Version: eXtendMobile 1.12 and above
Audience: NetSuite Administrator, eXtendMobile User

Problem

When attempting to log in to eXtendMobile, the following error message appears:

Failed while getting access token. Error: invalid_client

Causes

This error typically occurs due to one of the following reasons:
  1. Refreshed Sandbox, not yet reconnected post-refresh
  2. Expired or Incorrect M2M Certificate in NetSuite
  3. Unavailable User or Role for M2M Token in NetSuite
    • The role could be set as inactive.
    • The role could be removed from the user.
    • The user could no longer have login access to NetSuite.

Solution

Step 1: Confirm Sandbox refresh steps performed

After a Sandbox refresh, eXtendMobile must be configured to target the Sandbox environment (not the Production environment from the refresh). Confirm that the Production subdomain has been cleared. See Clear the subdomains for installed eXtendApps.

Step 2: Verify M2M Certificate

If the M2M certificate is expired or incorrectly applied, follow these steps:

  1. Contact your NetSuite Administrator.
  2. Update the M2M certificate by following the instructions in the Updating OAuth 2.0 Client Credentials (M2M) guide.

Step 3: Check User and Role Availability

If the user or role used for generating the M2M token is no longer available, follow these steps:

  1. Contact your NetSuite Administrator.
  2. Ensure that the necessary user and role have the required access:
    • Reactivate the role if it was inactivated.
    • Reassign the role if it was removed.
    • Restore the user's login access if it was revoked.
  3. If necessary, configure a new user and generate a new M2M certificate by following the instructions in the Updating OAuth 2.0 Client Credentials (M2M) guide.

By following these steps, you should be able to resolve the "invalid_client" error.