How to troubleshoot Meet: Before contacting support

Use the following steps to troubleshoot Google Meet. See Troubleshoot issues with Google Meet for possible solutions, or include this information in your G Suite support case.


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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 G Suite 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 video 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 video call window, click More ""and then 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

Note: For other browsers and operating systems, see Capture logs for Google Hangouts.

  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 call.
Step 8: (Recommended) Ask users to send call logs during the video meeting
You and your users can automatically send a log while in a video 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 G Suite support to open a support case.
  3. Attach logs, time of issue, and the device serial number.
  4. Record the case number for reference.

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