Before you call support: Gather key information

The data and information you provide is used to troubleshoot the issue you’re reporting.

For privacy reasons, our support agents don’t have access to any user views that show user-generated content. Our support agents won’t have access to 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 to confirm the error or behavior as your users experience it. The exact error messages help us to 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.

For any network latency issue, such as accessing mail.google.com, provide 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 (Microsoft^® Windows^®) or ping -c 3 mail.google.com (UNIX)
• ping mail.yahoo.com and stop after 3 results (Windows) 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 from http://whatismyipaddress.com/

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

• Verify that the issue still exists with every communication.
• How long has the issue persisted? Issues are only escalated if error messages persist for more than an hour.
• Does waiting 30–60 minutes and trying again help? Most apps will automatically failover after a few server errors, but it might take several minutes.

Before you contact support

• In Chrome Browser, can you reproduce the problem in an Incognito window?
• Can you reproduce the problem 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

• Video URL
• Video encoding
• Video frame rate or bit rate
• Video resolution 

Additional information needed by support

• Verify that the system requirements are met.
• Provide the Domino Server version and G Suite Migration for IBM Notes (GSMIN) tool version (using the latest version of GSMIN is recommended when starting the setup process).
• If the errors are happening at the document level, check the Migration Status view in each user's mail file for errors or status of each document migrated (Migration StatusCalendar/Contacts/Mail).
• For high-level errors, such as errors accessing resources on the Domino server or signing in to G Suite, review the Migration Errors logs:
  1. Go to LogsAll by Site and ExceptionsMigration Errors. 
  2. If there are no logs, try the troubleshooting steps above.
• Investigate the activity log in the user's profile document.
• Provide actual logs as NSF files, structured text, or screenshots:
  1. Enable the recording of migration error details at the site level so the system can trap any migration errors in the ExceptionsMigration Exceptions view (XML output and Google response to HTTP POSTs are logged).
  2. Enable detailed migration event logging under the Advanced tab of the relevant site profile. For details, see the GSMIN Installation & Administration Guide.

     The detailed event logging database (gmail-feeder-#-log.nsf) is created for each feeder in the same folder as the GSMIN databases on the migration server.

     Note: Enable detailed event logging only to help resolve a problem because it has a detrimental effect on GSMIN performance.

Provide the following information:

• The Exchange server version and patch level.
• Whether an admin account has been created on Exchange with Receive As rights to all users' mailboxes.
• The number of affected accounts.
• Log files for G Suite Migration for Microsoft Exchange (GSMME). For details, go to Troubleshoot GSMME.

1. Check if your issue is addressed in the Solutions for Calendar Interop issues article.
   If not, go to the next step.
2. Get availability information for an 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 enabled.
   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 AppsG SuiteCalendar.
        
   3. Click Calendar Interop management.
   4. Next to Interoperability settings, check the Enable Interoperability for Calendar box and click Save.

Google Calendar users checking Exchange user's availability

1. Make sure that the Exchange user:
   1. Doesn’t have Google Calendar enabled.
   2. Is not using a consumer Gmail account. For details, go to About conflicting accounts.
2. Get a HAR capture of the Calendar issues. For details, go to How to get a HAR capture. 

Exchange users checking a Google Calendar user's availability

1. From the Exchange Management Shell, run the following command:
   Get-AvailabilityAddressSpace -Identity gsuite.domain.com | fl
   Replace gsuite.domain.com with the address space that you added during the setup process. 
2. Provide the output in the support case.

Using Exchange 2010 

1. Make sure that you followed the additional steps in Set up with Exchange 2010.
2. On your Exchange server, to ensure that the autodiscover XML is accessible by GET and POST requests from your Exchange server over HTTP and HTTPS, run the following PowerShell commands. Replace gsuite.domain.com with the address space configured during the setup process.

   • (Invoke-WebRequest https://gsuite.domain.com/autodiscover/autodiscover.xml -Method GET).Content

   • (Invoke-WebRequest https://autodiscover.gsuite.domain.com/autodiscover/autodiscover.xml -Method GET).Content

   • (Invoke-WebRequest https://gsuite.domain.com/autodiscover/autodiscover.xml -Method POST).Content

   • (Invoke-WebRequest https://autodiscover.gsuite.domain.com/autodiscover/autodiscover.xml -Method POST).Content

   • (Invoke-WebRequest http://gsuite.domain.com/autodiscover/autodiscover.xml -Method POST).Content

   • (Invoke-WebRequest http://autodiscover.gsuite.domain.com/autodiscover/autodiscover.xml -Method POST).Content

3. Provide the output in the support case.

   Note: The command output should be identical to the autodiscover.xml output that you downloaded when you set up Calendar Interop. Correct any errors before you add the output of the commands to the support case.

• The version of G Suite Sync for Microsoft Outlook (GSSMO). To find the version, right-click GSSMO click About.
• The version of Outlook.
• Messages from the Sync Issues folders in Outlook.
• Trace files for GSSMO from the client. See Locate your trace files.

• Review the information in Troubleshoot GCCIN. 
• Verify that you meet the system requirements.
• Version of IBM^® Domino^® server.
• Version of Google Calendar Connector for IBM Notes.
• Investigate Agent and Detailed Event logs for any errors. For details, see Troubleshoot GCCIN.
• Provide actual logs as NSF files, structured text, or screenshots.

• 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.

• Troubleshoot common GCDS issues
• What GCDS information do I need before contacting support?

Before you call support

• Make sure you installed the tool correctly. For details, go to Set up G Suite Password Sync. 
• Follow the troubleshooting steps described in Troubleshooting GSPS.

Requested information

• Download and run the support tool and attach the ZIP file it creates to your support case. The tool gathers all the information required to diagnose issues with GSPS. Go to GitHub to download the tool.
• If the issue is affecting specific users, provide an LDAP Data Interchange Format (LDIF) dump for one of them. This dump isn't necessary for GSPS installation issues.

• Name and version of the SSO package that you’re using.
• How the user accesses their account—https://accounts.google.com/ or provide the custom URL.
• List of apps affected by the issue.
• If the issue affects only new connections or if it also affects existing connections.
• If the user is redirected to the authentication page or if SSO fails without redirecting the user.
• If the user is using Chrome Browser, see if you can reproduce the issue on the Canary channel, an experimental Chrome Browser release channel. For details, go to Chrome Browser release channels. 
• A HAR capture of the problem.  For details, go to HAR Analyzer.

  Important: HAR files include the content of the pages you download while recording. All the information that you submit while recording gets included, such as personal details, passwords, and credit card numbers. We recommend that you delete any sensitive information before recording and submitting a HAR capture.

Depending on your issue, we need the following information.

For hardware issues

• Device serial number.
• Affected component.
• System logs after reproducing the issue along with the timestamp of the reproduction itself. For details, go to Capture logs for Google Hangouts.
• If the issue is related to returns or repairs, your shipping details (address, email, phone, and so on).
• VAT registration number (if customer is in EMEA).

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
• Classic Hangouts or Hangouts Meet service availability
• Wi-Fi network signal strength (Chrome OS only)
• If default gateway is reachable (Chrome OS only)

Before you contact support

• Review the system requirements that you need for Jamboard. For details, go to Jamboard hardware and software overview.
• Provide feedback from the device starting with the case number in the subject line and add the approximate time when the issue was produced. For details, see Get device logs for support issues.

Requested information

• Device serial number
• Build fingerprint google/baracus/baracus
• KioskService version code
• KioskService version name
• JamKiosk version code
• JamKiosk version name
• GMS version code
• GMS version name

If you need help finding the information, see Troubleshoot Jamboard and test components.

• Setup step when the error occurs.
• If applicable, the name and version of the Google app (such as MailByGoogle or CalendarSync). Does reinstalling the app solve the issue?
• Can the issue be reproduced using a desktop browser?
• Type of network connection. 
• Can users sign in using another method on the device, such as through a web browser or MailByGoogle?
• If using Google Sync, is Allow work data to sync via ActiveSync 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.

     If you don't see Devices on the Home page, at the bottom, click More controls.

  3. Click Set upSync on Mobile.
• Are the configured user and server settings on the client app correct?
• Device and OS version.
• Mobile carrier.
• If applicable, mobile browser version.
• Provide logs from the device that’s using the app. To get synchronization and debug logs, refer to your device’s documentation.

General issues

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 file, retrieved from the Gmail Spam folder of 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 each of 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 Help prevent email spoofing with SPF records. 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? For details, go to Customize spam filter settings. 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. Is the sending IP address in the allow list of IP addresses in the Admin console? For details, go to Whiltelist IP addresses in Gmail. If the receiving domain is forwarding emails to G Suite 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 each of the following questions: Is the sending IP address in the allow list in the Admin console? For details, go to Whitelist IP addresses in Gmail. Is the delivery status in the Email Log Search tool marked delivered and not marked Spam? For details, go to Interpret Email Log Search results. Is the sender in the personal contacts of the recipient?  Are the sending addresses and domains in the list of approved senders in the Admin console? For details, go to Customize spam filter settings. Are groups involved as recipients? If yes, list the groups.
Outbound messages incorrectly classified as spam	Answer each of the following questions: Does the sending domain have a valid SPF record that lists all the servers allowed to send messages on behalf of the domain? For details, go to Help prevent email spoofing with SPF records. Does this issue persist after following the guidelines for sending bulk emails? Review Prevent mail to Gmail users from being blocked or sent to spam.

Webmail and frontend issues

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, go to http://browserinformation.appspot.com and include the information the test generates.
• Attach an HTTP Archive (HAR) capture of the problem. For details, go to HAR Analyzer.

  Important: HAR files include the content of the pages you download while recording. All the information that you submit while recording gets included, such as personal details, passwords, and credit card numbers. We recommend that you delete any sensitive information before recording and submitting a HAR capture.

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.
• How many separate networks have you experienced the issue on?
• While experiencing the reported issue, provide HTTP headers captured using IEWatch (for Microsoft® Internet Explorer®) or live HTTP headers (for Mozilla® Firefox®).
• Check if the user has more than 1,000 labels.
• Include the command output information requested under Network and DNS issues.
• On the affected user’s computer, go to http://browserinformation.appspot.com and include the information the test generates.

Email clients (IMAP or POP issue)

• 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).
• Try restarting the mail client.
• Check if the user can use Gmail on the web without issue.
• Check if traceroute to service.gmail.com (pop.gmail.com or imap.gmail.com) is successful.
• Check if a ping test to service.gmail.com (pop.gmail.com or imap.gmail.com) is successful.

Troubleshoot issues with SMTP server, fax, printer, scanner, or copier

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

Issue	Troubleshooting steps
Connecting to Gmail	Make sure that you’re using the correct port for the SMTP service that’s connected to Gmail. For details, go to Send email from a printer, scanner, or app. If you’re using aspmx.l.google.com to connect, you can only send messages to internal users. To send messages to external recipients, use smtp.gmail.com. For details, go to SMTP relay: Route outgoing non-Gmail messages through Google. Check if there's a firewall that’s blocking the connections.
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 Cloud Support Center for a similar bounce message. For details, go to File and manage Support Center cases.
Delivery issues	To find the IP address the G Suite 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.

Requested information for SMTP issues

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 and the delivery date & time with the local time zone. Full non-delivery receipt (NDR) for bounced messages with error messages Message IDs (see 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 SMTP MessageId and delivery date & 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 used by support go back only one week, so make sure the test message was sent within the past five days. 

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.	Provide the name of the domain. Provide the name of the affected group. List the 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.	Provide the name of the domain. Provide the name of the affected group. List the affected group members. Provide message headers that are no more than 5 days old.

Provide the following additional information:

• Is Google Hangouts turned on in the Admin console?
• If Hangouts is enabled, where is the issue happening? Is it in the Calendar or Gmail interface, or both?
• If the issue occurs with video meetings, provide a log file. For details, go to Capture logs for Google Hangouts.