Before contacting Google for help with your Google Workspace or Cloud Identity account, you can help us by gathering information about your issue.
Tip: If your organization or company has a Help Desk, ask them to help you gather information and details from your users.
Your privacy
Google uses the data and information you provide to troubleshoot the issue you’re reporting. For privacy reasons, our support agents don’t have access to any user views that show user-generated content. The information, context, and screenshots that you provide help our support team confirm the error or behavior as your users experience it. The exact error messages help narrow the scope of the problem and speed up review of the system log files. They also ensure that the team clearly documents the observed symptoms.
Before you begin
Important: Do not submit sensitive data, such as passwords, government identification numbers, and cardholder data, to support. For example, HTTP Archive (HAR) file recordings, which are recommended for some issues, include the content of any pages you download while recording, including sensitive content. Delete sensitive data before recording and submitting a HAR capture.
Step 1: Gather Information
- Have these details ready when you contact support:
- Description of the problem and your expectations if things were working properly. In addition to what isn't working, it's helpful for us to know what's actually happening
- Description of the steps to reproduce the problem, including date, time, time zone when the problem occurred (helpful for searching our logs), and any troubleshooting steps taken
- Whether the problem is consistent or intermittent and reproducible on a different device, operating system, browser, or network
- Legible screenshots showing the full URL and exact error message or condition, which you can take in one of these modes:
- Guest mode—Go to Browse Chrome as a guest
- Incognito mode—Go to Browse in private
- Affected usernames and, if applicable, Google product and version
- Types and versions of browser, operating system, and running extensions, including internet security, firewall, anti-virus, or pop-up blocking software
- Find your issue (below on this page) and gather any other recommended information.
Step 2: Contact support
- For details about how to get support, go to Contact Google Workspace support.
- If support requests any additional information, attach it to the response email or upload to the Google Customer Care Portal.
You can attach files up to 25 MB to the email and 40 MB in the Customer Care Portal. Compress and split larger files.
Related topics:
Network & server issues
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Network & DNS issuesIf a user experiences a delay in loading a website, such as mail.google.com, ask them to run the following commands and provide the outputs. To run the commands on:
-
Windows—Go to StartRun and enter cmd.
- macOS—Go to FinderApplicationsUtilitiesTerminal.
- Linux—Run the commands from the shell.
Windows | macOS/Linux |
---|---|
nslookup mail.google.com |
nslookup mail.google.com |
nslookup mail.yahoo.com |
nslookup mail.yahoo.com |
nslookup gmail.com |
nslookup gmail.com |
ping -s 3 mail.google.com |
ping -c 3 mail.google.com |
ping mail.yahoo.com (stop after 3 results) |
ping -c 3 mail.yahoo.com |
ping -s 3 gmail.com |
ping -c 3 gmail.com |
tracert mail.google.com |
traceroute mail.google.com |
tracert mail.yahoo.com |
traceroute mail.yahoo.com |
tracert gmail.com |
traceroute gmail.com |
ipconfig /all |
ifconfig -a |
Also, ask the user to open a web browser and provide the external IP information from https://www.google.com/search?q=what%27s+my+ip.
If a user receives a server error message when trying to use a website or app, ask them to try a few times and wait a few minutes (up to an hour) to see if the error goes away. Most apps automatically recover after a few server errors, but it might take several minutes.
If you still need to contact support, provide the following information:
- Whether waiting and trying again helped resolve the issue
- How long the issue has persisted
Administrative issues
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Billing- In Chrome browser, can you reproduce the problem:
- In an Incognito window?
- From multiple user accounts or only one?
- If a message wasn’t deleted by a retention rule:
- Has it been at least 48 hours since the retention period expired?
- Does the message have another retention rule or hold applied to it?
Requested information:
- Your domain name
- Vault audit report
- If applicable, message IDs for affected messages
File-management issues
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Google DriveIssue | Steps to try & requested information |
---|---|
Sharing |
Provide this information:
|
Missing documents |
First, confirm that the document is not in the user’s Drive Trash. If it's not, provide:
|
Google Drive for desktop |
Provide this information:
For syncing issues:
|
Offline issues |
Confirm that:
|
404, 500, and Service Disabled errors |
First, confirm that Drive is turned on for your organization and the user's organizational unit. Then, provide this information:
|
Document doesn't load |
First, see if clearing the browser’s cache and cookies resolves the issue. If it doesn’t, provide this information:
|
Issues with Google Sheets |
Provide this information:
For conversion issues:
|
If you experience an issue, first try the steps recommended here, if applicable. If you need to file a support case, include the requested information.
Issue | Steps to take & requested information |
---|---|
General issues |
First, see if clearing the browser’s cache and cookies resolves the issue. If it doesn’t, provide this information:
|
Page content, gadgets, and sharing |
Provide this information:
|
- URL
- Encoding
- Frame rate or bit rate
- Resolution
Migration issues
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Data migration serviceBefore you contact support
- Keep the migration running (if possible).
- Check the Data migration service FAQ.
- Follow the troubleshooting steps described under Troubleshoot the data migration service.
- For the data migration service, review the:
Submit a case during a migration
During a migration between Google Workspace accounts, when creating a support case:
- Make sure that you’re signed in as an admin on the destination environment.
- Open the case when the issue occurs.
Provide the following information:
- The data you’re trying to migrate (email, calendar, or contact data)
- One example of an item that was unsuccessful at migrating, if applicable
(Include information such as message ID, event ID, and contact details.) - The destination environment accounts
(If multiple accounts are affected, provide at least one example.) - The source environment accounts
- The source environment server type
-
The domain-level migration reports and the error reports
For details, go to Monitor a migration.
Submit a case when you can’t start a migration
If you can’t begin a migration (for example, there's an “Unable to connect to the source server” error on the Configure data migration service page), provide the following information:
- The exact error message or error condition
- The full URL in the browser address bar where you’re seeing the error
- Legible screenshots showing the full URL and exact error message or error condition
- The details of the source environment server, such as name, port, and type of server
Review the following information and provide any relevant details when submitting a support case:
Important: Google has announced that it will shut down GWMHN and discontinue product support and maintenance on November 20, 2024. After this date, the product might not work as expected, and support services will not be available to assist you.
Before you contact support
Try resolving the issue first by following the troubleshooting steps for your issue.
Issue | Troubleshooting steps |
---|---|
Installation | Go to the Troubleshooting section of the GWMHN Admin Guide. |
No logs present | This issue usually means that the gmail-feeder.ntf template was not correctly signed before the feeders were created. To fix this, using an account with sufficient access permissions, sign in to the:
|
Log documents exist, but users aren’t being processed | Review the log entries for information. Common reasons include:
|
Can’t migrate any content | Check the firewall and proxy settings that could prevent connections to Google Workspace from the migration server. |
Requested information
- Verify the system requirements.
- Provide the Domino server version and GWMHN product version. (We recommend using the latest version of GWMHN when starting the setup process.)
- For errors at the document level, check the Migration Status view in each user's mail file for errors or the status of each document migrated (Migration StatusCalendar/Contacts/Mail) and provide the information.
- For high-level errors, such as errors accessing resources on the Domino server or signing in to Google Workspace, export the GWMHN logs and provide the output. For details, go to Export GWMHN logs.
- Investigate the activity log in the user's profile document and provide the actual logs as structured text or screenshots:
- Turn on the recording of migration error details at the site level, so that the system can trap any migration errors in the ExceptionsMigration Exceptions view. (XML output and Google response to HTTP POSTs are logged.)
- Turn on detailed migration event logging under the Advanced tab of the relevant site profile. For details, go to the GWMHN Admin Guide.
The detailed event logging database (gmail-feeder-#-log.nsf) is created for each feeder in the same folder as the GWMHN databases on the migration server.
Note: Detailed event logging has a detrimental effect on GWMHN performance, so only use it to help resolve a problem.
Provide the following information when submitting a support case:
- The Exchange server version and patch level, if applicable
- Whether an admin account exists on Exchange with Receive As rights to all users’ mailboxes
- The number of affected accounts
- Affected usernames
Even if all users are affected, provide an example user.
Make sure that they can log in to Google on the web. - The GWMME log files
For details, go to Troubleshoot GWMME.
Before you contact support
Review the information in:
Requested information
- Status files. For details, go to Interpret status files
- Trace files. For details, go to Interpret trace files
If GWMMO unexpectedly closes when you're using it, a crash report is sent to Google. For details, go to View your crash reports.
Synchronization issues
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Calendar InteropTroubleshooting
- Try to resolve your issue by reviewing the information in Troubleshoot Calendar Interop issues .
If this doesn't work, go to the next step.
- Run a test with the user availability lookup tester. Check the error summary for troubleshooting information. For details, go to Check availability using the tester.
- Include the error summary in the support case.
- Verify that Calendar Interop is available.
-
Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
-
In the Admin console, go to Menu AppsGoogle WorkspaceCalendar.
- Click Calendar Interop management.
- Click Exchange availability in Calendar and check the Allow Google Calendar to display Exchange users availability box.
-
If you can't see an Exchange user's availability, take these actions:
- Make sure the Exchange user doesn't have Google Calendar turned on and isn't using a consumer Gmail account.
- Get a HAR capture of the Calendar issues. For details, go to HAR Analyzer.
If you can’t see a Google Calendar user's availability, take these actions:
- As an administrator, run PowerShell.
- From the Exchange Management Shell, run the following command:
Get-AvailabilityAddressSpace -Identity googleworkspace.domain.com | fl
Replace googleworkspace.domain.com with the address space you added during the setup process.
- Provide the output in the support case.
Important: Google has announced that it will shut down GCCHN and discontinue product support and maintenance on November 20, 2024. After this date, the product might not work as expected, and support services will not be available to assist you.
Before you contact support
- Review the information in Troubleshoot GCCHN.
- Verify that you meet the system requirements.
Requested information
- The Domino server version
- The GCCHN version
- Any error messages contained in the Agent and Detailed Event logs
For details, go to Troubleshoot GCCHN. Provide log files as structured text or screenshots.
Important: Google has announced that it will shut down GCRS and discontinue product support and maintenance on November 20, 2024. After this date, the product might not work as expected, and support services will not be available to assist you.
Before you contact support
Make sure you installed GCRS as described in the installation steps.
Requested information
- Name and email address of the affected resource on both systems
- Event ID of at least one event that didn’t synchronize
- The GCRS log database exported as structured text
For details, go to Troubleshoot common GCRS issues.
Review the following articles and provide any relevant information when submitting a support case:
Provide the following information when submitting a support case:
- Messages from the Sync Issues folders in Outlook
- GWSMO trace log files from the client
For details, go to Where can I find trace log files? - (Optional) Screenshots of errors
Before you contact support
- Make sure you installed the product correctly. For details, go to Set up Password Sync.
- Follow the troubleshooting steps described in Troubleshoot Password Sync.
Requested information
- Download and run the support tool for Password Sync and attach the ZIP file that it creates. This open-source tool from Google gathers all the information required to diagnose issues with Password Sync. Access the tool from this GitHub page.
- If the issue affects specific users, provide an LDAP Data Interchange Format (LDIF) dump for one of them. This dump isn’t necessary for installation issues.
Sign-in & password issues
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Single sign-on (SSO)Before you contact support
Requested information
- Name and version of the SSO package that you’re using.
- How the user accesses their account—https://accounts.google.com/ or a custom URL.
- List of apps affected by the issue.
- If the issue affects new connections, existing connections, or both.
- If the user is redirected to the authentication page or SSO fails without redirecting the user.
- The results of your Canary channel test, if used.
- A HAR capture of the problem. For details, go to HAR Analyzer.
Chrome browser & device issues
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Chrome browserGather the required information related to the issue you’re experiencing. For details, go to Before you call Chrome Enterprise support.
Before you contact support
Try to resolve the issue by following the steps in Troubleshoot Meet hardware.
Requested information
For hardware issues:
- Device serial number
- Affected component
- If the issue is related to returns or repairs, your shipping details (address, email, phone, and so on)
- For EMEA customers, VAT registration number
For software issues:
- DNS server availability and latency
- DNS cache poisoning or spoofing
- Internet traffic blocks by HTTP captive portal or firewalls
- Network performance and latency to Google websites
- Google Meet service availability
- Wi-Fi network signal strength (ChromeOS only)
- If default gateway is reachable (ChromeOS only)
Before you contact support
- Review the system requirements. For details, go to Jamboard device requirements and specifications.
- Provide feedback from the device starting with the case number in the subject line. Add the approximate time when the issue was produced. For details, go to Get Jamboard device logs for support issues.
Requested information
- Device serial number
- Build fingerprint google/baracus/baracus
- KioskService version code and version name
- JamKiosk version code and version name
- GMS version code and version name
If you need help finding the information, go to Troubleshoot Jamboard device.
Before you contact support
- If the issue affects a Google app, try uninstalling and reinstalling the app to see if it resolves the issue.
- Make sure the configured user and server settings on the client app are correct.
Requested information
- Setup step when the error occurs, if applicable
- Name and version of the Google app, if applicable
- Whether the issue can be reproduced using a browser on a computer
- Type of network connection
- Whether users can sign in using another method on the device, such as through a web browser or the Gmail app
- Device and OS version
- Mobile carrier
- Mobile browser version, if applicable
- Logs from the device that’s using the app
To get synchronization and debug logs, refer to your device’s documentation. - If using Google Sync, make sure the Allow work data to sync via ActiveSync box is checked in the Admin console
To check this setting:-
Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
-
In the Admin console, go to Menu DevicesMobile & endpointsSettingsUniversal.
- Go to Data AccessGoogle Sync and click Google Sync.
- Make sure the Allow work data to sync via ActiveSync box is checked.
-
Email, chat, meetings, education & Cloud Search issues
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GmailDelivery issues
Issue | Requested information |
---|---|
All delivery issues |
|
Spam issues | Full message headers in a .txt or .eml file, retrieved from the Gmail Spam folder of the recipient (never the sender). The message headers should be no more than 5 days old. For details, go to Trace an email with its full headers. |
Inbound messages incorrectly classified as spam | Answer the following questions:
|
Inbound messages incorrectly classified as not spam | Answer the following questions:
|
Outbound messages incorrectly classified as spam | Answer the following questions:
|
Webmail and frontend issues
First, clear your browsing data.
- On your computer, open Chrome browser.
- At the top, click More More Tools.
- Click Clear Browsing Data.
- For Time range, click the Down arrow and select a time, such as Last hour or All time.
- Click Advanced and check the Hosted app data box.
- Click Clear data.
- Restart your browser.
If the issue is not resolved, try the following troubleshooting steps and add the results to your support case:
- Turn off any features in Gmail’s advanced settings.
- Clear the browser’s cookies and cache and restart the browser.
- Check if the issue occurs for a different user signed in on the same device.
- If the affected user is using a proxy, check if the issue occurs without a proxy.
- Try to reproduce the issue using a different user account on the same computer system.
- On the affected user’s computer, run the test and include the generated results from Google Admin Toolbox Browserinfo.
- Attach a HAR capture of the problem. For details, go to HAR Analyzer.
Slowness or latency in the web interface
Add the results from the following troubleshooting steps and questions to your support case:- Turn off any features in Gmail’s advanced settings.
- Note the number of separate networks you’re experiencing the issue on.
- While experiencing the reported issue, record a HAR file and add it to your case. For recording instructions for your browser, go to HAR Analyzer.
- Check if the user has more than 500 labels.
- Include the command output information requested for Network & DNS issues (above on this page).
- On the affected user’s computer, run the test and include the generated results from Google Admin Toolbox Browserinfo.
Missing emails in the web interface
Add the results from the following troubleshooting steps to your support case:
- Search for the missing emails in all folders, including Spam and Trash. In the Gmail search box, enter in:all.
- Check if the user can see the emails with other devices that have accessed their account. For details, see See devices with account access.
Email clients (IMAP or POP issue)
First, try restarting the mail client and see if this resolves the issue. If not, provide the following information:
- If the email client is using IMAP or POP, provide screenshots of the configured server information (for example, imap.gmail.com or imap.googlemail.com).
- Check if:
- The user can use Gmail on the web without issue.
- Traceroute to service.gmail.com (pop.gmail.com or imap.gmail.com) is successful.
- A ping test to service.gmail.com (pop.gmail.com or imap.gmail.com) is successful.
Issues with SMTP server, fax, printer, scanner, or copier
If you're having sending, receiving, or delivery issues, try these troubleshooting steps.
Issue | Troubleshooting steps |
---|---|
Connecting to Gmail |
|
Bounced messages |
|
Delivery issues |
|
Receiving issues |
|
SMTP issues
If the SMTP troubleshooting steps above don’t resolve your issue, provide the relevant information with your support case.
Issue | Requested additional information |
---|---|
Sending, receiving, or delivery failure |
|
Message delays |
|
Get a message ID when header information isn't available
Check if the sender is able to copy a third-party address (such as Yahoo, Hotmail, or AOL) in a test message. If that address receives the message, you can use the message ID from that header using Email Log Search in the Admin console. Support logs go back only one week so make sure that the test message is sent within the past five days. For details on getting the header using Email Log Search, go to Find messages with Email Log Search.
General issues
Missing Calendar events
We can only find calendar entry deletions that happened in the last 30 days.
Provide the following general information:
- Whether the affected calendar is a primary or secondary calendar
- The Calendar ID
- The reason the events are missing, if known
For synchronization and sharing issues, provide:
- Name of the app that the user is syncing Calendar to (such as Microsoft Outlook or Apple iCal)
- Type of mobile devices that the user is syncing Calendar to (such as Android or Apple iOS)
- Sharing settings for the calendar
Calendar sharing issues
Provide the following information:
- Calendar ID
For details, go to Relevant calendar IDs above on this page. - Owner of the calendar
- List of individuals that the user is trying to share the calendar with
Invitations or notifications not received
Provide the following information:
- Type of notification that’s not being received (email or pop-up)
- For invitations, whether other guests got the invitation
- Whether the issue is a one-time incident or the user is consistently not getting invitations or notifications
- If applicable, the name of the user’s computer calendar client (such as Outlook or iCal)
Event creation, deletion, and editing
Provide the following information:
- If the user is trying to book a resource:
- The user's current level of access for the resource
- The resource's email address
- An audit log report with all the data that you want to show
Save the data to a CSV file. For details, go to Calendar log events.
Offline Calendar
Identify if the Chrome Web Store is turned on for the user’s organizational unit.
Make sure Chat is turned on in the Admin console. For steps, go to Set up Chat for your organization.
Topic | Steps to try & requested information |
---|---|
Nature of the issue |
Is this an issue with:
|
Number of contacts |
If the user has duplicate contact entries, try merging them to see if this resolves the issue. For details, go to Merge duplicate contacts. If it doesn’t, include this information in your request. |
Syncing contacts to clients or devices |
If the affected user is syncing their contacts to any clients or devices, try turning off sync to see if this fixes the issue. If it doesn’t, include the clients and devices and how they’re syncing (IMAP, CardDav, and so on). |
Issue | Before you contact support | Requested information |
---|---|---|
User interface |
|
|
Delivery |
|
|
Before you contact support
Follow these steps to try to resolve the problem:
- Make sure Meet is turned on in the Admin console. For the steps, go to Set up Meet for your organization.
- Troubleshoot issues with Meet, such as problems starting or joining a meeting. For details, go to Fix live stream issues.
- Review the Known issues with Google Meet.
- Use the Meet quality tool to troubleshoot Meet video meetings in real time and identify the root cause of issues. For details, go to Track meeting quality and statistics.
- Use log events to understand users’ video meeting activity. For details, go to Meet log events.
Requested information
If you’re still having issues, provide the following information:
- If Meet is on, indicate where the issue is happening: In the Calendar or Gmail interface, or both.
- Gather and provide the information in What Admins can do before contacting Meet support.
- Summary of the issue
- Steps to reproduce the issue
- Number of students affected
- Affected teachers' email address
- Affected students' email address
- Affected class URL
- Affected classwork URL (assignment, quiz, and so on)
- Whether the issue ever worked correctly
- When the issue last worked as expected
Before you contact support
Make sure your issue is with Cloud Search, and not another Google Cloud or Google search product, such as Google Cloud, Google Search, or Google Search Console, which are out of Google Workspace support scope.
Requested information
Query-related issues—Queries can be at cloudsearch.google.com or using the Cloud Search Query API. Some typical issues:
- You're unable to find an indexed document.
- A query doesn't return expected documents or doesn't return them in the order you expect. For example, when searching for documents containing the terms “business results FY2022”, the results:
- Don't contain the terms "business", "results", or "FY2022".
- Rank a document that contains the query terms lower than you expect.
- The Query API returns a 4xx or 5xx HTTP status code,or a 200 HTTP status code with "Failed to process the query" in the response body.
For query issues, provide the following information to support:
- Email addresses of impacted users. Provide both the address of the Google user account used to execute the query and the address of the indexing service account.
- A description of expected versus actual results.
- If using the Query API, provide the Request JSON and Response JSON.
- For queries at cloudsearch.google.com, provide the full URL used, including URL parameters.
If searching Google Workspace products, such as Docs, Sheets, Sites, or Gmail, provide this additional information:
- The query used in the search.
- The following information for each product:
- Gmail—Full headers
- Docs/Sheets/Slides—Item URL
- Sites—Site homepage URL
- Calendar—Event URL or event ID
Also, if the product has its own search feature, such as Search in Gmail, try the query using the in-product search and compare the result to Cloud Search.
Connector-related issues—Here are some typical Cloud Search connector issues and the information you should provide to support:
Issue | Response |
---|---|
Unable to start a Google-provided sample connector | Try to start the connector, then collect all output from the console and provide to support. |
Errors when running a connector (Partner developed, third-party, or your own) | Enable logging in the connector, to log Cloud Search API requests and responses (see next section). Run the connector and provide the generated logs to support. |
How to enable logging:
- For Google sample connectors, refer to the connector's documentation. For example, here's how to enable logging for the Microsoft SharePoint Online connector.
- For connectors built using the Cloud Search Connector SDK, add the following line to the logging.properties file:
com.google.api.client.http.level = FINE
- For custom connectors, you can enable logging using these tools:
- HTTPS proxy
- Java: HttpURLConnection
- Python: httplib2
- Go: GODEBUG=httpdebug=1
- NodeJS: Use inspect method from util on the request/response.
For custom connectors, support can only investigate the behavior of the Cloud Search Connector SDK (if used) and the Cloud Search API (HTTP request and response) and provide general guidance. We can't review custom code or design. Work with your connector developer for issues related to the connector itself or the external content repository.
Google, Google Workspace, and related marks and logos are trademarks of Google LLC. All other company and product names are trademarks of the companies with which they are associated.