Troubleshoot installation issues

Google Workspace Sync for Microsoft Outlook

Here's how to troubleshoot problems you might have when installing Google Workspace Sync for Microsoft Outlook (GWSMO).

Download & installation issues   |   Error messages

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Download & installation issues

Can't download GWSMO
Make sure you're using a browser with JavaScript turned on. If you're still experiencing problems, review the other solutions below.
Installation or initial sync takes too long

If you meet the system requirements, installation should take only a few minutes.

After the installation is finished, synchronization begins. If you're importing a lot of Microsoft Exchange data to your Google Account, the initial synchronization can take up to 24 hours. However, you can begin using Outlook immediately. Learn more

Installation was unsuccessful

Installations usually are unsuccessful because the version of Microsoft Windows or Outlook doesn't meet the system requirements. Review the system requirements, install any necessary updates, and try the installation again.

If the installation still doesn't work, try the following:

  • Contact your domain administrator. Your administrator needs to turn on certain settings in the Google Admin console before you can use GWSMO.
  • You might have incompatible add-ins for Outlook. For more information on turning add-ins on or off, consult this Microsoft article.
  • Check if you're experiencing network traffic issues.
  • Anti-virus software or a third-party application with access to your Outlook .pst files can prevent GWSMO from working. Turn off these applications.
  • Did you rename the MSI file after downloading it? If so, set the .MSI file name back to its original name when it was initially downloaded. Then, try installing it again.
  • Verify Google Update is installed correctly. You should have a non-empty folder under C:\Program Files (x86)\Google\Update\your_version_number and the registry key HKEY_LOCAL_MACHINE\Software\Wow6432Node\Google\Update\Clients\{folder_ID}\pv should contain a value. The pv value should match the folder version number under \Google\Update\your_version_number.

    If the folder under \Google\Update\your_version_number is empty, delete the pv registry key and install GWSMO again. If you cannot find the pv registry key, reinstall Google Update and then install GWSMO. The easiest way to install Google Update is to Download & install Google Chrome.

    For information on working with the registry, go to How do I modify the registry?

Note: Google Cloud support can provide support for GWSMO, but not for Windows or Outlook.

Unable to create or sign in to profile

To troubleshoot this issue, check:

  1. Make sure you're using a supported browser as your default, such as Google Chrome, Mozilla Firefox, or the Chromium-based version of Microsoft Edge.
  2. If there's a default browser on the system or if its installation is broken.

    To verify the default browser is operational, click Startand thenRun on your Windows computer and enter "". If it’s unsuccessful, you need to set your default browser.

    If it does work, it still might mean there's something wrong with your browser. Continue checking using the steps below.

  3. Turn off any browser extensions that modify the page or URL, or that might cause the page to redirect. Also check if there’s a proxy or cloud access security broker (CASB) possibly modifying the page between Google and your browser
  4. Check the identity log file for potential errors.

    Unified single sign-on trace log files are located here: C:\Users\your-user-name\AppData\Local\Google\Identity

Error messages

"Cannot register service" error

This issue is typically caused by installing Exchange Server management tools, which includes an incompatible version of MAPI32.DLL.

To fix the issue, uninstall the Exchange Server management tools. If that doesn't solve the problem, run fixmapi.exe.

"Cannot open your default email folders. The information store could not be opened"

This can occur after you change your Windows password. To fix the issue, you need to enter the new password in your GWSMO profile:

  1. In the Start menu, go to Google Workspace Syncand thenDelete saved Google Workspace Sync passwords.
  2. Open Outlook and then open your GWSMO profile. You'll be prompted to re-enter your password.

Are there known issues?

To find out, go to Google Workspace Known Issues. Search under Data migration and sync and Device syncing.

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.

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