When using Google Workspace Migration for Microsoft Exchange (GWMME), you might experience difficulty accessing users' Exchange mailboxes. Use the following troubleshooting tips to help you identify the root cause of why an Exchange migration is failing.
Try the Log Analyzer
This tool can identify most issues within a few moments of submission.
- Submit your trace logs (as uncompressed or ZIP files) to the Google Admin Toolbox Log Analyzer.
- For advanced log analysis, submit uncompressed files to Log Analyzer 2.
Get details on where to find your trace log files.
Before you begin
- Make sure that Microsoft Windows and Outlook have the latest updates.
- Sign in to Windows with the administrator account for the migration. Doing so prevents pop-ups.
- If Windows or Outlook are not in English, run GWMME on a machine with English editions of Windows and Outlook.
- Make sure to use Outlook 32-bit and not 64-bit.
Step 1: Verify your settings
Outlook profile
- Create an Outlook profile for the administrator user and use this profile for the migration. (Select this profile when you enter a value in the Specify a profile to use for migration field in GWMME.)
- If you get:
- Auto-discovery boxes when you set up the Outlook profile for the admin user, check the Always allow box before accepting the terms.
- A box asking for a username and password when setting up the profile or opening Outlook, check the option to save username and password.
- Verify the admin user can access users' mailboxes:
- Open the admin Outlook profile you created, then open another user's mailbox.
- Navigate to the user's Inbox and check that you can read their messages.
For information about adding another person's mailbox to your profile, consult your Microsoft documentation.
Global Address List
- In the Outlook profile for the admin user, open the Global Address List (GAL). Check that it loads correctly.
- Make sure that the admin account is a mailbox user and not hidden from the GAL.
- Check that the admin profile is not set to use Cached Exchange Mode.
See Microsoft's documentation for information on how to turn off Cached Exchange Mode.
CSV file
- Make sure that users specified in your CSV file don't have Out of Office status turned on.
- In the Exchange username field in the CSV, enter just the username, without the domain name (for example, username and not domain/username).
For more information, go to Create CSV files for your migration.
- Run the migration again. If it still doesn't work, proceed to step 2.
Step 2: Troubleshoot errors after a migration
In step 1 of GWMME, in the Hostname/IP Address field, use the hostname of the Exchange server and retry the migration. If that doesn't work, try the Exchange server's IP address.
In rare situations, you can resolve issues by granting the administrator send and receive permissions. Try switching this setting in Microsoft Exchange. For details, consult your Microsoft documentation.
Contact support
If these troubleshooting steps don't resolve your issue, contact Google Workspace support.
Have available:
- A ZIP file that includes the files found at C:\Users\username\AppData\Local\Google\Google Apps Migration\Tracing\ExchangeMigration
- The CSV file or files you used for the migration
Related topics
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