Support FAQ
The most common customer support questions submitted to the Support team. If the answer to your question cannot be found on this page, please submit a ticket and someone will reach out to help.
Q1: How do I install Solution 7?
If you are an IT administrator, please follow the steps 1-4 on the Admin Install & Setup page. If you are a user, please follow steps 5-6.
Q2: Can I get training on how to use Solution 7?
Yes — training is typically bundled with installation as an "install & training" call, but you can also request a standalone session at any time (e.g., for a new hire, or to go deeper on a specific area like budget uploads or advanced formulas). Ask your account manager or support to schedule one; sessions are commonly tailored to report building, budgeting, or custom fields depending on what your team needs.
Q3: How do I get a new NetSuite custom field or segment added to Solution 7?
This is handled as a custom adapter request. Please use this form to submit the new customization request custom field/segment name and how you would like to use it (e.g. in a formula, list, pivot table or drill down) to support, and the team will build and send you the custom adapter for you to use in Solution 7.
Q4: How do I renew my Solution 7 license, or request a new/full license?
Contact support or your account manager with your account name to request a renewal quote or a full license. Renewal invoices are issued ahead of expiry — if your license has already lapsed, support can usually issue a temporary license while the renewal is processed, so flag urgency if you're blocked.
Q5: How do I get in touch with my account manager or a dedicated point of contact?
Submit a request via support asking for your account manager's contact details, or ask to be assigned a dedicated contact if you don't have one.
Q6: I'm getting an ODBC driver error when activating Solution 7 — what do I do?
Install the correct SuiteAnalytics Connect ODBC driver from NetSuite — specifically the 64-bit version if your Excel/Office install is 64-bit. For more details, see our troubleshooting page.
Q7: Solution 7 won't activate due to incorrect connection attributes – what does this mean?
Double-check you're entering your NetSuite password (not your Microsoft/Windows password) correctly and that your password doesn't contain special characters. For more details, see our troubleshooting page.
Q8: My Solution 7 activation keeps failing again after being fixed — why?
This is normally caused by the configuration file being moved or edited after setup. If activation issues keep recurring on the same environment, ask your IT administrator about password-protecting the config file so it can't be accidentally changed or relocated. For more details, see our Admin Install & Setup page.
Q9: Why is 2FA blocking my Solution 7 activation?
If your NetSuite account has two-factor authentication enabled, the integration user/role Solution 7 uses must have 2FA disabled. Ask your NetSuite Administrator to give you the Solution 7 role in NetSuite. For more details, see step 4 of the Admin Install & Setup page.
Q10: Why don't I see the Subsidiary field or OneWorld options in Solution 7?
This usually means the Standard version of Solution 7 has been installed rather than the OneWorld version, which is required for multi-subsidiary functionality. Contact your IT administrator to uninstall the Standard version and reinstall the OneWorld version. For more details, see step 1 of the Admin Install & Setup page.
Q11: Why am I getting #VALUE errors in my Solution 7 formulas?
#VALUE errors suggest the formulas are having problems pulling data from NetSuite. Formula problems can arise from various causes, most commonly: a typo within the formula, a mismatch between OneWorld and Standard versions, missing NetSuite role permissions, or an issue on the customer's own ISP/network side rather than Solution 7 itself. Note when the error started (after an update? after a network change?) — that timing is usually the fastest way to narrow down which of these applies. For more details, see our troubleshooting page.
Q12: Why did Solution 7 get slower, or stop refreshing, since our account migration to the netsuite2.com data source?
The NetSuite 2.0 data source (NS2) is a new ODBC database structure introduced in the NetSuite 2026.2 release. If you've recently migrated to NS2 and are seeing this, raise a support ticket and contact your NetSuite support rep.
Q13: My formula amounts do not match NetSuite. How can I fix this?
Missing transactions is normally caused by missing role permissions. Your NetSuite Administrator must enable your Solution 7 role on any custom records you need for reporting. For more details, see our Role Permissions guide.
Q14: How can I de-activate an old user and transfer a license seat to a new user?
Solution 7 licenses are concurrent which means they can be shared amongst anyone in the team, as long as only the paid-for number of users have S7 activated in Excel at any one time. As the licenses are not named or assigned to individuals, users don't have to be deactivated and licenses don't need to be transferred.
Reporting FAQ
The most common customer reporting questions submitted to the team. If the answer to your question cannot be found on this page, please submit a ticket and someone will reach out to help.
Q1: How can I report on both my primary and secondary accounting books?
Solution 7 supports multi-book reporting. Use the Advanced Balances formulas to pull balances from any accounting book. You can also use the pivot tables to pull transaction lists from any accounting book.
For more details, see our Multi-Book guide.
Q2: Can Solution 7 pull transactions based on the date instead of the posting period?
Yes. Use the Advanced Balances (by date) formulas to specify a transaction date range using the 'From Date' and 'To Date' parameters.
For more details, see our Advanced Reporting guide.
Q3: How can I use Solution 7 to pull an open AR or AP report?
Use the 'Transactions - Aged' flattened pivot table to pull your open transactions by customer or vendor.
Q4: Is there a way to report by class, department or location in Solution 7?
Yes. Scroll down on the formula arguments screen to see the additional parameters. If you are using the Advanced Balances formulas, use the option/value pairs to build your formula.
For more details, see our Basic Concepts guide.
Q5: How can I pull balances by customer, vendor or project?
Use the Advanced Balances formulas to report by entities. Scroll down on the formula arguments screen and use the option/value pairs to build your formula.
For more details, see our Basic Concepts guide.
Q6: Can I exclude values in a formula? E.g. how can I exclude an account within the income range?
You can either specify the exact accounts within the formula using an array {4001,4002,4004}, or you can write one formula including all accounts (4*), then use a second formula to minus the account you wish to exclude. The formula would look something like this: =-NSGLABAL("SUB","4*","PERIOD")+NSGLABAL("SUB","4003","PERIOD"). You can use an array to exclude multiple accounts in the second formula.
Use this method to exclude other values like subsidiaries, departments, locations etc.
For more details, see our Advanced Reporting guide.
Q7: Can I report on non-posting transactions like purchase orders or sales orders?
Yes. Use the Advanced Balances formulas to pull POs, SOs and other transactions which don't hit the GL. You can also use the 'Transactions - Non-Posting' pivot table to pull a list of non-posting transactions.
For more details, see our Advanced Reporting guide.
Q8: Can I report on transactions that are pending approval in NetSuite?
For now, Solution 7 can only pull transactions that have been approved and posted into NetSuite.
Q9: Can Solution 7 help with my budget and forecasting process?
Yes. Solution 7 has a bi-directional connection to NetSuite which means you can both pull balances/budgets and upload budgets from Excel into NetSuite. Use the 'Budgets & Forecasts' feature to upload your budgets/forecasts directly into NetSuite. After you have uploaded your budgets/forecasts, use the NetSuite Budgets and Advanced Budgets formulas to pull the amounts back into Excel to use for your reports.
For more details, see our Budgets & Forecasts guide.
Q10: How can I use Solution 7 for multi-currency reporting?
You can use Solution 7 to build reports that use the consolidated exchange rates, currency exchange rates, account currencies and even budget rates that you have saved in your NetSuite account. Use the Advanced Balances formulas to specify the rate type (subsidiary context, transaction currency, result basis) to change the reporting currency from the default local Subsidiary currency.
If you wish to see specific exchange rates over time, use the NetSuite Currencies formulas. The NetSuite Currencies formulas allow you to pull either the consolidated rates or currency exchange rates.
For more details, see our Multi-Currency Reporting guide.
Q11: How can I exclude accounts which do not have a balance?
Use the Zero Suppression feature to hide accounts with a zero balance. Click 'Define Suppression' and select all your balances (including 0). Once you click OK, select the 'Suppress' button on the ribbon to hide all rows with a 0 balance.
You can make the suppression dynamic by selecting 'Suppress on cell changes' and selecting a cell which may change the context of the report i.e. the subsidiary or department etc.
For more details, see our Basic Concepts guide.
Q12: Am I able to send a report to someone on the team who does not have Solution 7?
Yes. Use the 'Lock/Drop Formulas' feature to freeze all Solution 7 formulas. Once the report is locked, someone without S7 can view the report without errors. A report can be unlocked and refreshed later, but if you use the feature to drop the formulas permanently, the formulas must be re-entered in the file to be refreshed.
Locking the S7 formulas is also useful if you wish to open the report in Google Sheets or if the report is particularly large.
For more details, see our Basic Concepts guide.
Q13: My report does not automatically update with new accounts added to NetSuite. Is there a way to change this?
Yes. Use the 'List and Table Manager' to edit the refresh options on your lists. Set the accounts list(s) to automatic refresh using the Edit -> Options button in the menu.
For more details, see our Basic Concepts guide.
Q14: I have built a monthly P&L but now want to build a monthly balance sheet. How can I do that?
To report on your account balances, use the NetSuite Balances formulas. Make sure you select the first ever NetSuite accounting period as your 'From Period' parameter and the period you wish to see the balance for, in the 'To Period' parameter.
Use the Advanced Balances formulas if you need to report your balance sheet by customer, vendor, project or a custom segment.
For more details, see our Basic Concepts guide.
Q15: I use the drill down feature to see the breakdown of my monthly balances. Is there a way to change the drill down output columns?
If you wish to see the customer/vendor/project columns, drill down using the Advanced Balances formulas. If you wish to see additional columns, use the flattened pivot table instead of the drill down feature. The pivot tables offer far more column options, are fully customizable and are refreshable.
If you have a custom field you wish to see in the drill down, raise a ticket with support so they can update your custom adapter.
Q16: Is there a way to automate report building?
Yes. Use the Automation feature to create and distribute your monthly reporting package or replicate reports across different areas of the business.
For more details, see our Budgets & Forecasts guide.