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Key information the support team needs

Below are some key pieces of information you’ll be asked for when submitting support requests to Google. You can find online troubleshooting support and ways to reach the G Suite support team in Technical support for G Suite admins.

Have you set up your own Help Desk as a G Suite admin? You’ll also want to ask your users for this information when troubleshooting specific G Suite-related issues.
How is this data used?

The data and information you provide will be used to troubleshoot the issue you are reporting.

Doesn’t Google have some of this data already?

For privacy reasons, we don’t make available to our support agents any user views that show user generated content. Thus, our support agents will not have access to all relevant aspects of the user’s view and context of a reported problem. In order to help resolve your issue quickly, it is critical that they are able to confirm and replicate the issue properly, and in a timely fashion.

The screenshots you provide enable our support agents to confirm the specific reported error or behavior as your users experience it. The exact error messages are helpful for us to quickly narrow the scope of the problem and speed up review of the system log files. They also ensure we clearly document the observed symptoms.

When submitting troubleshooting data to support, please ensure you remove any sensitive data, such as account credentials, government identification numbers, cardholder data, or other sensitive information.

We appreciate your work to include the detailed information in your support request. The complete data you provide enables us to identify the cause and solution to your issue as quickly as possible.

General support template

We'll need the following details to troubleshoot for all reported issues:

  • Problem description
  • Steps taken so far to troubleshoot
  • Is the problem consistent or intermittent?
  • Is the issue reproducible on a different machine, operating system, browser, device, and/or network? (Test using different computers at home or at the local library.)
  • If reproducible, provide step by step instructions how to reproduce the reported issue
  • Legible screenshots displaying the full URL and exact error message/ error condition
  • Google product used and version (if applicable), e.g. Gmail or Google Cloud Directory Sync
  • Date, time, and timezone when issue occurred
  • Affected username(s)
  • Operating system type and version (e.g. Microsoft® Windows 10/ Mac® OS X/ Linux®)
  • Which Internet security, firewall, anti-virus, or pop-up blocking software is installed on your computer, if any?
  • Browser type, version, and add-ons installed (e.g. extensions or toolbars)

Network and server issues

In addition to the items listed above, provide the details requested below for any network latency issues, or server errors.

Network/DNS issues

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/)
Server errors

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.

Product-specific troubleshooting information

In addition to the information listed above, gather the details requested below depending on the app you’re experiencing an issue with.

Gmail

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). The message headers should be no more than seven days old.
  • 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). Please provide the full email message headers from a message which was affected by this issue within the past five days.

For inbound messages incorrectly classified as spam messages, please verify the following, and answer yes or no for each item:

  • Please verify that the delivery status in the Email Log search tool is Marked spam and not Delivered.
  • Please verify that the sending domain has a valid SPF record. Setting up Sender Policy Framework (SPF) records is a good start in preventing Spam false positives.
  • If the messages affected by this issue are internal messages, is the option Bypass spam filters for messages received from internal senders enabled in the Admin console.
  • If the messages affected by this issue are external messages, are the sending addresses / domains specified among the list of approved senders in the Admin console.
  • Is the sending IP address added to the list of whitelisted IP addresses in the email whitelist section in the Admin console.
  • If the receiving domain is forwarding emails to G Suite through an inbound gateway, please verify that the IP addresses of the inbound gateway servers are added to the Inbound gateway box in the Admin console.
  • Are groups involved as recipients? If yes, please list the group(s) and confirm that the Skip the moderation queue and post to the group option is enabled in the group’s spam settings.

For inbound messages incorrectly classified as NOT spam, please verify the following, and answer yes or no for each item:

  • Is the sending IP address configured in the email whitelist section in the Admin console?
  • Please verify that the delivery status in the Email Log search tool is Delivered and not Marked spam.
  • Please note that Gmail delivers messages from members of your Contacts list to your inbox, unless we know with high confidence that they are spam. Is the sender specified among the personal contacts of the recipient?
  • Are the sending addresses / domains specified among the list of approved senders in the Admin console?
  • Are groups involved as recipients? If yes, please list the group(s) and confirm that the Skip the moderation queue and post to the group option is enabled in the group’s spam settings.

For outbound messages incorrectly classified as spam, please verify the following, and answer yes or no for each item:

  • Please verify that the sending domain has a valid SPF record and make sure that the SPF record lists all the servers allowed to send messages on behalf of the domain. Setting up Sender Policy Framework (SPF) records is a good start in preventing Spam false positives.
  • Does this issue persist after following the guidelines outlined in the Bulk Senders Guidelines Help Center article?

Webmail/frontend issues

  • Please provide the browser and operating system in use by the affected user, including version.
  • Are Labs enabled? If yes, does disabling resolve the issue?
  • Does clearing cookies, cache, and restarting browser help?
  • Does the issue occur for a different user logged in on the same machine?
  • Does using the HTML version help resolve the issue? (You can access the HTML version at mail.google.com/a/[domain.com]?ui=1&ov=1, substituting [domain.com] with your domain name.)
  • 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.
  • Navigate to http://browserinformation.appspot.com, run the test, and include the information the test generates.

Slowness/latency in the web interface

  • Please provide the browser and operating system in use by the affected user, including version.
  • 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 live httpheaders (Firefox) while the reported issue is experienced.
  • Do you have a large number of labels (1000+)?
  • 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.)
  • Navigate to http://browserinformation.appspot.com, run the test, and include the information the test generates.

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 clients (IMAP/POP issue)

  • Is the email client using IMAP or POP? Provide screenshots of the configured server info (i.e. 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?

G Suite Sync for Microsoft Outlook (GSSMO)

In addition to the general troubleshooting information above, please provide:
  • OS version, Outlook version
  • GSSMO version used (right click on tray icon, select About)
  • Use the GSSMO guide to match the supported feature set to the reported problem
  • Provide Outlook > Sync issues message
  • Provide trace files for GSSMO 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\

Message from an SMTP server, fax, printer, scanner or copier not received

  • Use this template for complex delivery cases where header information is not available. For example, if a message is sent from a printer, scanner, fax, copier, or server it will not have a header and, as a result, no message ID.

Troubleshooting steps before filing a case:

  1. Check if sender is able to copy a third-party address (such as Yahoo, Hotmail, or AOL). If that address receives the message, you can use the message ID from that header to do an email log search in the Admin console. 
  2. Check how the customer's machine, server, and application is connecting to Gmail, including the port used, and make sure this complies with the help center recommendations
  3. Note that when using aspmx.l.google.com to connect, the customer can send messages only to internal users. For sending messages to external recipients, use smtp.gmail.com, which requires SSL support.
  4. Check if the customer has a firewall that is blocking the connections.
  5. Logs used by Google Support go back one week only, so make sure the test message was sent within the past five days.

Delivery issue - sending and receiving

  • Did Google bounce the message? This can be confirmed by looking at the bounce message suffix to see if it has a -gsmtp tag affixed to it. If the bounce message contains a link to a help center article, follow the procedure provided in the article. If no article is provided in the bounce message, check the Google's Gmail help center support page for more general troubleshooting information.
  • Check past cases in your support portal for a bounce message similar to the one encountered.
Recipient did not receive the message
  • Run an email log search to view the IP address the G Suite server connected to in order to deliver the message.
For sending or receiving delivery failure, provide the following information:
  1. Did you try the Email log search to see if the message was delivered or bounced? If so, can you provide a screenshot?
  2. Is the issue intermittent or persistent?
  3. What email client was used?
  4. Were groups used as the recipients?
  5. Provide message headers for affected messages from the last seven days, including SMTP MessageId and delivery date & time with the local timezone.
  6. If messages are bouncing with error messages, provide the full non-delivery receipt.
  7. If the email log search shows message delivery errors and the recipient has not received the message, check to see if a forwarding rule or content compliance filter has been configured affecting message delivery.
Delivery issue - message delay
  • Did the user migrate recently and import many messages? If so they might have to wait a few days for the queue to clear up.
  • Check if the user has any kind of third party client that is making too many IMAP requests.
For issues with message delays, provide the following information:
  1. Did you do an email log search to see if the message was delayed?
  2. Are many messages affected by this issue?
  3. Were groups used as the recipients?
  4. Provide message headers for affected messages from the last seven days, including SMTP MessageId and delivery date & time with the local timezone.
  5. Provide email log search output if possible.
Contacts

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

  • Problem Description
    • Is this an issue with the Contact Manager (contacts.google.com)?
    • Is this an issue with the Contact Picker (selecting a contact on the "To:" line in an email compose window)?
    • Provide screenshots and any EXACT error messages or browser script errors.
    • Date/time experiencing issue
  • Can the problem be reproduced?
    • If the problem is reproducible, provide the step-by-step actions that reproduce the problem.
    • Is the problem reproducible on another browser, operating system, and computer?
    • Is the problem reproducible in both the standalone Contacts Manager (contacts.google.com) and in the Gmail integrated Contact Manager (located in the Gmail interface above the Compose button when you click Mail-->Contacts)?
  • How many Contacts does the affected user have?
  • Does the affected user have duplicate Contact entries? 
    • If the user has duplicate Contact entries, does "Find & Merge duplicates" resolve the issue?
  • Is the affected user syncing their Contacts to any clients or devices? If so, list the clients and devices and how they are syncing (IMAP, CardDav, etc.
    • Does disabling syncing resolve the issue?
Hangouts/Chat

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

  • Problem Description
    • Date/time issue was experienced
    • Is Hangouts enabled in the Admin console?
    • If Hangouts is enabled, where is the problem seen: in Calendar, in the Gmail interface, in Google+?
    • What browser and version and what operating system and version is the affected user on?
  • Is the problem reproducible?
    • If the problem is reproducable, provide the step-by-step actions that reproduce the problem.
    • Is the problem reproducible on another browser, operating system, and computer?
    • If the issue occurs with Google+, provide the log file for Google+ Hangouts.
  • Provide screenshots and any EXACT error messages or browser script errors.
Calendar

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
To find a calendar's calendar ID, do the following:
  1. In the My calendars column or Other Calendars column on the left side of the calendar window, mouse over the relevant calendar and click the down arrow that appears.
  2. Choose Calendar settings.
  3. In the Calendar Address section, you should see Calendar ID, followed by an email address. That email address is your calendar ID.
  • All relevant event IDs
To find an event ID, do the following:
  1. Access your calendar at https://www.google.com/calendar/render?gsessionid=OK&eventdeb=1. The browser should reload your calendar.
  2. Go to the event details page for the event.
  3. From the More Actions dropdown menu on the event details page, select Troubleshooting Info.
  4. Copy the text that appears in the pop-up window.
  • All error messages associated with the issue
  • Steps to reproduce the issue
  • All relevant ICS files
To find an ICS file, do the following:
  1. Go to mail.google.com/a/[your_domain_name].
  2. Open the invitation email for the particular event.
  3. Click on the drop down arrow beside Reply, select Show Original.
  4. Copy the full text, the ICS file is contained in this.

Missing Calendar events

Note: We can only look up calendar deletions that happened in the last 8 days.
  • 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/Notifications not received

  • If a notification, the type of notification (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/notifications?
  • If the user is using a desktop calendar client, such as Microsoft Outlook or iCal, the name of the client

Event creation, deletion, and 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
Drive

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

To obtain a log of HTTP headers, choose the browser you're having problems with:

Note: Provide the HTTP or HAR information to Google support immediately after recording. Data required for investigation may only be available for a brief time after the issue is reproduced.

Google Chrome:

  1. Click File > New Incognito Window.
  2. In the incognito window, click View > Developer > Developer Tools.
  3. In the Developer Tools window, click the Network tab.
  4. The network log starts recording. The red circle at the left end of the menu bar shows that recording is on.
  5. In the incognito window, reproduce the error.
  6. Click the red circle to stop recording (it turns black when recording is off).

    The Developer Tools window displays all the requests that have been captured.

  7. Right-click any of these requests and select Save as HAR with Content.

Mozilla Firefox or Microsoft Internet Explorer:

  1. Install HttpWatch Basic Edition.
  2. From IE or Firefox menu, select Tools > HttpWatch. The HttpWatch Basic pane appears at the bottom of the browser window.
  3. Click Record to start the capture.
  4. Reproduce the error.
  5. Click Stop to stop the capture.
  6. Click Save to save the log to a file.

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?
Sites

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.
Groups

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

User interface issues

Before filing a case with support, please check the following:

  • Is the issue reproducible on different computers, using various browsers, and within an alternate network?
  • Does the problem persist after clearing the cache and cookies?
  • Does the problem persist in incognito mode (Chrome browser)?
  • Does the problem persist after disabling any browser extensions?
  • Are other users affected by the same problem?

When submitting a user interface issue, please provide the following information:

  • Domain
  • Affected group
  • Affected group members
  • Description of problem
  • Steps to reproduce
  • Screenshots of each error message that appears, including the page URL

    Screenshots are necessary because error messages manifest differently throughout the interface, and seeing the actual error is very helpful to resolve a case. Also, including the URL in screenshots helps us more easily reproduce the issue in various environments.

Delivery issues

Before filing a case with support, please check the following:

  • Was the message moderated?
  • Did the sender receive a bounce back notification for the message?
  • Did all members in the group not receive the message, or just individual users?
  • If you search for the message in the email log in your Admin console, what is the status displayed?

When submitting a groups delivery issue, please provide the following information:

  • Domain
  • Affected group
  • Affected group members
  • Description of problem
  • Message headers (no more than five days old)

    Message headers are required so we can track the particular group emails you're having problems with on our servers. The logs are active for only one week, so to allow us time to investigate your particular issue, please be sure to include recent headers.
Vault

A few things to check before filing a case related to Vault with the support team:

  • Can the problem be reproduced on different computers, in different operating systems, and in different browsers?
  • Can the problem be reproduced in a Chrome Incognito window?
  • Can the problem be reproduced from several user accounts or from only one?
  • If the problem is that a message was not deleted by a retention rule, please remember that deletion can occur up to 48 hours after a retention period has expired. Have you verified the amount of time that has passed since expiration?
  • If the problem is that a message was not deleted by a retention rule, make sure that another retention rule or a hold does not apply to the message.

If you still want to file a case, please provide the following:

  • Your domain name
  • The usernames of affected users (provide at least one username for every affected OU in the domain)
  • A detailed description of the problem
  • A Vault audit.
  • If applicable to your problem, the message IDs for affected messages
  • A screenshot if the problem involves an error message
Video

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

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

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)
Admin console

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?
Billing

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
Google Cloud Directory Sync

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

  • Version of Google Cloud Directory Sync (GCDS)
  • The configuration file
  • The verbose log file by using the following steps:
    • 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 sync
    • Send the logs and set the log level back to info

Review common issues in Troubleshoot common GCDS issues.

G Suite Sync for Microsoft Outlook

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

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

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

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 GSPS. 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 GSPS installation issues.
G Suite Migration for Microsoft Exchange

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

  • Exchange server version and patch level.
  • Whether an admin account has been created on Exchange with Receive As rights to all users' mailboxes.
  • Number of accounts affected and some affected account names.
  • Log files. For details on where to find log files for GSMME, see Troubleshoot an Exchange Migration using GSMME
G Suite Migration for IBM Notes

Review the information in the Migrate from IBM Notes Help Center and the G Suite Migration for IBM Notes Installation & Administration Guide.

In addition to the general troubleshooting information above, ensure that you:

  • Verify that the system requirements are met, provide Domino Server version, as well as G Suite Migration for IBM Notes (GSMIN) tool version (using latest version of GSMIN is recommended when starting the setup process)
  • Attach full-screen legible screen shots of any error messages
  • Provide example affected user names (check if they can log in to G Suite 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)
  • 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 the 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 the Advanced Tab of the relevant Site Profile (see the GSMIN Installation & Administration Guide for details). The Detailed Event logging database (gmail-feeder-#-log.nsf) will be created for each feeder in the same folder as the GSMIN databases on the migration server - this can be detrimental on performance.

Troubleshooting

  • Consult the Troubleshooting section of the GSMIN Installation & 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, sign in to the GSMIN 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 G Suite from the migration server. 
Google Calendar Connector for IBM Notes

In addition to the general troubleshooting information above, ensure that you:

  • Review the Installation and Administration Guide
  • Provide examples of affected user names
  • Verify that the system requirements are met
  • Provide Domino Server version, as well as Google Calendar Connector for IBM 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)
Google Chrome

Note: If you are not on the latest Chrome browser version, we'll probably ask you to upgrade to it before continuing our investigation.

In addition to the general troubleshooting information above, please:

  • Submit feedback right after reproducing your issue. How to submit feedback: Settings -> Tools -> Report an issue.
  • Include a screenshot of the problem before submitting your feedback.
  • Include your email address so that we can find your feedback.
  • Attach additional screen shots if required.
  • If your issue caused Chrome to crash, enable crash reporting and let us know the crash IDs from the browser by looking at: chrome://crashes
  • If you couldn’t submit feedback, provide a screenshot of the information shown when you enter: chrome://version
  • If you can't relate your issue to an enterprise policy, provide a screenshot of the information shown when you enter: chrome://policy
  • For plug-in related issues, provide a screenshot of the information shown when you enter: chrome://plugins
  • For issues related to extensions: provide a screenshot of the information shown when you enter: chrome://extensions
  • For problems with user interface slowness or browser updates, provide a screenshot of the information shown when you enter: http://browserinformation.appspot.com
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