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G Suite Known Issues

Domain Administration & Billing Known Issues


For an overview of the Admin Console, check out the Use your Admin console page for a list of topics.

Missing and/or outdated Google Drive data in the Admin console reports

Description: All reporting data for Google Drive exposed via the Admin console (on the "Reports" page), and the Reports API are subject to unavailability and/or delays. Please note that this issue does not affect the Drive audit log for G Suite Business customers.

Google login page instead of SSO login page is shown for iOS users accessing web/mobile apps federated with G Suite via OAuth 2.0

Reported date: 31/01/2017

Description: iOS users accessing a web application or a mobile application authenticating users using Google login (OAuth 2.0) are no longer redirected to 3rd-party SSO login page configured for the G Suite domain directly even if the G Suite domain is specified on the application's side.

Workaround: If user submits user name in Google login page, user is redirected to SSO login page.


For an overview of G Suite Billing, check out the Billing basics page for a list of topics.

Customer received 9 authorization charges on debit or credit card on 10 Jan 2017

Description: 9 identical authorization charges appear on debit card or credit card on January 10, 2017.
Workaround: 8 of the charges have been cancelled and will drop off the credit or debit card within 37 days. Only one of the charges will go through.


Product Known Issues

  Gmail & Groups

Can't find what you're looking for? Check out the Gmail Known Issues to see a comprehensive list.

Preview and Thumbnail for Postscript files not available

Reported date: 14/12/2016

Description: Preview of PostScript attachments returns "Whoops! There was a problem previewing this document" in the Gmail Web UI. Mobile clients are impacted as well.

Workaround: Download the attachment instead.


Can't find what you're looking for? Check out the Contacts Help page for more information.

No contacts are shown in some contact groups

Description: Users with contact groups configured may experience some of them being displayed as empty or missing contacts in the mobile and web interfaces of Google Contacts. Although not shown in the contact groups, the contacts themselves have not been deleted. 


Can't find what you're looking for? Check out the Google Calendar help center.

None at the moment.

Can't find what you're looking for? Check out the Google Drive help center.

Preview and Thumbnail for Postscript files not available

Reported date: 14/12/2016

Description: Preview and Thumbnail generation of PostScript files returns "Whoops! There was a problem previewing this document" in the Drive web UI. Mobile clients are impacted as well.

Workaround: Download the file instead.

Templates not listed after submitting to the gallery

Description: Users trying to submit the same document as a new template will receive a message stating the template already exists. 

Workaround: Create a copy of the document, set it's visibility setting to either People at <your domain> can find and access or a more public option, and submit the copied document to the gallery.

Packaged Keynote, Pages, and Omnigraffle files show up as folders in Drive

Description: The OS X operating system identifies a group of files in a directory as a "package", although the package will appear as a single file when viewed in Finder or other OSX tools. Other operating systems like Windows and Linux do not support this type of package directory, and, currently, neither does Drive.

Workaround: While the files will appear as folders in Drive, they will display normally once opened


Can't find what you're looking for? Check out the Google+ Known Issues to see a comprehensive list.

Google+ Chrome extensions return a 404 error

Description: Customers using Google+ Chrome extensions may experience a lack of functionality, or encounter a 404 error.

Workaround: No workaround at this time.


Can't find what you're looking for? Check out the Hangouts Known Issues to see a comprehensive list.

Some users are unable to initiate hangouts with one or more contacts

Description: Some users are not able to initiate one-to-one conversations with a subset of their contacts list. Affected conversations must contain no messages and must have been idle for at least 10 days.

Workaround:No workaround at this time.

Hangouts displays "This party is over" within recurring meeting events for external users

Description: When there are multiple Calendar events with the same Hangouts video call link attached, the call will be available only to the external invitees of the first call. If an external user is invited to a named Hangout, but he was not invited to the previous call, the message "This party is over" will be displayed.

Workaround: Use a new meeting name when the list of invitees is different from the first meeting instance.

A subset of Google Talk messages may not be visible in chat history

Description: This issue pertains to a small subset of G Suite users who:

  • Currently use Google Talk (as opposed to Google Hangouts)
  • Have never previously upgraded to Google Hangouts and downgraded back to Google Talk
  • Have chat history enabled

For users who meet these criteria, it’s possible that chats sent and received from 11:00AM PST January 13 to 8:00AM PST January 21 are not visible in chat archives in Gmail or Google Vault.

To further clarify the scope of the issue, these chats were successfully sent to their intended recipients.

Workaround: This issue occurred within the timeframes listed above. Any chats since January 21 are visible as normal. We’re currently working on restoring the visibility of the affected Google Talk chats without causing any disruptions to the Google Talk, Gmail, or Google Vault services.


The reporting APIs available for classic Hangouts do not apply to Hangouts Meet.

Requests to the existing reporting API for Hangouts will not yield information related to Hangouts Meet.

Dial-in callers are limited to 3 hours

People who dial-in for audio-only access are dropped after 3 hours.

Workaround: When the call is dropped after 3 hours, dial back in to the meeting.

Data migration & Device syncing

Can't find what you're looking for? Check out the Mobile for Enterprise Users page for a list of topics.

Google Cloud Directory Sync

GCDS: Adding an alias to a new user sometimes fails

Description: Adding an alias to a new user sometimes fails with a "user not found" error, although the user was created successfully.

Workaround: Run another sync. The alias will be added successfully. 

G Suite Migration for Microsoft Exchange

GSMME doesn't always adhere to the specified date range for IMAP migrations

Description: On occasion, GSMME doesn't adhere to the specified start and end dates when migrating email from an IMAP server. Instead of migrating messages from within the specified dates, GSMME will estimate (and then migrate) all the emails in the source account.

Device syncing

iOS devices going into "Unprovisioned" state, being prompted to reinstall the MDM profile

Description: Some devices were being prompted to reinstall the MDM profile, and if they have apps pushed through Device Policy, then they get removed. They appear in the Admin console as unprovisioned.

How to resolve the Unprovisioned state:  Have users follow these instructions on affected devices: If the Device Policy app is installed on the device, use the 'Install Profile' option in the app. If not, open one of the managed Google apps (e.g. Gmail) and within an hour, you'd be prompted to install the profile. If your domain uses device approvals, you should only re-approve the devices *after* the user has re-installed the profile and the status is 'Pending' (not 'Unprovisioned'). If you approve it before the profile has been re-installed, it may still fail later.

App Transport Security (ATS) issues with iOS 9 devices and single sign-on (SSO) users

Description: SAML logins are not working for iOS 9 users trying to access certain domains.

Workaround: SAML users need to upgrade settings from their authentication server in order to comply with App Transport Security.

Device Policy app displays 'Device password required to start the device' after upgrading to Android 7.0 Nougat

Description: When using Google Mobile Management with the 'Require device encryption' option enabled, some Android devices are not syncing G Suite accounts after performing a software update to Android 7.0 Nougat. The Device Policy app shows the warning 'Device password required to start the device', and G Suite account data, such as Gmail, will not synchronize with the device.

Workaround: Users need to enable the secure startup option to require a password to start the device to re-enable the G Suite account sync. Instructions for how to achieve this will vary based on device manufacturer.

For Samsung devices, follow these steps: 

  1. Open the Settings app
  2. Select 'Lock Screen and Security', then 'Secure startup'
  3. Choose 'Require password when device powers on' and then OK
  Google Classroom

Can't find what you're looking for? Check out the Google Classroom Help Center.

How we define a Known Issue

We work on isolating and fixing every product issue that we're aware of, some of which may not but listed here. Known Issues are characterized by the following:

  • We can consistently reproduce an unexpected behavior.
  • Engineers are actively working towards a fix to correct the behavior.
  • The issue is observed globally and has generated a large number of support cases.

What's not a Known Issue

  • Product outages: Up-to-date outage information is posted within the G Suite Status Dashboard.
  • Feature Ideas We'd love to hear your thoughts! Go ahead and file a Feature Idea.
  • Low impact issues: We're working to fix low impact issues as well as Known Issues. If you suspect you're impacted by an issue that's not listed here and want to talk to a member of our team, please contact us!

What to expect from a Known Issue

Every issue listed in our Known Issues will be fixed. We can't guarantee any timelines, however, so please be patient. If necessary, we'll add any available workarounds as we discover them. If you have questions, comments, or concerns (or funny jokes), please contact us!

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