Troubleshoot Meet

Use the following steps to troubleshoot Hangouts Meet. If you open a case with G Suite support, include this information in the support case.

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Step 1: Describe the issue
  1. Provide a description of the issue (echo, poor video quality, connection issue).
  2. If possible, isolate the issue:
    • Identify the person who is having the problem, especially in a multiperson meeting.
    • Check the client machine configuration.
    • Check the local network infrastructure.
    • Check if there is a Google Account issue.
Step 2: Collect client hardware info
  1. Collect the client hardware type and the computer or mobile platform.  
  2. If a computer is used, collect the processor type (CPU type, number of CPUs).
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 and the domain name registered to the device.
Step 5: Collect meeting information

Collect the date, time, and time zone for the issue.

Step 6: Verify the client and network configurations
  1. Collect network logs for the video meeting client using the Chrome Connectivity Diagnostics app
  2.  Verify the network connection by collecting HTTP headers to troubleshoot where the page is failing to load (HTTP Server Error Codes) using the HAR analyzer tool.
  3. Verify peripheral settings and connectivity:
    1. At the top, click Settings Settings.
      After the meeting starts, at the bottom of your video call window, click More Moreand 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 on 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.
  4. Retrieve the Hangouts call logs:
    1. Open a new Chrome browser tab.
    2. In the address bar, enter filesystem:
  5. Click the log that corresponds to the meeting and save it to a text file.
    Note: Hangouts calls have 2 logs in a pair; one is the Chrome native log and the other is the Call log (or JS log). Select the pair of logs with the same timestamp.
  6. If you open a case with G Suite support, upload the .gz and .log files to the support case.
(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.
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