Before you call support: Gather key information

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.

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Your privacy

How does Google use this information?

Google uses the data and information you provide to troubleshoot the issue you’re reporting.

Doesn’t Google have some of this data already?

For privacy reasons, our support agents don’t have access to any user views that show user-generated content, so we can’t review all relevant aspects of the user’s view and context of a reported problem. The information you provide helps us resolve your issue quickly and properly.

The screenshots you provide help our support agents confirm the error or behavior as your users experience it. The exact error messages let us narrow the scope of the problem and speed up review of the system log files. They also ensure that we clearly document 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, recommend in places below, include the content of any pages you download while recording, including sensitive content. Delete this information before recording and submitting a HAR capture.

Besides the information for your specific issue, have these details ready when you contact support:

  • Description of your issue, including steps to reproduce, date, time, time zone, and 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:
  • 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

Network and server issues

Network and DNS issues

If 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 Startand thenRun and enter cmd.
  • macOS—Go to Finderand thenApplicationsand thenUtilitiesand thenTerminal.
  • 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.

Server errors

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

Billing
Provide any billing-related email notification messages with your support case.
Google Vault

Before you contact support

Before filing a case with support, answer the following questions:
  • 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

Google Drive
If you experience an issue, first try the steps recommended here, if applicable. If you need to file a support case, provide the requested information.
Issue Steps to try & requested information
Sharing

Provide this information:

  • Type of document, such as Google Docs, Sheets, or Slides, that the issue occurs in
  • Document URL
  • Username of the document owner
  • List of users that the document is shared with and the sharing setting for each user (Editor, Commenter, or Viewer)
  • Number of users on the sharing list experiencing the issue
Missing documents

First, confirm that the document is not in the user’s Drive Trash. Then provide:

  • Username of the document owner
  • Document title and URL
Backup and Sync

Provide this information:

  • User’s version of the Drive sync client
  • Original file names or URLs of affected items

For syncing or crashing issues, send an error report to Google. For details, go to Step 1: Get a Report ID for Google Drive.

Google Drive for desktop

Provide this information:

  • URL of the affected file
  • A screencast showing the issue

For syncing issues:

Offline issues

Confirm that:

404, 500, and Service Disabled errors

First, confirm that Drive is turned on for the domain and the user's organizational unit. Then provide this information:

  • Does the issue continue after you turn Drive off and then on in the Google Admin console?
  • Does the issue occur when you access Drive through http://drive.google.com/a/example.com?
Document doesn't load

First, see if clearing the browser’s cache and cookies resolves the issue. If it doesn’t, provide this information:

  • The document’s URL
  • A HAR file you record
    For the recording instructions for your browser, go to HAR Analyzer.
Google Sites

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:

  • URL of the affected site
  • Function or aspect of the page that’s not working
Page content, gadgets, and sharing

Provide this information:

  • Affected content inserted into the site
  • How this content was added to the site—for example, document by URL
  • Name of the gadget
  • Screenshot of current sharing settings
Video
Provide the following information about the video:
  • URL
  • Encoding
  • Frame rate or bit rate
  • Resolution

Migration and sync issues

Calendar Interop

Troubleshooting

  1. Try to resolve your issue by reviewing the information in Troubleshoot Calendar Interop issues .

    If this doesn’t work, go to the next step.

  2. Get availability information for a Microsoft Exchange user and a Google user.
    1. Run the User availability lookup tester. For details, go to Calendar Interop Tools.
    2. Review the results and any errors. For details, go to Calendar Interop error messages.
    3. Download the errors as a CSV file and include the file in the support case.
  3. Verify that Calendar Interop is available.
    1. Sign in to your Google Admin console.

      Sign in using your administrator account (does not end in @gmail.com).

    2. From the Admin console Home page, go to Appsand thenGoogle Workspace and thenCalendar.
    3. Click Calendar Interop management.
    4. For Interoperability settings, check the Enable Interoperability for Calendar box and click Save.

Google Calendar users checking Exchange user's availability

  1. Make sure the Exchange user:
  2. Get a HAR capture of the Calendar issues. For details, go to HAR Analyzer.

Exchange users checking Google Calendar user's availability

  1. 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.

  2. Provide the output in the support case.
Data migration service

Before you contact support

If your migration is already running, and you have issues or questions, follow these steps before submitting a support case:

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
Google Calendar Connector for HCL Notes (GCCHN)

Before you contact support

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.
Google Calendar Resource Sync (GCRS)

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.
Google Cloud Directory Sync (GCDS)

Review the following articles and provide any relevant information when submitting a support case:

Google Workspace Migrate

Review the following information and provide any relevant details when submitting a support case:

Google Workspace Migration for HCL Notes (GWMHN)

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:
  • GWMHN database you created
  • Existing feeders
  • 2 templates on the server (gmail-feeder.ntf and gmail-migration.ntf)
Note: Expect "agent execution error" messages on the Domino console.
Log documents exist, but users aren’t being processed Review the log entries for information. Common reasons include:
  • The signer doesn’t have server admin rights to remove quotas from mail files.
  • Users have the out-of-office agent turned on.
  • The signer doesn’t have Designer or above access to the mail databases.
  • The mail server doesn't trust the migration server to access its files.
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 Statusand thenCalendar/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:
    1. Turn on the recording of migration error details at the site level, so that the system can trap any migration errors in the Exceptionsand thenMigration Exceptions view. (XML output and Google response to HTTP POSTs are logged.)
    2. 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.

Google Workspace Migration for Microsoft Exchange (GWMME)

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.
Google Workspace Migration for Microsoft Outlook (GWMMO)

Before you contact support

Review the information in:

Requested information

If GWMMO unexpectedly closes when you're using it, a crash report is sent to Google. For details, go to View your crash reports.

Google Workspace Sync for Microsoft Outlook (GWSMO)

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

Sign-in and password issues

Password Sync

Before you call support

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.
Single sign-on (SSO)
Note: To troubleshoot SSO issues, you must sign in with a non-super administrator account. Super admin accounts don’t redirect through SSO.

Before you call support

Try clearing the cache and cookies to see if this resolves the issue.
If the user is using Chrome browser, check if you can reproduce the issue on the Canary channel, an experimental Chrome browser release channel. For details, go to Chrome browser release channels.

Requested information

  • Name and version of the SSO package that you’re using
  • How the user accesses their account—https://accounts.google.com/ or the custom URL
  • List of apps affected by the issue
  • If the issue affects only new connections or existing connections also
  • 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 and device issues

Chrome browser

Gather the required information related to the issue you’re experiencing. For details, to go to Before you call Chrome Enterprise support.

Chromebox for meetings

Before you call support

Try to resolve the issue by following the steps in How to 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 (Chrome OS only)
  • If default gateway is reachable (Chrome OS only)
Jamboard

Before you contact support

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 with finding the information, go to Troubleshoot Jamboard and test components.

Mobile devices

Before you contact support

If the issue affects a Google app, try uninstalling and reinstalling the app to see if this resolves the issue.
Also, check whether 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 computer browser
  • 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
  • If using Google Sync, whether Allow work data to sync via ActiveSync is checked in the Admin console
    To check this setting:
    1. Sign in to your Google Admin console.

      Sign in using your administrator account (does not end in @gmail.com).

    2. From the Admin console Home page, go to Devices.
    3. On the left, click Mobile & endpointsand thenSettingsand thenUniversal settings.
    4. In Data Access, check the Google Sync entry.
  • 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.)

Email, communication, and meetings issues​

Google Calendar

General issues

Requested information How to find the information
Relevant calendar IDs
  1. On the left, point to a calendar and click More ""and thenSettings and sharing.
  2. On the left, click Integrate calendar.
  3. Under Calendar ID, copy the email address.
Relevant event IDs
  1. Make sure you’re signed in to your managed Google Account and go to https://www.google.com/calendar/render?gsessionid=OK&eventdeb=1.
  2. Click the eventand thenMore ""and thenTroubleshooting info.
  3. Copy the text in the window.
Relevant ICS files
  1. Go to Gmail.
  2. Open the invitation email for the event.
  3. Click More ""and thenShow original.
  4. Click Copy to clipboard.

Missing Calendar events

Note: 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, see above, Relevant calendar IDs.
  • 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, pop-up, or SMS)
  • 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 audit log.

Offline Calendar

Identify if the Chrome Web Store is turned on for the user’s organizational unit.

Google Contacts
Topic Steps to try & requested information
Nature of the issue

Is this an issue with:

  • Contacts on the web at contacts.google.com?
  • Selecting a contact on the To line in an email compose window?
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).

Gmail

Delivery issues

Issue Requested information
All delivery issues
  • Full message headers from the sender’s affected messages
    The message headers should be no more than 5 days old. For details, go to Trace an email with its full headers.
  • The full Non-Delivery Receipt (NDR) for any bounce error messages
  • Name and version of the application used to send and retrieve mail (such as Gmail web or Outlook IMAP)
  • List of external IP addresses of message transfer agents (MTAs) that Gmail is not receiving messages from
  • Available server logs from external SMTP server
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:
  • Is the delivery status in the Email Log Search tool marked Spam and not delivered? For details, go to Interpret Email Log Search results.
  • Does the sending domain have a valid SPF record? For details, go to About SPF.
  • If the messages affected by this issue are internal messages, is the option Bypass spam filters for messages received from internal senders turned on in the Admin console? For details, go to Customize spam filter settings in Google Workspace.
  • If the messages affected by the issue are external messages, are the sending addresses and domains in the list of approved senders in the Admin console? For details, go to Customize spam filter settings in Google Workspace.
  • Is the sending IP address in the allowlist of IP addresses in the Admin console? For details, go to Add IP addresses to allowlists in Gmail.
  • If the receiving domain is forwarding emails to Google Workspace through an inbound gateway, are the IP addresses of the inbound gateway servers added in the Admin console? For details, go to Set up an inbound mail gateway.
  • Are groups involved as recipients? If yes, list the groups.
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.

  1. On your computer, open Chrome.
  2. At the top, click More ""and thenMore tools.
  3. Click Clear browsing data.
  4. At Time range, click the Down arrow "" and select a time, such as Last hour or All time.
  5. At Hosted App Data, check the box.
  6. Click Clear data.
  7. 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.
  • Try using the HTML version of Gmail. For details, go to See Gmail in standard or basic HTML version.
  • 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 under Network and DNS issues.
  • 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 that have used your account.

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: Troubleshooting

If you're having sending, receiving, or delivery issues, try these troubleshooting steps.

Issue Troubleshooting steps
Connecting to Gmail
Bounced messages
  • If the bounced message has a link to a Help Center article, follow the steps in the article.
  • Check past cases in the Google Customer Care Portal for a similar bounce message. For details, go to File & review support cases.
Delivery issues
  • To find the IP address that the Google Workspace server connected to for delivery, run Email Log Search. For details, go to Track message delivery with Email Log Search.
  • If Email Log Search shows message delivery errors, check if a forwarding rule or content compliance filter is affecting delivery.
Receiving issues
  • If the user recently migrated and imported many messages, they might have to wait a few days for the migration and import to finish.
  • Check if a third-party client is making too many IMAP requests.

SMTP issues: Requested information

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
  • Screenshot of Email Log Search results
  • Name of the email client
  • Any groups that were recipients
  • Message headers from the last 5 days for the affected messages, including the SMTP message ID, session ID, and the delivery date and time with the local time zone
  • Full non-delivery receipt (NDR) for bounced messages with error messages
  • Message IDs (view below)
Message delays
  • Screenshot of Email Log Search results
  • Number of messages affected by the issue
  • Any groups that were recipients
  • Message headers from the last 5 days for the affected messages, including the SMTP message ID, session ID, and the delivery date and time with the local time zone

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). If that address receives the message, you can use the message ID from that header using Email Log Search in the Admin console. For details, go to Track message delivery with Email Log Search.

Note: Logs that support uses go back only one week, so make sure the test message was sent within the past 5 days.

Google Groups
Issue Before you contact support Requested information
User interface
  • Clear the browser’s cache and cookies and check if the issue occurs.
  • In Chrome browser, check if the issue occurs in Incognito mode.
  • Turn off any browser extensions and check if the issue occurs.
  • Check if other users are affected by the issue.
  • Domain name
  • Name of the affected group
  • List of affected group members
Delivery
  • Was the message moderated?
  • Check if the sender received a bounce-back notification for the message.
  • Did anyone in the group get the message?
  • In your Admin console, use Email Log Search to find the message and identify the status.
    For details, go to Track message delivery with Email Log Search.
Google Chat

Check whether Chat is turned on in the Admin console. For steps, go to Set up Chat for your organization.

Google Meet

Before you contact support

Follow these steps to try to resolve the problem:

Requested information

If you’re still having issues, please provide the following information:

Ready to contact support?

You can get support by phone, chat, or email. For details, go to Contact Google Workspace support.


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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