Punchout - How to Extract Punchout Log Files for Supplier Support

Overview

If you are experiencing a Punchout connection or order transmission error, your supplier's support team may request log files to diagnose the issue on their end. This article explains how to locate and extract those logs from NetSuite to share with your supplier.

Table of Contents

  1. Understanding the Log Types
  2. How to Access the Logs
  3. What to Send to Your Supplier

1. Understanding the Log Types

There are two types of request logs, both accessible from the same location in NetSuite.

White Logs (Punchout Connection Requests)

These capture the data exchanged when a user attempts to launch a Punchout session from NetSuite to the supplier catalog. If your users are unable to access the supplier catalog at all, white logs are the relevant logs to collect.

Blue Logs (PO Transmission Requests)

These capture the data exchanged when a Purchase Order is transmitted back to the supplier after a user completes their catalog session. If the Punchout session launches successfully but the order fails to transmit, blue logs are the relevant logs to collect.

2. How to Access the Logs

  1. Log in to NetSuite with an Administrator or Punchout-enabled role.
  2. In the top navigation bar, click Punchout.
  3. Click Transactions.
  4. Locate the relevant transaction. You can filter by date, status, or transaction type to narrow the list.
  5. Open the transaction record.
  6. The log files are displayed on the record. Each log entry shows the Request (data sent to the supplier) and the Response (the supplier's reply).

3. What to Send to Your Supplier

Once you have located the relevant log, copy the full contents of both the Request and the Response and include them in your communication to your supplier's support team. Including both sides of the exchange gives the supplier's team the full picture of what was sent and how their system responded.

If you are unsure which log to collect, share both the white and blue logs for the affected transaction.

For additional assistance, contact the Netgain support team at supersync@netgain.tech or visit support.netgain.tech.

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