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.
Your privacy
How is this information used?The data and information you provide is used to troubleshoot the issue you’re reporting.
For privacy reasons, our support agents don’t have access to any user views that show user-generated content. Our support agents won’t have access to all relevant aspects of the user’s view and context of a reported problem. The information you provide helps us resolve your issue quickly and properly.
The screenshots you provide help our support agents to confirm the error or behavior as your users experience it. The exact error messages help us to narrow the scope of the problem and speed up review of the system log files. They also ensure that we clearly document the observed symptoms.
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 issuesFor any network latency issue, such as accessing mail.google.com, provide the outputs of the following commands executed by the affected user:
- nslookup mail.google.com
- nslookup mail.yahoo.com
- nslookup gmail.com
- ping -s 3 mail.google.com (Microsoft Windows) or ping -c 3 mail.google.com (UNIX)
- ping mail.yahoo.com and stop after 3 results (Windows) or ping -c 3 mail.yahoo.com (UNIX)
- ping -s 3 gmail.com (Windows) or ping -c 3 gmail.com (UNIX)
- tracert mail.google.com (Windows) or traceroute mail.google.com (UNIX)
- tracert mail.yahoo.com (Windows) or traceroute mail.yahoo.com (UNIX)
- tracert gmail.com (Windows) or traceroute gmail.com (UNIX)
- ipconfig /all (Windows) or ifconfig -a (UNIX)
- External IP information from http://whatismyipaddress.com/
Provide the following additional information for server errors in any app:
- Verify that the issue still exists with every communication.
- How long has the issue persisted? Issues are only escalated if error messages persist for more than an hour.
- Does waiting 30–60 minutes and trying again help? Most apps will automatically failover after a few server errors, but it might take several minutes.
Administrative issues
BillingBefore you contact support
- In Chrome Browser, can you reproduce the problem in an Incognito window?
- Can you reproduce the problem from multiple user accounts or only one?
- If a message wasn’t deleted by a retention rule, has it been at least 48 hours since the retention period expired? Does the message have another retention rule or hold applied to it?
Requested information
- Your domain name
- Vault audit report
- If applicable, message IDs for affected messages
File-management issues
Google DriveIssue | Requested information |
---|---|
Sharing |
|
Missing documents |
|
Backup and Sync |
|
Drive File Stream |
|
Offline issues |
|
404, 500, and Service Disabled errors |
|
Document doesn't load |
|
Retrieve HTTP header logs
- Open a Chrome Browser tab and click More
New Incognito Window.
- In the Incognito window, click More
More Tools
Developer Tools.
- Click Network. The network log starts recording. The red circle at the top shows that recording is on.
- In the Incognito window, reproduce the error.
- To stop recording, click the red circle. The Developer Tools window displays all the captured requests.
- Right-click any request
Save all as HAR with content.
- 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.
Issue | Requested information |
---|---|
General issues |
|
Page content, gadgets, and sharing |
|
- Video URL
- Video encoding
- Video frame rate or bit rate
- Video resolution
Migration and sync issues
G Suite Migration for Microsoft ExchangeProvide the following information when submitting a support case for G Suite Migration for Microsoft Exchange (GSMME):
- 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.
- Log files for GSMME. For details, go to Troubleshoot GSMME.
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:
|
There are log documents, but users are not being processed | Review the log entries for information. Common reasons include:
|
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 GSMIN product 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 Status
Calendar/Contacts/Mail).
- For high-level errors, such as errors accessing resources on the Domino server or signing in to Google Workspace, review the Migration Errors logs:
- Go to Logs
All by Site and Exceptions
Migration Errors.
- If there are no logs, try the troubleshooting steps above.
- Go to Logs
- Investigate the activity log in the user's profile document.
- Provide actual logs as NSF files, structured text, or screenshots:
- Turn on the recording of 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 are logged).
- Turn on detailed migration event logging under the Advanced tab of the relevant site profile. For details, go to 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: Only use detailed event logging to help resolve a problem because it has a detrimental effect on GSMIN performance.
- Turn on the recording of migration error details at the site level so the system can trap any migration errors in the Exceptions
Before you contact support
- 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 as soon as the issue occurs.
Requested information
Provide the following information when submitting a support case:
- The data you are trying to migrate (email, calendar, or contact data).
- If items are not migrating, provide one example of an item that failed. Include items 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.
- The version of GSSMO. To find the version, right-click GSSMO
click About.
- The version of Outlook.
- Messages from the Sync Issues folders in Outlook.
- Trace log files for GSSMO from the client. Learn more
Troubleshooting
- Check if your issue is addressed in the Solutions for Calendar Interop issues article.
If not, go to the next step. - Get availability information for an Exchange user and a Google user.
- Run the User availability lookup tester. For details, go to Calendar Interop Tools.
- Review the results and any errors. For details, go to Calendar Interop error messages.
- Download the errors as a CSV file and include the file in the support case.
- Verify that Calendar Interop is available.
-
Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
-
From the Admin console Home page, go to Apps
Google Workspace
Calendar.
- Click Calendar Interop management.
- Next to Interoperability settings, check the Enable Interoperability for Calendar box and click Save.
-
Google Calendar users checking Exchange user's availability
- Make sure that the Exchange user:
- Doesn’t have Google Calendar turned on.
- Is not using a consumer Gmail account. For details, go to About conflicting accounts.
- 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
- 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. - Provide the output in the support case.
Using Exchange 2010
- Make sure that you followed the additional steps in Set up with Exchange 2010.
- 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
-
- 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.
- Review the information in Troubleshoot GCCIN.
- Verify you meet the system requirements.
- The version of your Domino server.
- The version of GCCIN.
- Investigate Agent and Detailed Event logs for any errors. For details, go to Troubleshoot GCCIN.
- Provide log files as NSF files, structured text, or screenshots.
- Name and email address of the affected resource on both systems.
- Event ID of at least one event that didn't synchronize.
- The GCRS log database exported as structured text. For details, go to Troubleshoot common GCRS issues.
Sign-in and password issues
G Suite Password SyncBefore you call support
- Make sure you installed the tool correctly. For details, go to Set up G Suite Password Sync.
- Follow the troubleshooting steps described in Troubleshooting GSPS.
Requested information
- Download and run the support tool and attach the ZIP file it creates to your support case. The tool gathers all the information required to diagnose issues with GSPS. Go to GitHub to download the tool.
- If the issue is affecting specific users, provide an LDAP Data Interchange Format (LDIF) dump for one of them. This dump isn't necessary for GSPS installation issues.
- Name and version of the SSO package that you’re using.
- How the user accesses their account—https://accounts.google.com/ or provide the custom URL.
- List of apps affected by the issue.
- If the issue affects only new connections or if it also affects existing connections.
- If the user is redirected to the authentication page or if SSO fails without redirecting the user.
- If the user is using Chrome Browser, see if you can reproduce the issue on the Canary channel, an experimental Chrome Browser release channel. For details, go to Chrome Browser release channels.
- A HAR capture of the problem. For details, go to HAR Analyzer.
Important: HAR files include the content of the pages you download while recording. All the information that you submit while recording gets included, such as personal details, passwords, and credit card numbers. We recommend that you delete any sensitive information before recording and submitting a HAR capture.
Chrome Browser and devices
Chrome BrowserTry to resolve the issue using the these resources:
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)
Before you contact support
- Review the system requirements that you need for Jamboard. For details, go to Jamboard hardware and software overview.
- Provide feedback from the device starting with the case number in the subject line and add the approximate time when the issue was produced. For details, see Get device logs for support issues.
Requested information
- Device serial number
- Build fingerprint google/baracus/baracus
- KioskService version code
- KioskService version name
- JamKiosk version code
- JamKiosk version name
- GMS version code
- GMS version name
If you need help finding the information, see Troubleshoot Jamboard and test components.
- Setup step when the error occurs.
- If applicable, the name and version of the Google app (such as MailByGoogle or CalendarSync). Does reinstalling the app solve the issue?
- Can the issue be reproduced using a desktop browser?
- Type of network connection.
- Can users sign in using another method on the device, such as through a web browser or MailByGoogle?
- If using Google Sync, is Allow work data to sync via ActiveSync checked in the Admin console? To check this setting:
-
Sign in to your Google Admin console.
Sign in using your administrator account (does not end in @gmail.com).
-
From the Admin console Home page, go to Devices.
- Click Set up
Sync 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 CalendarGeneral issues
Missing Calendar events
Note: We can only look up calendar entry deletions that happened in the last 30 days.
General information |
|
Synchronization and sharing |
|
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.
Topic | Requested information |
---|---|
Nature of the issue |
|
Number of contacts |
|
Syncing contacts to clients or devices |
|
Delivery issues
Issue | Requested information |
---|---|
All delivery issues |
|
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:
|
Inbound messages incorrectly classified as not spam | Answer each of the following questions:
|
Outbound messages incorrectly classified as spam | Answer each of the following questions:
|
Webmail and frontend issues
First, clear your browsing data.
- On your computer, open Chrome.
- At the top right, click More
More tools.
- Click Clear browsing data.
- At Time range, click the Down arrow
and select a time, such as Last hour or All time.
- At Hosted App Data, check the box.
- Click Clear data.
- 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 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 |
|
Delivery issues |
|
Receiving issues |
|
Requested information for SMTP issues
Issue | Requested additional information |
---|---|
Sending, receiving, or delivery failure |
|
Message delays |
|
Get a message ID when header information isn't available
Check if the sender is able to copy a third-party address (such as Yahoo, Hotmail, or AOL). If that address receives the message, you can use the message ID from that header using Email Log Search in the Admin console. For details, go to Track message delivery with Email Log Search.
Note: Logs used by support go back only one week, so make sure the test message was sent within the past five days.
Issue | Before you contact support | Requested information |
---|---|---|
User interface |
|
|
Delivery |
|
|
Provide the following additional information:
- Is Google Chat turned on in the Admin console?
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.
- See 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, see 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.