Uploading a Sales Order with 1,700 lines times out

I have a few of SOs with between 1,100 and 1,700 lines, containing a total of a few thousand items. We upload them with the status “Pending Approval”, but when we go to approve them, the approval times out.  After several minutes and we get a generic “Error: An unexpected error occurred”. Occasionally we’ll get a webserver-style “The gateway request timed out”.

I’ve opened a case, but the answers don’t make sense. The initial answer I got was “The limit for a CSV is 5000 lines”, but I’m clearly well under that. When I asked for clarification, I was told “The limit is 5000 lines for uploading, but if you want to approve a big CSV via the web, the limit is really 500″.

They suggested we try and upload the same ~1,700 line CSV with the status “Pending Fulfillment”. When we do that, we get a different error:

Error;int ID;Status

An unexpected SuiteScript error has occurred;5387598;Pending Fulfillment

Any suggestions?



Rookie Asked on December 4, 2019 in Billing.
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5 Answer(s)

Just going to snowball two ideas for you… Both of these solutions have been successful for us in the past but they have also failed.  It is mostly situational….

  • “Try doing the import in the middle of the night.  More bandwidth on the servers available.  Helps with some things… not with others.
  • Create the sales order with all header fields and approved first.  Then in a second action, do your csv import to add all of the line items.  Creating transactions takes more time/bandwidth than editing them.  Doing the CSV import with as few columns as possible can help with speed to prevent timing out.


Hope this helps!


Intermediate Answered on December 4, 2019.
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KAJ710, thanks for the reply. For your second bullet, do you mean that I should create an “empty” SO with status approved, and then import the CSV containing all of my lines?

(edited to add this) When I create a new SO via Transactions -> Sales -> Enter Sales Orders, the only options I see for Status are “Pending Fulfillment” and “Pending Approval”. Or should I start with a CSV with only headers, and then add another CSV with the transaction lines?

Rookie Answered on December 5, 2019.
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I’ve done some more work in our sandbox, trying to find the source of the problem. If I upload the .csv with 1 line, it succeeds. 499 lines, succeeds. 501 lines, succeeds. 1001 lines, succeeds.

It fails at 1501 lines, and also fails at 1499 lines. I guess I can try and go back and bracket where the actual problem is, but it’s pretty frustrating given it’s taking ~16 minutes to import (and then fail) on 1499 lines.

Rookie Answered on December 5, 2019.
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How often do you need to do this?  If this is a one time thing… you could handle it in pieces…  Create the SO… csv import to add 500 lines, then repeat that 3 or 4 times until you have all the lines you need.  Obviously this isnt a long term solution.  Do you have any complex scripts or workflows that are running on SO creation or edit that might be slowing down your process?

Intermediate Answered on December 5, 2019.
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I’m (just) an intern, so I don’t know about the long-term impact. But we have to do these large Sales Orders about 30-40 times per year, at a guess. They are used when wholesalers place orders for a new collection (Spring, Fall, etc.)

AFAIK there are no complex scripts or workflows. Right now it’s more of an annoyance, and a good amount of “It’s hard to accept that NetSuite doesn’t provide this functionality”.

Support just emailed me to say they handed my case off to the SuiteCloud people…

(edited to add) The trouble with splitting up the big SO into three SOs, e.g. 500 lines per SO, is that now we have three SOs but only one PO from the customer, only one invoice, etc. It’s a lot of added hassle.

Rookie Answered on December 5, 2019.
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