Before you call Support: Gather key information

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

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

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

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

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

For any network latency issue, e.g. accessing mail.google.com, we need to see the outputs of the following commands executed by the affected user:

• nslookup mail.google.com
• nslookup mail.yahoo.com
• nslookup gmail.com

• ping -s 3 mail.google.com (Windows) or ping -c 3 mail.google.com (UNIX)
• ping mail.yahoo.com (Windows) (and stop after three results) or ping -c 3 mail.yahoo.com (UNIX)
• ping -s 3 gmail.com (Windows) or ping -c 3 gmail.com (UNIX)

• tracert mail.google.com (Windows) or traceroute mail.google.com (UNIX)
• tracert mail.yahoo.com (Windows) or traceroute mail.yahoo.com (UNIX)
• tracert gmail.com (Windows) or traceroute gmail.com (UNIX)

• ipconfig /all (Windows) or ifconfig -a (UNIX)

• External IP information (e.g. visit http://whatismyipaddress.com/)

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

• Verify and include the exact date, time, and timezone that the user first experienced an issue.
• Verify that the issue still exists with every communication (since most server errors are temporary).
• How long has the issue persisted? (Issues are only escalated if error messages persist for more than an hour.)
• Try waiting half an hour/ one hour and try again. Does this help? (Most apps will automatically fail over after a few server errors, but this may take several minutes.)
• Include the EXACT error messages and/or status codes.

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

• Delivery issues
• Webmail/frontend issues
• Slowness/latency in the web interface
• Offline Gmail
• Email clients
• G Suite Sync for Microsoft Outlook
• Message from an SMTP server, fax, printer, scanner, or copier not received

Delivery issues

All delivery issues:

• Affected account(s), including sender and receiver
• Full message headers from affected messages (retrieved from sender's Gmail). The message headers should be no more than 5 days old.
• Bounce error messages, if applicable (provide the full NDR)
• Application used to send/retrieve mail and version (Gmail web, Outlook IMAP, etc)
• List of external IP addresses of MTA's that Gmail is not receiving messages from, if applicable
• Server logs from external SMTP server, if applicable and available

For spam issues, please also provide:

• Full message headers in a .txt file, retrieved from the Gmail Spam folder of recipient (never the sender). Please provide the full email message headers from a message which was affected by this issue within the past 5 days.

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

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

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

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

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

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

Webmail/frontend issues

• Please provide the browser and operating system in use by the affected user, including version.
• Do you have any features turned on in Advanced settings? If yes, does disabling resolve the issue?
• Does clearing cookies, cache, and restarting browser help?
• Does the issue occur for a different user logged in on the same machine?
• Does using the HTML version help resolve the issue? You can access HTML version of Gmail at:
  https://mail.google.com/mail/u/0/h/1pq68r75kzvdr/?v%3Dlui
  Learn about using Gmail in standard or basic HTML.
• Is the affected user using a Proxy? If yes, is the issue still reproducible without a proxy?
• Is the issue reproducible using the user account on different browsers, OS, computer systems or mobile devices?
• Is the issue reproducible using a different user account on the same computer system?
• Provide full screenshots exposing browser address bar (URL) and any EXACT error messages or browser script errors.
• Navigate to http://browserinformation.appspot.com, run the test, and include the information the test generates.
• Please attach a HAR capture of the problem. See the Apps Toolbox for steps to capture and analyze HAR files.

Slowness/latency in the web interface

• Please provide the browser and operating system in use by the affected user, including version.
• Do you have any features turned on in Advanced settings? If yes, does disabling resolve the issue?
• Which browsers have you experienced this on?
• How many separate networks have you experienced this on?
• HTTP headers captured using IEWatch (for Internet Explorer) or live httpheaders (Firefox) while the reported issue is experienced.
• Do you have a large number of labels (1000+)?
• Include command output information requested under Network/DNS issues
• Very detailed description of slowness (ie. it takes 10 seconds to open or send email, seeing error #717, etc.)
• Navigate to http://browserinformation.appspot.com, run the test, and include the information the test generates.

Email clients (IMAP/POP issue)

• Is the email client using IMAP or POP? Provide screenshots of the configured server info (i.e. imap.gmail.com / imap.googlemail.com)
• Does restarting the mail client resolve the issue?
• Does the web UI work?
• Traceroute to service.gmail.com (ie. pop.gmail.com or imap.gmail.com, depending on the client configuration) successful?
• Ping test to service.gmail.com (ie. pop.gmail.com or imap.gmail.com, depending on the client configuration) successful?

G Suite Sync for Microsoft Outlook (GSSMO)

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

• G Suite Sync for Microsoft Outlook (GSSMO) version used (right click on tray icon, select About)
• OS version, Outlook version
• Use the GSSMO guide to match the supported feature set to the reported problem
• Provide Outlook > Sync Issues message
• Provide trace files for GSSMO from the client. Trace files are located on your computer in the following location:
  • Windows Vista, 7, 8, and 10: C:\Users\your-user-name\AppData\Local\Google\Google Apps Sync\Tracing\

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

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

Troubleshooting steps before filing a case:

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

Delivery issue - sending and receiving

• Did Google bounce the message? This can be confirmed by looking at the bounce message suffix to see if it has a -gsmtp tag affixed to it. If the bounce message contains a link to a help center article, follow the procedure provided in the article. If no article is provided in the bounce message, check the Google's Gmail help center support page for more general troubleshooting information.
• Check past cases in your support portal for a bounce message similar to the one encountered.

Recipient did not receive the message

• Run an email log search to view the IP address the G Suite server connected to in order to deliver the message.

For sending or receiving delivery failure, provide the following information:

1. Did you try the Email log search to see if the message was delivered or bounced? If so, can you provide a screenshot?
2. Is the issue intermittent or persistent?
3. What email client was used?
4. Were groups used as the recipients?
5. Provide message headers for affected messages from the last 5 days, including SMTP MessageId and delivery date & time with the local timezone.
6. If messages are bouncing with error messages, provide the full non-delivery receipt.
7. If the email log search shows message delivery errors and the recipient has not received the message, check to see if a forwarding rule or content compliance filter has been configured affecting message delivery.

Delivery issue - message delay

• Did the user migrate recently and import many messages? If so they might have to wait a few days for the queue to clear up.
• Check if the user has any kind of third party client that is making too many IMAP requests.

For issues with message delays, provide the following information:

1. Did you do an email log search to see if the message was delayed?
2. Are many messages affected by this issue?
3. Were groups used as the recipients?
4. Provide message headers for affected messages from the last 5 days, including SMTP MessageId and delivery date & time with the local timezone.
5. Provide email log search output if possible.

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

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

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

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

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

• General issues
• Missing Calendar events
• Calendar sharing issues
• Invitations/Notifications not received
• Event creation, deletion, and editing
• Offline Calendar

General issues

• All relevant calendar IDs

• All relevant event IDs

• All error messages associated with the issue
• Steps to reproduce the issue
• All relevant ICS files

Missing Calendar events

• The calendar the events are associated with. Is it a primary or secondary calendar? What's the Calendar ID?
• If the user is syncing the calendar with a desktop application, such as Microsoft Outlook or iCal, give the name of that application
• If the user is syncing the calendar with a mobile device, such as Android, BlackBerry, or iOS, give the type of device
• The sharing settings on the calendar
• Do you know why the events are missing?

Calendar sharing issues

• The nature of the sharing issue
• The Calendar ID
• The owner of the calendar
• A list of individuals the user is trying to share the calendar with

Invitations/Notifications not received

• If a notification, the type of notification (email, pop-up, or SMS)
• If an invitation, did other attendees receive the invitation?
• Is this issue a one-time incident, or is this user consistently not receiving invitations/notifications?
• If the user is using a desktop calendar client, such as Microsoft Outlook or iCal, the name of the client

Event creation, deletion, and editing

• Screenshots or text of any error messages
• If the user is trying to book a resource, the user's current level of access for the resource, along with the resource's email address.
• An audit log report, including all the data you want to show. Save the data to a .CSV file. For more information, see Calendar audit log.

Offline Calendar

• Do you have the Chrome Web Store enabled?
• Any error messages

In addition to the general troubleshooting information above, follow these instructions to provide the requested information in the support case:

1. First, see if your issue is addressed in the Solutions for Calendar Interop issues article.
   If not, go to the next step.

2. Use the diagnostic tool at Calendar Interop tools to retrieve availability information for an Exchange user and a Google user. 

   1. Download the CSV output of any errors you get, and look them up in Calendar Interop error messages. 

   2. Provide the CSV file(s) in the support case.

3. Verify that Calendar Interop is enabled.

   1. Go to the Admin console  Apps   G Suite   Calendar   Calendar Interop management.

   2. Click Interoperability settings and select Enable Interoperability for Calendar.

4. (For a Google Calendar user checking an Exchange user's availability) If Google Calendar users have issues when trying to check an Exchange user's availability, but the troubleshooting tool doesn’t show an error: 

   1. Make sure that the Exchange user whose availability you're checking doesn't have Google Calendar enabled. User availability is often visible from the diagnostic tool at Calendar Interop tools but not in the Google Calendar web UI because that email address belongs to a Google user who has Google Calendar enabled. This might also be a consumer user.

   2. Follow the instructions at How to get a HAR capture to record the HTTP session of the Calendar issues. 

   3. Provide the details of one affected user and describe the issue in the support case. For example, "user1@solarmora.com can't see the availability of user2@solarmora.com," or "user3@solarmora.com's calendar appears available, although their calendar has an event at 4:23."

5. (For an Exchange user checking a Google Calendar user's availability) Run the following command from the Exchange Management Shell, and provide the output in the support case:
   Get-AvailabilityAddressSpace -Identity gsuite.domain.com | fl
   
   Replace gsuite.domain.com with the address space you configured during the setup process. Provide the output in the support case.

6. If you are using Exchange 2010: 

   1. Make sure that you’ve followed the additional steps in Set up with Exchange 2010.

   2. Run the following PowerShell commands on your Exchange server and provide the output in the support case. 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

These commands ensure that the autodiscover XML is accessible by GET and POST requests from your Exchange server, over HTTP and HTTPS. The command output should be identical to the autodiscover.xml output you downloaded when setting up Calendar Interop. If it isn't identical or you see any errors, please correct them, and provide the output of the commands in the support case.

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

• General issues
• Sharing
• Missing documents
• Document/Editor doesn't load
• Backup and Sync
• Drive FileStream
• Offline Docs, Sheets, and Slides
• 404/500/Service Disabled

General issues

• List all users affected
• Step-by-step instructions to reproduce the issue (if possible)

Sharing

• The type of document you're experiencing issues with (Docs, Sheets, Slides, etc.)
• The URL of the document
• The owner of the document
• List the users that the document is shared with. What is the sharing setting (edit, comment, or view)? Is the issue experienced by all users on the sharing list?
• The exact date and time the issue was experienced

Missing documents

• Look for the document in the user's Google Drive Trash. Can it be found there?
• The owner of the document
• The title of the document
• The URL of the document

Document/Editor doesn't load

• Screenshots and text of any errors encountered
• Clear the browser's cache and cookies. Does the issue persist?
• Is the issue reproducible from another computer, network, and browser?
• The URL of the document
• The current operating system version
• The browser version and a list of installed add-ons
• Relevant HTTP headers

Backup and Sync

• The user affected by the issue
• The user's version of the Drive sync client (select About from the Drive menu)
• The user's version of Windows or OS X
• Screenshots of any errors or display issues (see Error messages for sync problems for solutions to common errors)
• Original file names or URLs of affected items
• If the issue is related to syncing or crashing, send an error report to Google by following these steps.

Drive File Stream

• Affected user
• Affected file name and URL
• Last time and date of issue occurring
• A screencast showing the issue, or “before” and “after” full screen screenshots
• Mandatory: If the issue is related to syncing, create a screencast or screenshots, wait up to 2 hours, and then capture the Drive File Stream logs for support.

Note: Support agents may require additional information, depending on their initial investigation results. Questions may be short or long.

Offline Docs, Sheets, and Slides

• Do you have the Chrome Web Store enabled?
• Is the Chrome Drive app installed?
• Has an admin enabled the control panel setting to allow users to use offline Docs, Sheets, and Slides?
• Screenshots of the issue

404/500/Service Disabled

• Is the service enabled both for the domain and for the user's specific organization?
• Try disabling and reenabling the service (this can be done through the control panel). Does the problem persist?
• Access Drive through http://drive.google.com/a/yourdomain.com. Does the issue appear when you access Drive through this URL?

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

• General issues
• Sharing
• Page content & gadgets

General issues

• Affected users
• The URL of the affected site
• Step-by-step instructions for how to reproduce the issue, if possible
• The function or aspect of the page that is not working properly
• The date and time the user began experiencing the issue
• Screenshots and text of any errors
• Does clearing the browser's cookies and cache, and restarting the browser resolve the issue?
• Is the issue reproducible on a different computer and network?

Sharing

• Affected users
• Screenshot of current sharing settings

Page content & gadgets

• The name of the gadget
• The content inserted into the site, along with the method of insertion (document URL if by doc or spreadsheet, gadget name if by gadget, and so on)
• Relevant HTTP headers. See the Drive section above to learn how to obtain HTTP headers.

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

User interface issues

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

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

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

• Domain
• Affected group
• Affected group members
• Description of problem
• Steps to reproduce
• Screenshots of each error message that appears, including the page URL
  
  Screenshots are necessary because error messages manifest differently throughout the interface, and seeing the actual error is very helpful to resolve a case. Also, including the URL in screenshots helps us more easily reproduce the issue in various environments.

Delivery issues

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

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

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

• Domain
• Affected group
• Affected group members
• Description of problem
• Message headers (no more than 5 days old)
  
  Message headers are required so we can track the particular group emails you're having problems with on our servers. The logs are active for only one week, so to allow us time to investigate your particular issue, please be sure to include recent headers.

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

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

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

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

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

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

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

• Is the issue affecting all users at the domain? If not, provide at least one affected username.
• Exact transcription of the error message on the device (if applicable)
• At what step during setup does the error happen? (e.g. logging in to Google service/syncing/sending mail/accepting calendar event)
• Google Application used and version (if applicable, i.e. MailByGoogle, CalendarSync)
• Can the issue be reproduced on a different mobile device?
• Can the issue be reproduced using a desktop browser?
• What type of network connection is in use (Wi-Fi, 3G, Edge, etc)?
• Can users login using another method on the device? (BB messenger via IMAP, web browser, MailByGoogle, etc.)
• If using Google Sync via ActiveSync, is "Enable Google Sync" checked under Service settings > Mobile in the Control Panel?
• Are the configured user/server settings on the client app correct?
• Does reinstalling the Google app solve the issue?

• Device and OS version (Android, BlackBerry, iPhone, Nokia/Symbian, Palm, Windows Mobile, other)
• Mobile Carrier
• Mobile Browser version (if applicable)
• Provide logs from the client device:
  • iPhone (use iPhone Configuration Utility)
  • BlackBerry debug logs (hold ALT and hit L G L G)
  • Blackberry Google sync logs (from help menu, hold ALT and hit d)
  • Nokia MfE logs (admin_logN.txt in Mail for Exchange directory)
  • Windows Mobile ActiveSync (enable verbose event logging, get serverlog file under \Windows\ActiveSync)

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

• Provide full screenshots exposing browser address bar (URL) and any EXACT error messages or browser script errors.
• If it's a missing settings issue, did the affected user try switching to Domain settings from General to Next generation?

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

• Collect any billing related email notification messages when available
• Collect legible screenshots including full URL and error message/condition

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

• Version of Google Cloud Directory Sync (GCDS)
• The configuration file
• The verbose log file by using the following steps:
  • Set log level to Trace (Configure Log files Log level = trace)
  • Set the log file name and location (default is sync.log in the install directory)
  • Run the sync
  • Send the logs and set the log level back to info

Review common issues in Troubleshoot common GCDS issues.

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

• G Suite Sync for Microsoft Outlook (GSSMO) version used (right click on tray icon, select About)
• OS version, Outlook version
• Use the GSSMO guide to match the supported feature set to the reported problem
• Provide Outlook > Sync Issues message
• Provide trace files for GSSMO from the client. Trace files are located on your computer in the following location:
  • Windows Vista, 7, 8, and 10: C:\Users\your-user-name\AppData\Local\Google\Google Apps Sync\Tracing\

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

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

• A step-by-step description of what you're trying to do, and where it is failing.
• A screenshot of any error messages you're seeing.
• Download the support tool and run it. The tool gathers all the information required to diagnose issues with GSPS. Attach the zip file it creates to your support case.
• If the issue is affecting specific users, provide an LDIF dump for one of them. This isn't necessary for GSPS installation issues.

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

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

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

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

• Verify that the system requirements are met, provide Domino Server version, as well as G Suite Migration for IBM Notes (GSMIN) tool version (using latest version of GSMIN is recommended when starting the setup process)
• Attach full-screen legible screen shots of any error messages
• Provide example affected user names (check if they can log in to G Suite on the web)
• If the errors are happening at the document level, check Migration-Status views in each user's mail file for errors/status of each document migrated (Migration Status Calendar/Contacts/Mail). 
• For high-level errors, investigate the Logs All by Site and Exceptions  Migration Errors (as well as other) views for any related logs (see below troubleshooting steps if there are no logs).
• Investigate the activity log in user's profile document.
• Provide actual logs as NSF files or exported as structured text (or screen shots if applicable):
  • Enable Record migration error details at the site level so the system can trap any migration errors in the Exceptions > Migration Exceptions view (XML output and Google response to HTTP POSTs will be logged)
  • Enable Detailed Event Logging under the Advanced Tab of the relevant Site Profile (see the GSMIN Installation & Administration Guide for details). The Detailed Event logging database (gmail-feeder-#-log.nsf) will be created for each feeder in the same folder as the GSMIN databases on the migration server; this can be detrimental on performance.

Troubleshooting

• Consult the Troubleshooting section of the GSMIN Installation & Administration Guide
• If there are no logs, this usually indicates that the gmail-feeder.ntf was not correctly signed before the feeders were created. To fix this, sign in to the GSMIN database that you created, as well as existing feeders and the two templates that are on the server "gmail-feeder.ntf" and "gmail-migration.ntf" with a user that has sufficient access level (we recommend the server ID, see the guide for details). There will be "agent execution error" messages on the Domino console as well in this case.
• If there are log documents but users are not being processed, you should be able to tell why by reviewing the logs and reading the entries.
• Some reasons why users won't be processed are: mail files have quotas and the signer does not have server admin rights to remove them, users have the out-of-office agent enabled, signer does not have Designer or above access to the mail databases, the migration server is not trusted by the mail server to access its files.
• If you are unable to migrate any content, please check the firewall and proxy settings that could prevent connections to GG Suite from the migration server. 

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

• SSO package you are using (include version)
• Web browser (and version)
• Is the issue reproducible after clearing the cache and cookies?
• Is the issue reproducible in other browsers (and versions)?
• Is the issue reproducible on other computers?
• Is the issue reproducible on networks outside of your domain or company?
• Are all users affected? If not, please provide a list of affected users.
  Note: Super admins aren’t redirected with SSO and must login with their G Suite credentials. Super admin credentials can’t be used for troubleshooting purposes.
• Is the user accessing their G Suite account through https://accounts.google.com/ or through a custom URL?
• Does the issue affect only new connections, or does it also affect existing connections?
• Is the user redirected to the authentication page, or does SSO simply fail without redirecting the user?
• Does the issue affect only particular apps? If so, which ones?
• If the user is using Google Chrome, is the issue reproducible in Chrome Canary?
  You can download Chrome Canary at https://www.google.com/intl/en/chrome/browser/canary.html.
• Step-by-step instructions (or a screen capture) leading to the error or issue page
• Specific error message the user encountered
• Please attach a HAR capture of the problem. See the Apps Toolbox for steps to capture and analyze HAR files.
  
  Important: HAR files include the content of the pages you downloaded while recording, and all the information that you submitted while recording: personal details, passwords, credit card numbers, and so on. We recommend that you delete any sensitive information before submitting the HAR capture.

For more information, see Set up SSO using 3rd party identity providers.

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

• Review the information in Troubleshoot GCCIN. 
• Provide examples of affected user names
• Verify the system requirements are met
• Provide Domino Server version, as well as Google Calendar Connector for IBM Notes tool version
• Attach full-screen legible screen shots of any error messages
• Investigate "Agent logs" and "Detailed Event logs" for any obvious errors
• Provide actual logs as NSF files or exported as structured text (or screen shots if applicable)

Chromebox for Meetings - Hardware 

General 

Please provide the following:

• Issue description
• All troubleshooting steps already taken
• Time/date the issue first occurred
• Serial number
• Affected component
• Any hardware troubleshooting attempted
• Please collect System logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Capture logs from Google Hangouts.
• If your issue is related to returns and repairs, provide your shipping details (Address, email, phone, etc.)
• VAT (if customer is in EMEA)

In addition to this general information, please also provide the following information.

Hardware

• Issue description
• All troubleshooting steps already taken
• Time/date the issue first occurred
• Serial number
• Affected component
• Any hardware troubleshooting attempted
• Please collect System logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Capture logs from Google Hangouts.
• If your issue is related to returns and repairs, provide your shipping details (Address, email, phone, etc.)
• VAT (if customer is in EMEA)

Return/ Repairs

• Issue description
• All troubleshooting steps already taken
• Time/date the issue first occurred
• Serial number
• Affected component
• Any hardware troubleshooting attempted
• Please collect System logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Capture logs from Google Hangouts.
• If your issue is related to Returns and repairs, provide your shipping details (Address, email, phone, etc.)
• VAT (if customer is in EMEA)

Chromebox for Meetings - Software

General

• DNS server availability and latency
• DNS cache poisoning/spoofing
• Internet traffic blocks by a HTTP captive portal or firewalls
• Network performance and latency to Google websites
• Google Hangouts service availability
• Wifi network signal strength (Chrome OS only)
• Default gateway is reachable (Chrome OS only)

This general information also applies for these sub-components:

• Admin Settings
• Calendar
• Enrollment
• Hangouts
• Network
• Updates

General

• Issue description
• Serial number
• Review System and hardware specifications to learn about system requirements you need to run Jamboard
• Build Fingerprint google/baracus/baracus
• KioskService Version Code
• KioskService Version Name
• JamKiosk Version Code
• JamKiosk Version Name
• GMS Version Code
• GMS Version Name
• Provide Feedback from the device starting with case number in the subject line and add the approximate time when the issues was produced. See Prepare to contact support for instructions to gather device feedback and logs.

This general Jamboard information also applies for the sub-components below:

• Kiosk Hardware
• Kiosk software
• Other Jam software

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

In addition to the general troubleshooting information above, please:

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