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 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.

Before you begin

Important: When you submit troubleshooting data to support, remove sensitive data, such as passwords, government identification numbers, and cardholder data.

Besides the information for your specific issue (listed below), 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 in Guest mode or Incognito mode, showing the full URL and exact error message or condition
• 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

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.
Google Drive for desktop	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 for desktop logs.
Offline issues	Are users allowed to use Docs, Sheets, and Slides offline? For details, go to Set up offline access to Docs editors. Do you have the Chrome Web Store turned on? Is the Google Docs Offline Chrome extension installed?
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/example.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 New Incognito Window.
2. In the Incognito window, click More More ToolsDeveloper 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 requestSave 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

Calendar Interop

Troubleshooting

1. Check if your issue is addressed in the Troubleshoot Calendar Interop issues article.

   If not, 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 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 AppsGoogle Workspace Calendar.
   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 the Exchange user:
   1. Doesn’t have Google Calendar turned on.
   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 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.

Using Exchange 2010

1. Make sure you followed the additional steps in Set up with Exchange 2010.
2. On your Exchange server, to make sure the Autodiscover XML is accessible by GET and POST requests from your Exchange server over HTTP and HTTPS, run the following PowerShell commands. Replace googleworkspace.domain.com with the address space configured during the setup process.
   • (Invoke-WebRequest https://googleworkspace.domain.com/autodiscover/autodiscover.xml -Method GET).Content
   • (Invoke-WebRequest https://autodiscover.googleworkspace.domain.com/autodiscover/autodiscover.xml -Method GET).Content
   • (Invoke-WebRequest https://googleworkspace.domain.com/autodiscover/autodiscover.xml -Method POST).Content
   • (Invoke-WebRequest https://autodiscover.googleworkspace.domain.com/autodiscover/autodiscover.xml -Method POST).Content
   • (Invoke-WebRequest http://googleworkspace.domain.com/autodiscover/autodiscover.xml -Method POST).Content
   • (Invoke-WebRequest http://autodiscover.googleworkspace.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 you downloaded when you set up Calendar Interop. Correct any errors before you add the output of the commands to 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:

• Keep the migration running (if possible).
• Check the Data migration service FAQ.
• Follow the troubleshooting steps described under Troubleshoot the data migration service.
• Review the data migration service error messages and error codes.
• During a migration between Google Workspace accounts, make sure you're signed in as an admin on the destination environment when creating a support case.
• Open the support case when the issue occurs.

Requested information

Provide the following information when submitting a support case:

• The data you’re trying to migrate (email, calendar, or contact data).
• If items are not migrating, provide one example of an item that was unsuccessful. Include information such as message ID, event ID, and contact details.
• The destination environment account(s). If multiple accounts are affected, provide at least one example.
• The source environment account(s).
• The source environment server type.

• The domain-level migration reports and the error reports. Learn more

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 when submitting a support case:

• 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: name, port, type of server, etc.

Google Calendar Connector for HCL Notes (GCCHN)

Complete the following steps and provide any relevant information when submitting a support case for Google Calendar Connector for HCL Notes (GCCHN):

• Review the information in Troubleshoot GCCHN.
• Verify you meet the system requirements.
• The Domino server version.
• The GCCHN version.
• Review the Agent and Detailed Event logs for any errors. For details, go to Troubleshoot GCCHN.
• Provide log files as NSF files, structured text, or screenshots.

Google Calendar Resource Sync (GCRS)

Before submitting a support case for 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 (GCDS)

Review the following articles and provide any relevant information when submitting a support case for Google Cloud Directory Sync (GCDS):

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

Google Workspace Migration for HCL Notes (GWMHN)

Try troubleshooting the issue first

Issue	Troubleshooting steps
Installation	Go to the Troubleshooting section of the GWMHN Admin Guide.
No logs present	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 Google Workspace Migration for HCL Notes (GWMHN) database you created. The existing feeders. The 2 templates 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 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.

Additional information needed by support

• Verify the system requirements.
• Provide the Domino Server version and GWMHN product version (using the latest version of GWMHN 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 the 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 Google Workspace, you can Export GWMHN logs to review them. 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. Turn on 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. 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: Only use detailed event logging to help resolve a problem because it has a detrimental effect on GWMHN performance.

  3. For additional details on NSF files, go to Export logs as NSF files.

Google Workspace Migration for Microsoft Exchange (GWMME)

Provide the following information when submitting a support case for Google Workspace Migration for Microsoft Exchange (GWMME):

• The Exchange server version and patch level.
• Whether an admin account exists on Exchange with Receive As rights to all users' mailboxes.
• The number of affected accounts.
• The GWMME log files. For details, go to Troubleshoot GWMME.

Google Workspace Sync for Microsoft Outlook (GWSMO)

Provide the following information when submitting a support case for Google Workspace Sync for Microsoft Outlook (GWSMO):

• The GWSMO version. To find the version, click GWSMO About in your Microsoft Windows taskbar notification area.
• The Outlook version.
• Messages from the Sync Issues folders in Outlook.
• GWSMO trace log files from the client. Learn more

Sign-in and password issues

G Suite Password Sync (GSPS)

Before you call support

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

Requested information

• Download and run the GSPS Support Tool (an open-source tool by Google that 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 LDAP Data Interchange Format (LDIF) dump for one of them. This dump isn't necessary for GSPS installation issues.

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, 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.
• 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

Try to resolve the issue using these resources:

• How to troubleshoot Meet Hardware
• Using the Room health dashboard

Depending on your issue, we need the following 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).
• 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
• 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

• 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, go to Get device logs for support issues.

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 with finding the information, go to 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 computer 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.
  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.

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	On the left, point to a calendar and click More Settings and sharing. On the left, click Integrate calendar. Under Calendar ID, copy the email address.
All relevant event IDs	Make sure you’re signed in to your managed Google Account and go to https://www.google.com/calendar/render?gsessionid=OK&eventdeb=1. Click the eventMore Troubleshooting info. Copy the text in the window.
All relevant ICS files	Go to mail.google.com/a/your_domain_name. Replace your_domain_name with your organization’s domain name. Open the invitation email for the event. Click More Show original. Click Copy to clipboard.

Missing Calendar events

Note: We can only find 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, go to 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 computer 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 turned on 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’re syncing (IMAP, CardDav, and so on) Does turning off sync 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 or .eml 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 turned on 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 allowlist of IP addresses in the Admin console? For details, go to Whiltelist IP addresses 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 each of the following questions: Is the sending IP address in the allowlist in the Admin console? For details, go to Add IP addresses to allow lists 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

First, clear your browsing data.

1. On your computer, open Chrome.
2. At the top right, click More More 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, go to Google Admin Toolbox Browserinfo 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 Google Admin Toolbox Browserinfo 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 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.

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 (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 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 1 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.	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.

Google Chat

Provide the following additional information:

• Is Google Chat turned on in the Admin console?

Google Meet

Try to resolve the problem using these resources:

• Make sure Google Meet is turned on in the Admin console.
• If Meet is on, where is the issue happening? Is it in the Calendar or Gmail interface, or both?
• Troubleshoot issues with Google Meet, such as problems starting or joining a meeting.
• Review the Known issues and limitations.

Troubleshooting resources for Google Workspace administrators:

• Use the Meet quality tool to troubleshoot Meet video meetings in real time and identify the root cause of issues.
• Use the audit log to understand users video meeting activity.
• Go to How to troubleshoot Meet to gather additional information before contacting support.

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.