For any network latency issue, e.g. accessing mail.google.com, we need to see the outputs of the following commands executed by the affected user:

• nslookup mail.google.com
• nslookup mail.yahoo.com
• nslookup gmail.com

• ping -s 3 mail.google.com (Windows) or ping -c 3 mail.google.com (UNIX)
• ping mail.yahoo.com (Windows) (and stop after three results) or ping -c 3 mail.yahoo.com (UNIX)
• ping -s 3 gmail.com (Windows) or ping -c 3 gmail.com (UNIX)

• tracert mail.google.com (Windows) or traceroute mail.google.com (UNIX)
• tracert mail.yahoo.com (Windows) or traceroute mail.yahoo.com (UNIX)
• tracert gmail.com (Windows) or traceroute gmail.com (UNIX)

• ipconfig /all (Windows) or ifconfig -a (UNIX)

• External IP information (e.g. visit http://whatismyipaddress.com/)

Provide the following additional information for server errors in any application:

• Verify and include the exact date, time, and timezone that the user first experienced an issue.
• Verify that the issue still exists with every communication (since most server errors are temporary).
• How long has the issue persisted? (Issues are only escalated if error messages persist for more than an hour.)
• Try waiting half an hour/ one hour and try again. Does this help? (Most Apps will automatically fail over after a few server errors, but this may take several minutes.)
• Include the EXACT error messages and/or status codes.

In addition to the general troubleshooting information above, click the link for your primary issue and provide the requested information.

Delivery Issues

All delivery issues:

• Affected account(s), including sender and receiver
• Full message headers from affected messages (retrieved from sender's Gmail)
• Bounce error messages, if applicable (provide the full NDR)
• Application used to send/retrieve mail and version (Gmail web, Outlook IMAP, etc)
• List of external IP addresses of MTA's that Gmail is not receiving messages from, if applicable
• Server logs from external SMTP server, if applicable and available

For spam issues, please also provide:

• Full message headers in a .txt file, retrieved from the Gmail Spam folder of recipient (never the sender)
• For Google Apps customers with Postini, ensure "Inbound gateway" is configured with "64.18.0.0/20,207.126.144.0/20,74.125.148.0/22,74.125.244.0/22" as displayed in the Control Panel
• If the domain is forwarding email from mail servers to Gmail, the IP's of those mail hosts must be configured in the "Inbound gateway" field in the Control Panel
• If it's a DKIM related phishing issue, outline the spam filtering services or appliances that the domain is using to pre-filter before forwarding email messages to Gmail

Webmail/frontend issue

• Are Labs enabled? If yes, does disabling resolve the issue?
• Does clearing cookies, cache, and restarting browser help?
• Does using the previous UI version or HTML version help resolve the issue? (you can access the previous UI here, substituting in your domain name: mail.google.com/a/[domain.com]?ui=1&ov=1)
• Is the affected user using a Proxy? If yes, is the issue still reproducible without a proxy?
• Is the issue reproducible using the user account on different browsers, OS, computer systems or mobile devices?
• Is the issue reproducible using a different user account on the same computer system?
• Provide full screenshots exposing browser address bar (URL) and any EXACT error messages or browser script errors.

Slowness / Latency in the web interface

• Are Labs enabled? If yes, does disabling resolve the issue?
• Are Web Clips enabled? If yes, does disabling resolve the issue?
• Which browsers have you experienced this on?
• How many separate networks have you experienced this on?
• HTTP headers captured using IEWatch (for Internet Explorer) or livehttpheaders (Firefox) while the reported issue is experienced.
• Include command output information requested under Network/DNS issues
• Very detailed description of slowness (ie. it takes 10 seconds to open or send email, seeing error #717, etc.)

Offline Gmail

• Browse to Gmail > Settings > Offline > Go to the troubleshooting page, save the page and send it to us.
• Still on the troubleshooting page, click Run database diagnostics and on the new page click the Start button. After that, disable and re-enable offline access.
• Reload Gmail and see if it fixes the issues. If not, go back to the troubleshooting page and ask affected users to Enable tracing of offline/sync operations. Try running offline again.

Email Client (IMAP/ POP issue)

• Is the email client using IMAP or POP? Provide screenshots of the configured server info (ie. imap.gmail.com / imap.googlemail.com)
• Does restarting the mail client resolve the issue?
• Does the web UI work?
• Traceroute to service.gmail.com (ie. pop.gmail.com or imap.gmail.com, depending on the client configuration) successful?
• Ping test to service.gmail.com (ie. pop.gmail.com or imap.gmail.com, depending on the client configuration) successful?

Google Apps Sync for Microsoft Outlook

• OS version, Outlook version
• Google Apps Sync version used (right click on tray icon, select About)
• Use the Google Apps Sync for Microsoft Outlook guide to match the supported featureset the reported problem.
• Provide Outlook > Sync Issues message
• Provide trace files for Google Apps Sync from the client
  • On Vista and Windows 7, you'll find your trace files here: C:\Users\\AppData\Local\Google\Google Apps Sync\Tracing\
  • On XP, you'll find your trace files in c:\Documents and Settings\\Local Settings\Application Data\Google\Google Apps Sync\Tracing\

In addition to the general troubleshooting information above, please provide:

• Provide screenshots and any EXACT error messages or browser script errors
• Did affected user(s) try on a different computer/network?
• Is the affected user using a client or a web UI?
  • If web UI, which web UI? (Gmail, start page gadget, etc)
  • If client, provide Client and version

In addition to the general troubleshooting information above, click the link for your primary issue and provide the requested information.

General issues

• All relevant calendar IDs

• All relevant event IDs

• All error messages associated with the issue
• Steps to reproduce the issue
• All relevant ICS files

Missing Calendar events

• The calendar the events are associated with. Is it a primary or secondary calendar? What's the Calendar ID?
• If the user is syncing the calendar with a desktop application, such as Microsoft Outlook or iCal, give the name of that application
• If the user is syncing the calendar with a mobile device, such as Android, BlackBerry, or iOS, give the type of device
• The sharing settings on the calendar
• Do you know why the events are missing?

Calendar Sharing Issues

• The nature of the sharing issue
• The Calendar ID
• The owner of the calendar
• A list of individuals the user is trying to share the calendar with

Invitations / Reminders Not Received

• If a reminder, the type of reminder (email, pop-up, or SMS)
• If an invitation, did other attendees receive the invitation?
• Is this issue a one-time incident, or is this user consistently not receiving invitations/reminders?
• If the user is using a desktop calendar client, such as Microsoft Outlook or iCal, the name of the client

Event Creation / Deletion / Editing

• Screenshots or text of any error messages
• If the user is trying to book a resource, the user's current level of access for the resource, along with the resource's email address

Offline Calendar

• Do you have the Chrome Web Store enabled?
• Any error messages

In addition to the general troubleshooting information above, click the link for your primary issue and provide the requested information.

General issues

• List all users affected
• Step-by-step instructions to reproduce the issue (if possible)

Sharing

• The type of document you're experiencing issues with (Docs, Sheets, Slides, etc.)
• The URL of the document
• The owner of the document
• List the users that the document is shared with. What is the sharing setting (edit, comment, or view)? Is the issue experienced by all users on the sharing list?
• The exact date and time the issue was experienced

Missing documents

• Look for the document in the user's Google Drive Trash. Can it be found there?
• The owner of the document
• The title of the document
• The URL of the document

Document / Editor Doesn't Load

• Screenshots and text of any errors encountered
• Clear the browser's cache and cookies. Does the issue persist?
• Is the issue reproducible from another computer, network, and browser?
• The URL of the document
• The current operating system version
• The browser version and a list of installed add-ons
• Relevant HTTP headers

Drive for your Mac/PC

• The user affected by the issue
• The user's version of the Drive sync client (select About from the Drive menu)
• The user's version of Windows or OS X
• Screenshots of any errors or display issues (see Error messages for sync problems for solutions to common errors)
• Original files or URLs of affected items
• If the issue is related to syncing or crashing, send an error report to Google by following these steps.

Offline Docs, Sheets, and Slides

• Do you have the Chrome Web Store enabled?
• Is the Chrome Drive app installed?
• Has an admin enabled the control panel setting to allow users to use offline Docs, Sheets, and Slides?
• Screenshots of the issue

404 / 500 / Service Disabled

• Is the service enabled both for the domain and for the user's specific organization?
• Try disabling and reenabling the service (this can be done through the control panel). Does the problem persist?
• Access Drive through http://drive.google.com/a/yourdomain.com. Does the issue appear when you access Drive through this URL?

In addition to the general troubleshooting information above, click the link for your primary issue and provide the requested information.

General issues

• Affected users
• The URL of the affected site
• Step-by-step instructions for how to reproduce the issue, if possible
• The function or aspect of the page that is not working properly
• The date and time the user began experiencing the issue
• Screenshots and text of any errors
• Does clearing the browser's cookies and cache, and restarting the browser resolve the issue?
• Is the issue reproducible on a different computer and network?

Sharing

• Affected users
• Screenshot of current sharing settings

Page content & gadgets

• The name of the gadget
• The content inserted into the site, along with the method of insertion (document URL if by doc or spreadsheet, gadget name if by gadget, and so on)
• Relevant HTTP headers. See the Drive section above to learn how to obtain HTTP headers.

In addition to the general troubleshooting information above, please provide:

• Senders email address(es)
• Group name(s)
• Bounce notification
• Full message headers of sent mail

In addition to the general troubleshooting information above, please provide:

• Video URL
• Video encoding
• Video frame rate/bit rate
• Video resolution (pixels x pixels)

In addition to the general troubleshooting information above, please provide:

• Is the issue affecting all users at the domain? If not, provide at least one affected username.
• Exact transcription of the error message on the device (if applicable)
• At what step during setup does the error happen? (e.g. logging in to Google service/syncing/sending mail/accepting calendar event)
• Google Application used and version (if applicable, i.e. MailByGoogle, CalendarSync)
• Can the issue be reproduced on a different mobile device?
• Can the issue be reproduced using a desktop browser?
• What type of network connection is in use (Wi-Fi, 3G, Edge, etc)?
• Can users login using another method on the device? (BB messenger via IMAP, web browser, MailByGoogle, etc.)
• If using Google Sync via ActiveSync, is "Enable Google Sync" checked under Service settings > Mobile in the Control Panel?
• Are the configured user/server settings on the client app correct?
• Does reinstalling the Google app solve the issue?

• Device and OS version (Android, BlackBerry, iPhone, Nokia/Symbian, Palm, Windows Mobile, other)
• Mobile Carrier
• Mobile Browser version (if applicable)
• Provide logs from the client device:
  • iPhone (use iPhone Configuration Utility)
  • BlackBerry debug logs (hold ALT and hit L G L G)
  • Blackberry Google sync logs (from help menu, hold ALT and hit d)
  • Nokia MfE logs (admin_logN.txt in Mail for Exchange directory)
  • Windows Mobile ActiveSync (enable verbose event logging, get serverlog file under \Windows\ActiveSync)

In addition to the general troubleshooting information above, please provide:

• Provide full screenshots exposing browser address bar (URL) and any EXACT error messages or browser script errors.
• If it's a missing settings issue, did the affected user try switching to Domain settings from General to Next generation?

In addition to the general troubleshooting information above, please provide:

• Collect any billing related email notification messages when available
• Collect legible screenshots including full URL and error message/condition

In addition to the general troubleshooting information above, please provide:

• Please include in your problem description: is it server setup or end user issues with email push, read/delete, labels sync, GAL, calendar, contacts?
• BlackBerry Device and OS versions.
• Google Connector for BlackBerry Enterprise Server version, Windows server version, Blackberry Enterprise Server version
• Provide any EXACT error messages (and at what step during setup the error happens, if applicable)
• Provide logs from Google Apps Connector for BlackBerry Enterprise Server (located under C:\Program Files\Google\Google Apps Sync\Logs) and BlackBerry Enterprise Server (C:\Program Files\Research In Motion\BlackBerry Enterprise Server\logs\[date])
• Physical memory size of the server
• Number of BlackBerry Enterprise Server agents on the server
• Verify multi agent registry key is set
  • "System\\CurrentControlSet\\Services\\BlackBerry Dispatcher", "AgentOptimizeAlgorithm":DWORD 1
  • "System\\SOFTWARE\\Research In Motion\\BlackBerry Enterprise Server\\Dispatcher", "AgentOptimizeAlgorithm":DWORD:1
• Verify LegacyPstCache registry key is set
  • \\HKCU\\Software\Microsoft\Office\12\Outlook\PST, UseLegacyCacheSize:DWORD 1
• For installer or manager failures, provide this file: c:/Program Files/Common Files/System/MSMAPI/1033/MAPISVC.INF
• Please also review common issues in Troubleshooting and FAQ for Google Apps Connector for BlackBerry Enterprise Server.

In addition to the general troubleshooting information above, please provide:

• Version of Google Apps Directory Sync
• Send the configuration file
• Send the verbose log file
  • Set log level to Trace (Configure > Log files > Log level = trace)
  • Set the log file name and location (default is sync.log in the install directory)
  • Run the Google Apps Directory Sync tool
  • Send the logs and set the log level back to info
• Please also review common issues under Troubleshooting in the Google Apps Directory Sync Administration Guide.

Before submitting a support case about Google Apps Password Sync (GAPS), make sure you installed GAPS exactly as described in the configuration guide. Also make sure you have followed the troubleshooting steps described in Troubleshooting GAPS.

In addition to the general troubleshooting information above, please provide:

• A step-by-step description of what you're trying to do, and where it is failing.
• A screenshot of any error messages you're seeing.
• Download the support tool and run it. The tool gathers all the information required to diagnose issues with GAPS. Attach the ZIP file it creates to your support case.
• If the issue is affecting specific users, provide an LDIF dump for one of them. This isn't necessary for GAPS installation issues.

In addition to the general troubleshooting information above, please provide:

• Exchange server version and patch level
• Is Email Migration API enabled in the Control Panel?
• Is 2-legged OAuth enabled?
• Is an admin account created on Exchange with Receive As rights to all users' mailboxes?
• Number of accounts affected
• Some sample affected account names
• Log files:
  • (XP) C:\Documents and Settings\user-name\Local Settings\Application Data\Google\Google Apps Migration\Tracing\ExchangeMigration
  • (Vista) C:\Users\user-name\AppData\Local\Google\Google Apps Sync\Tracing\ExchangeMigration
• Status and output files:
  • (XP) C:\Documents and Settings\user-name\Local Settings\Application Data\Google\Google Apps Migration\Tracing\ExchangeMigration\Status
  • (Vista) C:\Users\user-name\AppData\Local\Google\Google Apps Sync\Tracing\ExchangeMigration\Status

In addition to the general troubleshooting information above, please provide:

• Please review the Installation and Administration Guide
• Verify that the System Requirements are met, provide Lotus Domino Server version, as well as Google Apps Migration for Lotus Notes tool version (using latest version of Google Apps Migration for Lotus Notes is a good idea when starting the setup process)
• Attach full-screen legible screen shots of any error messages
• Provide example affected user names (check if they can login to Google Apps on the web)
• If the errors are happening at the document level, check Migration-Status views in each user's mail file for errors/status of each document migrated (Migration Status > Calendar/Contacts/Mail). See manual for different document statuses.
• For high-level errors, Investigate the "Logs" > "All by Site" and "Exceptions" > "Migration Errors" (as well as other) views for any related logs (see below troubleshooting steps if there are no logs).
• Investigate Activity Log in user's profile document.
• Provide actual logs as NSF files or exported as "Structured Text" (or screen shots if applicable):
  • Enable Record migration error details at the site level so the system can trap any migration errors in the Exceptions > Migration Exceptions view (XML output and Google response to HTTP POSTs will be logged)
  • Enable Detailed Event Logging under Advanced Tab of the relevant Site Profile described on page 44 of the 'Installation & Administration' manual (the Detailed Event logging database (gmail-feeder-#-log.nsf) will be created for each feeder in the same folder as the Google Apps Migration for Lotus Notes databases on the migration server - this can be detrimental on performance)

Troubleshooting

• Please consult the troubleshooting section of the Installation and Administration Guide
• If there are no logs, this usually indicates that the gmail-feeder.ntf was not correctly signed before the feeders were created. To fix this, please sign the Google Apps Migration for Lotus Notes database that you have created, as well as existing feeders and the two templates that are on the server "gmail-feeder.ntf" and "gmail-migration.ntf" with a user that has sufficient access level (we recommend the server ID, see the guide for details). There will be "agent execution error" messages on the Domino console as well in this case.
• If there are log documents but users are not being processed, you should be able to tell why by reviewing the logs and reading the entries.
• Some reasons why users won't be processed are: mail files have quotas and the signer does not have server admin rights to remove them, users have the out-of-office agent enabled, signer does not have Designer or above access to the mail databases, the migration server is not trusted by the mail server to access its files.
• If you are unable to migrate any content, please check the firewall & proxy settings that could prevent connections to Google Apps from the migration server. The URLs called by the migration tool are listed on page 29 of the manual.

In addition to the general troubleshooting information above, please provide:

• Please review the Installation and Administration Guide
• Provide example affected user names
• Verify that System Requirements are met
• Provide Lotus Domino Server version, as well as Google Calendar Connector for Lotus Notes tool version
• Attach full-screen legible screen shots of any error messages
• Investigate "Agent logs" and "Detailed Event logs" for any obvious errors
• Provide actual logs as NSF files or exported as "Structured Text" (or screen shots if applicable)