ODBC connection string.

Semicolons ( ; ), percent signs ( % ), and asterisks ( * ) are known to break the ODBC connection string parser. Advise users to avoid these characters when setting a NetSuite password used with Solution 7.

  1. Change your NetSuite password, excluding any special characters.
  2. Update your password in the Solution 7 configuration to match your new NetSuite password.
  3. Click OK and activate Solution 7.

Unable to Connect to NetSuite, Token-Based Authentication Failed

Resolution

This means Token-Based Authentication (TBA) — required by Solution 7 to manage licenses and upload budgets — isn't enabled on the NetSuite account or role.

Best practice is to use the standard Solution 7 Reporting role which is installed as part of bundle ID 297018. Once the Token Based Authentication module is enabled in NetSuite, the role will automatically have the ‘user access tokens’ permission enabled.

  1. Login to NetSuite using an Administrator role and select Setup -> Company -> Enable Features.

  2. From the Enable Features page, click SuiteCloud.

  3. Check the Token-Based Authentication box.

  4. Click Save.

  5. If using a custom role, add the ‘user access tokens’ permission.

Some high-privilege permissions can automatically enforce TBA at a user level, rather than a role level. If you still see this error message after following all the steps, check the global permissions on the user record and remove any ‘access token management’ permissions.

This data source is not accessible for roles requiring Two-Factor Authentication (2FA)

Resolution

NetSuite Web Services — which Solution 7 relies on for license management and budget uploads — does not currently support Two-Factor Authentication (2FA). A dedicated non-2FA role is needed to work around this.

Enforcing 2FA on the Solution 7 Reporting role will break the web services connection. The workaround is to customize the Solution 7 Reporting role and enable ‘web services only' on the role. This role will retain S7’s ODBC and Web Services connections while restricting the users from logging to the NetSuite UI with the role.

  1. Login to NetSuite as an Administrator and assign the Solution 7 Reporting role to the user’s employee record.

  2. Click Save.

The Custom Record Type 'Solution 7 Sessions' Does Not Exist

Resolution

This appears when moving from a Solution 7 trial to a production licence. Production accounts need the 'Solution 7 — Excel Financial Planning' bundle installed to create the required custom records.

  1. Login to NetSuite using an Administrator role.

  2. Select Customization > SuiteBundler > Search & Install Bundles.

  3. In KEYWORDS, enter the bundle ID '297018' and click Search.

  4. Select the 'Solution 7 — Excel Financial Reporting' bundle (ID 297018) and click Install.

Network Problem, Host Resolution Failure

Resolution

This message indicates your network is preventing Solution 7 from reaching NetSuite's servers at all — typically a DNS, firewall, or proxy configuration issue.

Many corporate firewalls and proxies block outbound ODBC/NetSuite traffic unless specifically allow-listed. Loop in your IT team early using the firewall and proxy guide rather than troubleshooting this alone.

  1. Ensure your configuration is set up as per the Solution 7 Install & Setup guide.
  2. Check with your internal IT team to see if your network is blocking access to Solution 7.

TCP/IP Error, Connection Refused/Connection Reset by Peer

Resolution

Like a host resolution failure, this points to a network issue — but here your machine found NetSuite's server and was actively refused a connection, usually because a specific port is blocked.

  1. Ensure your configuration is set up as per the Solution 7 Install & Setup guide.
  2. Check with your internal IT team to see if your network is blocking access to Solution 7.

Excel Cannot Access 'Solution 7.xla' — Document May Be Read-Only or Encrypted

Resolution

This message almost always means antivirus software is blocking Solution 7's add-in file. 

Some antivirus tools quarantine the file before you add the exception. After whitelisting the path, confirm the .xla file itself hasn't been moved or deleted — you may need to restore it from quarantine or reinstall.

Loop in your IT team early using the firewall and proxy guide rather than troubleshooting this alone.

  1. Check your antivirus settings to see if either of the following paths is blocked:
  2. C:\Program Files\Solution 7\Solution 7.xla
  3. C:\Program Files (x86)\Solution 7\Solution 7.xla
  4. In the antivirus software, create an exception, exemption, or rule to allow the blocked path.

Failed to Refresh 'NSSubsidiaries' — Unable to Find Object Definition

Resolution

This means the Standard edition of Solution 7 is installed, but the NetSuite account is a OneWorld account, which requires the OneWorld edition instead.

If your NetSuite account has multiple subsidiaries or the Subsidiaries feature enabled under Company Information, you're on OneWorld and need the OneWorld edition of Solution 7.

  1. Uninstall the current (Standard) version of Solution 7.
  2. Reinstall the OneWorld version of Solution 7.

Object Reference Not Set to an Instance of an Object

Resolution

This generic error typically means Solution 7 is running an outdated version that no longer matches your NetSuite environment.

  1. Update your Solution 7 software to the latest version from here.
  2. Restart your computer.

Adapter Not Found

Resolution

This error means the custom adapter is disconnected from the configuration. 

Store adapter files in a stable shared folder along with the configuration (.CON) file and use a relative path where possible. This helps prevent adapters disconnecting when workbooks are moved between users or environments.

  1. Open Solution 7 and click Configure → Adapters.
  2. Select the disconnected adapter (it will be red).

  3. Click Change → Change File Path.

  4. Navigate to the adapter location and select the file.
  5. Once turned blue, click Change.

  6. Select Set as Relative Path and click OK.

  7. Click Activate.

#VALUE! Error in Workbook

Resolution

A #VALUE! error in a Solution 7 formula suggests S7 or the ODBC driver cannot identify a required formula parameter. 

This error often happens when a value is typed or pasted directly into an argument instead of selected via Lookup, which breaks the reference format Solution 7 expects.

  1. Select the cell showing #VALUE! and click the small fx button.

  2. With your cursor in each function argument, use 'Lookup' to select a value and confirm each field is in the correct format.

  3. Click OK.

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