What Admins can do before contacting Meet support

Use the following steps to troubleshoot Google Meet. See Troubleshoot Meet network, audio, and video issues for possible solutions, or include this information in your Google Workspace support case.

---

Open all  |  Close all

Step 1: Describe the issue

1. Provide a description of the issue, such as echo, poor video quality, connection issue etc.
2. If possible, isolate the issue:
   • Identify the person who is having the problem, especially in a meeting with multiple participants.
   • Check the network.
   • Check the participant's account settings.

Step 2: Collect client hardware info

1. Collect the hardware type, such as desktop, laptop or mobile device.
2. If a computer is used, collect the processor type (CPU brand and model).

Step 3: Collect client software info

• Computer—Identify the operating system and browser version (browser info tool).
• Mobile—Identify the app version and platform (Android or Apple iOS).

Step 4: Collect user information

• Note the email addresses of the affected participants.
• If using Google meeting room hardware in a meeting room, collect the serial number of the hardware and the domain name where it is enrolled.

Step 5: Collect meeting information

Collect the date, time, and time zone when the conference took place.

Step 6: Verify the client and network configurations

1. Collect network logs using the Chrome Connectivity Diagnostics app. 
2. Verify the network connection by collecting a HAR capture and analyze it using the HAR analyzer tool.
3. Verify peripheral settings and connectivity:
   1. At the top of the page on meet.google.com, .
      After the meeting starts, at the bottom of your Meet meeting window, click More  Settings.
   2. Under Devices, choose the setting you want to change or view for the camera, microphone, and speakers.
   3. You can also verify WebRTC settings using this web-based tool.
4. Check the task manager or activity monitor of the operating system to ensure that the Chrome process is not utilizing the CPU at, or close to, 100%.
5. To test DNS resolution, network latency, and network connection, use the Chrome Connectivity Diagnostics app.

Step 7: Access and save client logs

 

1. Restart Chrome Browser and reproduce the issue.
2. Retrieve the Chrome native logs:
   1. Open a new Chrome Browser tab.
   2. In the address bar, enter chrome://webrtc-logs.
3. Download the logs that match the date and time of the problematic meeting.
   Tip: To download the logs, right-click the link and click save link as, or open link in a new tab.

Step 8: (Recommended) Ask users to send meeting logs during the meeting

You and your users can automatically send a log while in a Meet meeting. For details, see Report a problem.

Step 9: Open a support case with Google

If the above steps don’t work: 

1. Sign in as an administrator.
2. See Contact Google Workspace support to open a support case.
3. Attach logs, time of issue, and the device serial number.
4. Record the case number for reference.

Related topics

• How to troubleshoot Meet Hardware
• Troubleshoot Meet network, audio, and video issues
• Known issues and limitations
• Send feedback 

 

_{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.}