Before you call support: Gather key information

Before contacting Google for help with your G Suite 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.

Your privacy

How is this information used?

The data and information you provide is used 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. 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.

We need this information for all issues

When you contact support, be sure to have this information along with the information required for your specific issue listed below.

Important: When submitting troubleshooting data to support, be sure to remove any sensitive data, such as account credentials, government identification numbers, cardholder data, and so on.

  • Detailed description of your issue
  • Steps taken to troubleshoot
  • If the problem is consistent or intermittent
  • If the issue is reproducible on a different device, operating system, browser, or network
  • Step-by-step instructions to reproduce the issue
  • Legible screenshots showing the full URL and exact error message or error condition
  • Google product and version (if applicable)
  • Date, time, and time zone the issue occurred
  • Affected usernames
  • Operating system type and version 
  • Names of any internet security, firewall, anti-virus, or pop-up blocking software installed on the affected devices
  • Browser type, version, and installed add-ons

Network and server issues

Network and DNS issues

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/
Server errors

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.

Administrative issues

Billing
If you open a case with support, provide any billing-related email notification messages.
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?
  • 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

File-management issues

Google Drive
Find your primary issue in the table below and provide the requested information.
Issue Requested information
Sharing
  • Type of document, such as Google Docs, Sheets, or Slides, that the issue occurs in
  • URL of the document
  • Username of the owner of the document
  • 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
  • Confirm that the document is not in user’s Drive Trash
  • Username of the owner of the document
  • Title of the document
  • URL of the document
Backup and Sync
  • 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.
Drive File Stream
  • URL of the affected file.
  • A screencast showing the issue.
  • For syncing issues, create a screencast or take screenshots, wait up to 2 hours, and then capture the Drive File Stream logs.
Offline issues
404, 500, and Service Disabled errors
  • Is Drive turned on for the domain and for the user's organizational unit?
  • 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/yourdomain.com?
Document doesn't load
  • Does the issue continue after you clear the browser's cache and cookies?
  • Provide the document’s URL.
  • Provide relevant HTTP header logs (instructions below).

Retrieve HTTP header logs

  1. Open a Chrome Browser tab and click More Moreand thenNew Incognito Window.
  2. In the Incognito window, click More More More Toolsand thenDeveloper Tools.
  3. Click Network. The network log starts recording. The red circle at the top shows that recording is on.
  4. In the Incognito window, reproduce the error.
  5. To stop recording, click the red circle. The Developer Tools window displays all the captured requests.
  6. Right-click any requestand thenSave all as HAR with content.
  7. Provide the HTTP or HAR information to support after recording.

Note: To get a log of HTTP headers using Mozilla® Firefox® or Microsoft® Internet Explorer®, refer to the product’s documentation.

Google Sites
Issue Requested information
General issues
  • URL of the affected site.
  • Function or aspect of the page that’s not working.
  • Does clearing the browser’s cookies and cache and restarting the browser fix the issue?
Page content, gadgets, and sharing
  • Affected content inserted into the site along with how it was added to the site (for example, document by URL or the gadget name).
  • Name of the gadget.
  • Screenshot of current sharing settings.
Video
Provide the following additional information:
  • Video URL
  • Video encoding
  • Video frame rate or bit rate
  • Video resolution 

Migration and sync issues

G Suite Migration for IBM Notes

Try troubleshooting the issue first

Issue Troubleshooting steps
Installation Go to the Troubleshooting section of the GSMIN Installation & Administration Guide.
No logs Usually means that the gmail-feeder.ntf was not correctly signed before the feeders were created. To fix this, using an account with sufficient access permissions, sign in to:
  • The GSMIN database that you created
  • Existing feeders
  • The 2 templates that are on the server (gmail-feeder.ntf and gmail-migration.ntf)
Note: There will be “agent execution error” messages on the Domino console.
There are log documents,  but users are not 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 enabled.
  • The signer doesn’t have Designer or above access to the mail databases.
  • The migration server isn’t trusted by the mail server to access its files.
Can't migrate any content Check the firewall and proxy settings that could prevent connections to G Suite from the migration server.

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 Statusand thenCalendar/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 Logsand thenAll by Site and Exceptionsand thenMigration 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 Exceptionsand thenMigration 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.

G Suite Migration for Microsoft Exchange

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.
Calendar Interop
  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 Appsand thenG Suiteand thenCalendar.
        
    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.

G Suite Sync for Microsoft Outlook
Provide the following information:
  • The version of G Suite Sync for Microsoft Outlook (GSSMO). To find the version, right-click GSSMO and thenclick 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.
Google Calendar Connector for IBM Notes
Complete the following steps and provide any relevant information:
  • 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.
Google Calendar Resource Sync
Before submitting a support case about Google Calendar Resource Sync (GCRS), make sure you installed GCRS as described in the installation steps.
Provide the following additional 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

Sign-in and password issues 

G Suite Password Sync

Before you call support

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.
G Suite single sign on (SSO)
Note: Super administrator credentials can’t be used for troubleshooting purposes because they aren’t redirected with SSO.
First, try clearing cache and cookies. Does the issue still occur? If so, we need the following information:
  • 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.

Chrome Browser and devices

Chrome Browser
Gather information related to the issue you’re experiencing with Chrome Browser.
Chromebox for meetings

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)
Jamboard

Before you contact support

Requested information

Provide the following additional 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.

Mobile devices
Provide the following additional information:
  • 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 upand thenSync 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.

Email, communication, and meetings issues​

Google Calendar
Provide the requested additional information for your primary issue.

General issues

Requested information How to find the information
All relevant calendar IDs
  1. On the left, point to a calendar and click More Moreand thenSettings and sharing.
  2. On the left, click Integrate calendar.
  3. Under Calendar ID, copy the email address.
All 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 Moreand thenTroubleshooting info.
  3. Copy the text in the window.
All relevant ICS files
  1. Go to mail.google.com/a/your_domain_name.
    Replace your_domain_name with your organization’s domain name.
  2. Open the invitation email for the event.
  3. Click More Moreand thenShow original.
  4. Click Copy to clipboard.

Missing Calendar events

Note: We can only look up calendar entry deletions that happened in the last 30 days.

General information
  • Is the affected calendar a primary or secondary calendar?
  • Provide the Calendar ID. 
  • Do you know why the events are missing?
Synchronization and sharing
  • Provide the name of the app that the user is syncing Google Calendar to (such as Microsoft® Outlook® or Apple® iCal®).
  • Provide the type of mobile devices that the user is syncing Google Calendar to (such as Android or Apple® iOS®).
  • Provide the sharing settings for the calendar.

Calendar sharing issues

  • Provide the Calendar ID. For details, see All relevant calendar IDs.
  • Identify the owner of the calendar.
  • Provide the list of individuals that the user is trying to share the calendar with.

Invitations or notifications not received

  • Identify the type of notification that's not being received (email, pop-up, or SMS).
  • For invitations, identify if other guests got the invitation.
  • Identify if the issue is a one-time incident or if the user is consistently not getting invitations or notifications.
  • If applicable, provide the name of the user’s desktop calendar client (such as Outlook or iCal).

Event creation, deletion, and editing

  • If the user is trying to book a resource, provide the user's current level of access for the resource and the resource's email address.
  • Provide 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 enabled for the user’s organizational unit.

Google Contacts
If you file a case, provide the following additional information:
Topic Requested information
Nature of the issue
  • Is this an issue with Contacts on the web at contacts.google.com?
  • Is this an issue with selecting a contact on the To line in an email compose window?
Number of contacts
  • Does the affected user have duplicate contact entries? 
  • If the user has duplicate contact entries, does merging them help? For details, go to Merge duplicate contacts.
Syncing contacts to clients or devices
  • 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, and so on)
  • Does disabling syncing fix the issue?
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 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:

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
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. 

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.
  • 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.
Hangouts Chat and Meet

Provide the following additional information:

Ready to contact support?

You can get support by phone, chat, or email. For details, see Contact G Suite support

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