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Problems migrating data

Here's how to troubleshoot problems you might have when using G Suite Sync for Microsoft Outlook® (GSSMO) to import data to G Suite. For complete information on using GSSMO, see the GSSMO help.

To quickly diagnose a problem, submit your trace files to our GSSMO Log Analyzer. Most issues can be identified within a few moments of your submission.
How do I import data with GSSMO?

You can use GSSMO to import data to your G Suite account either during installation (see create your profile & import), or any time afterwards (see import later).

Some or all of my data isn't importing from my old account

Here are some steps to troubleshoot this problem:

  • Check that you're connected to the Internet for the duration of the migration and not experiencing network connectivity issues.
  • Don't import from an .OST file. GSSMO supports importing only from a .PST file or directly from your Exchange account. Learn more.
  • Migrate directly from GSSMO and not via drag-and-drop from IMAP folders. These other methods aren't supported by GSSMO and might cause migration issues. If you did use one of these other methods and some data didn't import, recreate your profile and import using GSSMO.
I'm getting duplicate contacts and calendar events after importing

This happens when you import contact or calendar data multiple times into the same G Suite account. Import your data only once or else duplicates can occur. If you do end up with duplicate data, do one of the following:

  • From your G Suite interface (not Outlook), delete your calendar
  • Go to your Calendar
  • Click and select Settings.
  • Click the Calendar tab, select your calendar, then click Delete all events in this calendar.
  • Also delete all your personal contacts. Then use GSSMO to reimport your calendar and contacts. Learn about reimporting.
  • From your G Suite interface (not Outlook), remove duplicate calendar entries and contacts manually.

In particular, if you need to delete your G Suite profile and recreate it, don't import data a second time as it's already in your G Suite account from the first time you created the profile. Learn more.

My administrator asked to see my trace files. Where can I find these files?

GSSMO trace files:

  • Windows 7 / Windows 8 / Windows 10 / Windows Vista: C:\Users\your-user-name\AppData\Local\Google\Google Apps Sync\Tracing\
  • Windows XP: C:\Documents and Settings\your-user-name\Local Settings\Application Data\Google\Google Apps Sync\Tracing\

Unified Single Sign On trace files:

  • Windows 7 / Windows 8 / Windows 10 /  Windows Vista: C:\Users\your-user-name\AppData\Local\Google\Identity
  • Windows XP: C:\Documents and Settings\your-user-name\Local Settings\Application Data\Google\Identity
I'm getting the error: One or more items failed to import. Does the rest of my data continue importing anyway?

Yes. You can find details about the failure in Outlook's Sync Issues/Local Failures folder. However, the rest of your data will continue importing unattended.

Certain classes of messages (read receipts, delivery/non-delivery reports) aren't being imported

GSSMO currently doesn't migrate certain message classes, including read receipts and delivery/non-delivery reports.

Are there other known data migration issues?

There might be. See Known Issues and look under Sync & Mobile.



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