Troubleshooting GAPS

If you're experiencing issues with configuring Google Apps Password Sync (GAPS), first make sure you have completed each of the steps in the GAPS configuration guide correctly. Then see below for common issues with GAPS.

GAPS is synchronizing passwords for some, but not all, of my users.

  • Make sure you have installed GAPS successfully on all of your domain's Active Directory servers (Domain Controllers).
    On Windows 2008 and above, you only need to install GAPS on writable Domain Controllers. If you're not sure, install GAPS on all of your DCs; doing so won't cause any issues.
  • Make sure that your users have email addresses in the attribute you entered under Mail Attribute during configuration, and that these addresses match their Google Apps primary email addresses exactly (including the domain part of the address).
  • Make sure that no password contains unsupported characters (non US-ASCII characters). If a password failed to sync because it contains unsupported characters, GAPS will log a warning to the Windows "Application" event log in addition to the GAPS DLL log:

    Log Name: Application
    Source: Google Apps Password Sync
    Event ID: 40963
    Level: Warning
    Contents: An attempt to change the password for user USERNAME was made. However, the new password contains unsupported characters. The password can not be updated on Google Apps, and will be out of sync with Active Directory.

I'm an Active Directory administrator, but I am not authorized to install or configure GAPS.

  • In order to install GAPS, you must be a member of the Domain Admins group. Being a member of the Administrators group is not provide sufficient authorization.
  • You must log in to Windows as a Domain Admin in the same domain as the Domain Controller you are setting up. If you log in as a Domain Admin from a different domain (such as an Enterprise Admin from another domain in the forest, or an admin from from a trusted domain) you will not be authorized to install or configure GAPS.

The GAPS installer fails.

  • Make sure you are running the installer locally (i.e., not over the network).
  • Make sure you have the right version of GAPS for your server's architecture (32-bit or 64-bit).

Google Apps won't let me grant access to GAPS.

Make sure you have enabled the Provisioning API in Google Apps, as described in step 2 of the GAPS configuration guide.

I need help configuring proxy settings for GAPS.

GAPS supports proxy connections if you set up system-wide proxy settings on all of your Domain Controllers. To do so:

  1. Make sure the current user's proxy settings are set up correctly by navigating to in Internet Explorer.
    1. If you are redirected to or see a Google error page, your proxy settings are probably correct. Make sure you disable Friendly Error Messages to ensure you see the actual web page.
    2. If you see an authentication prompt or certificate error, your proxy settings may not be correct.
  2. Run the appropriate command for your operating system in Command Prompt:
    • Windows 2003: proxycfg -u
    • Windows 2008 and above: netsh winhttp import proxy ie
  3. If you are not using a proxy server, but are still encountering proxy-related issues, run the command bitsadmin /util /setieproxy networkservice no_proxy in the Command Prompt. This command will set Windows to ignore any auto-discovered proxy configuration that may be present in the system.
Note that GAPS supports unauthenticated proxies only. If your proxy requires authentication (Basic, Kerberos, or NTLM), you need to configure it to allow unauthenticated or direct connections from your Domain Controllers to the following destinations:
  • using port 443 (HTTPS)
  • using port 80 (HTTP)
  • using port 80 (HTTP)

If you're opening the connection by IP address, see Google IP address ranges.

Please be aware that although GAPS supports proxy connections, you may need to enable a direct connection if you encounter any issues, to make sure they aren't caused by the proxy server. Because proxy configuration depends on your local setup, Google for Work Support won't be able to assist you with configuration. Contact your network administrator if you encounter any proxy issues.

Automatic troubleshooting

You can use the GAPS support tool from Google Code to gather GAPS logs and troubleshooting information from all of your Domain Controllers at once. It connects to all of the writeable DCs in your domain and gathers all of the information listed in the troubleshooting checklist below from each of them (except for network connectivity tests).

Manual troubleshooting checklist:

Some of the steps in this list require running console commands. To do so, open a Command Prompt (CMD) window by clicking on the Start button and navigating to All Programs > Accessories > Command Prompt.

Depending on your system, you may need to right-click Command Prompt and choose Run as administrator so that the Command Prompt will have the correct privileges.
  • Check if you are a member of the Domain Admins group.
  • List your Domain Controllers:
    Run the command nltest /, where you replace with the name of your Active Directory domain.
  • Verify the following steps on each of them:
    1. Make sure that you installed GAPS on the server.
    2. Make sure you restarted the server after installing GAPS.
    3. Make sure you installed the correct edition of GAPS (32-bit or 64-bit).
    4. Make sure that you can access using Internet Explorer on the machine. This page may show an error, but make sure it doesn't show a certificate error, and does not present any requests for proxy authentication, as authenticated proxy servers are not supported. Make sure you disable Friendly Error Messages to ensure you see the actual web page.
    5. Copy your current user's proxy settings to the system-wide proxy settings:
      Under Windows 2003, use the command proxycfg -u.
      Under Windows 2008 and above, use the command netsh winhttp import proxy ie.
    6. If you are not using a proxy server, but are still encountering proxy-related issues, run the command bitsadmin /util /setieproxy networkservice no_proxy.
    7. Make sure that the GAPS DLL is registered on the machine:
      Run the command reg query HKLM\SYSTEM\CurrentControlSet\Control\Lsa /v "Notification Packages". The output should include the text password_sync_dll.

      If it does not, you'll need to re-install GAPS.
    8. Make sure that the GAPS DLL is loaded:
      Run the command tasklist /m password_sync_dll.dll. The process "lsass.exe" should be listed in the results.

      If it isn't, the DLL isn't loaded. Verify that the DLL is registered and that the edition (32-bit/64-bit) matches the system. If they do, restart the machine so the DLL will get loaded.
    9. Make sure that the GAPS service is started:
      Run the command sc query "Google Apps Password Sync".
      If it prints STATE: RUNNING, the service is running.

      If it prints STATE: STOPPED, the service isn't running. Try running the command sc start "Google Apps Password Sync" to start it. If it doesn't start, review all the prerequisites again.

      If it prints The specified service does not exist as an installed service, the service isn't installed on the system. Re-install GAPS.
    10. Make sure your network and proxy settings are set up correctly, as described in 'I need help configuring proxy settings for GAPS' above.

Where are the logs and configuration file located?

Configuration file:

  • Windows 2003:
    C:\Documents and Settings\All Users\Application Data\Google\Google Apps Password Sync\config.xml
  • Windows 2008 and above:
    C:\ProgramData\Google\Google Apps Password Sync\config.xml
  • Review this file to inspect your settings.

Service logs:

  • Windows 2003:
    C:\Documents and Settings\NetworkService\Local Settings\Application Data\Google\Google Apps Password Sync\Tracing\password_sync_service
  • Windows 2008 and above:
    C:\Windows\ServiceProfiles\NetworkService\AppData\Local\Google\Google Apps Password Sync\Tracing\password_sync_service
  • Review these files if GAPS was configured successfully but all or some of your users' passwords are not being synced.

Configuration interface logs:

  • Windows 2003:
    C:\Documents and Settings\username\Local Settings\Application Data\Google\Google Apps Password Sync\Tracing\GoogleAppsPasswordSync
  • Windows 2008 and above:
    C:\Users\username\AppData\Local\Google\Google Apps Password Sync\Tracing\GoogleAppsPasswordSync
  • Review these files if you encounter issues during the configuration.

Configuration interface authorization logs:

  • Windows 2003:
    C:\Documents and Settings\username\Local Settings\Application Data\Google\Identity
  • Windows 2008 and above:
  • Review these files if you encounter issues during the Google authorization part of the configuration.

DLL logs:

  • Windows 2003:
    C:\WINDOWS\system32\config\systemprofile\Local Settings\Application Data\Google\Google Apps Password Sync\Tracing\lsass
  • Windows 2008 and above:
    C:\WINDOWS\system32\config\systemprofile\AppData\Local\Google\Google Apps Password Sync\Tracing\lsass
  • Review these files if the service logs show no indication of password change attempts (no success and no failure reports).