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  |  Deployment issues

Try the Log Analyzer

Submit your trace logs to the Google Admin Toolbox Log Analyzer. Most issues can be identified within a few moments of submission.

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Download & installation issues

Can't download GWSMO
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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 installation still doesn't work, contact your domain administrator. Your administrator needs to turn on certain settings in the Google Admin console before you can use GWSMO.

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

Tried the solutions above and installation is still unsuccessful?
  • You might have incompatible add-ins for Outlook. Check your Microsoft documentation for information on turning add-ins on or off.
  • 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.

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

Error messages

"Cannot register service" error

This issue is usually 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.

Deployment issues

Can't install the MSI file
Did you rename the MSI file after downloading it? If so, rename the .MSI file to the same name it was when it was initially downloaded. Then, try installing it again.

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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