NetSuite: INVALID_KEY_OR_REF Prevents Creating a Support Case

Rawan Maarouf
Rawan Maarouf
  • Updated

Issue

A Riva Cloud user sync log or Riva On-Premise crmex-log file may display the following error when syncing with NetSuite:

Unable to perform operation, [Code=INVALID_KEY_OR_REF] Invalid assigned reference key 40385. Please ensure Support Rep is checked under the sync user's Human Resources tab.

 

Solution

  1. Log in to NetSuite as an administrator.
  2. Open the employee account.

  3. Select the Human Resources tab, and select the SUPPORT REP check box.

    NS-Employee-HR-SUPPOR-REP (1).png