Known Issues

Click on any issue description below for more information, including any workarounds we may have. If you're instead looking for overall performance information for Google Apps services, please see the Apps Status Dashboard.

If you're experiencing a problem related to services (such as Gmail, Drive, and so on), first check the User Services section below. If you don't see your issue, then check these product-specific Known Issues pages: Gmail, Calendar, Drive, Postini, Google+, or Hangouts.

For other administrative problems not listed here, please check our General Issues & Solutions page.

Administration

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Advanced DNS settings access unavailable

Status: We are aware of an issue affecting some domains purchased whilst signing up to Google Apps. This issue prevents access to the 'Advanced DNS settings' under 'Domain settings' within the Google Apps administrator console. Our engineers are aware of the issue and are urgently working towards a fix.

Please see the Known Issues page to see what else we're working on.

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Domain aliases prompted for MX validation despite mail flow working as expected

We are currently aware of a cosmetic issue within the Admin console causing domain aliases to be prompted for MX validation after allowing at least 24 hours for MX record propagation. The messaging in the Admin console is "MX records setup validation in progress..." However, mail flow continues to work as expected.
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Email Log Search shows status "Pending review" for messages delivered to groups

Status: We're aware of this issue. The Email Log Search in the Admin Console will show the status 'Pending review' for messages delivered to Google Groups. This issue occurs when a group address is used as one of the search criteria. This status will also show in the Email Log Search when the group is not moderated and members have actually received the message successfully.

Our product teams are working diligently to resolve this issue and ensure that the correct status is displayed.

Workaround: Please search for messages sent to groups by using the Message-ID instead of the group's email address.
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Downtime when upgrading to Google Apps for Business

Status: We're aware of this issue. When upgrading from Standard edition to to Google Apps for Business there may be a Core Services downtime period (usually around 2 hours, potentially up to 24 hours).

Workaround: Please schedule the upgrade accordingly in order to minimize the impact of this downtime.

Billing

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Some customers paying with American Express see Google Apps for Business charges as 'ADWORDS' on statements.

Some customers paying for Google Apps for Business charges (including Apps, Drive Storage, and Vault) with an AMEX card will have these charges identified as AdWords charges on their credit card statements. We are currently working to edit the messaging of future AMEX charges to appropriately read 'Apps' instead of 'Adwords' on credit card statements.
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All Indian debit cards and some credit cards are not accepted for Google Apps for Business payments

All customers in India trying to pay their Google Apps for Business accounts with a debit card will continually receive authorization failures. We can't accept Indian debit cards at this time. This is due to a systematic integration failure with the required 3Dsecure verification service. This will also affect a subset of Indian credit cards. As a workaround, we are currently working to fix this integration. We recommend affected customers work with one of our Partners that are able to accept more forms of payments than we are currently. You can find a list of partners in the Google Partner Search at http://www.google.com/a/partnersearch/#home.
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Unable to Set Up Billing with Bank Account

A technical issue is currently preventing customers from selecting a Bank account as a form of payment when setting up billing for Google Apps for Business. 

As a workaround while this is being fixed, customers can use a credit card to initially set up billing. Once the billing account is active, the bank account can be added as the primary form of payment in the 'Billing Settings' tab and the credit card can be removed. More information is available at https://support.google.com/a/answer/1218673?hl=en

User Services (Gmail, Calendar, ...)

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Calendar: Inviting room to all day event blocks it midnight to midnight UTC

Currently, if a resource is invited to and all-day event, it becomes blocked from midnight to midnight in UTC time zone, regardless of where room is physically located. If users don't like that, the workaround for them is to create a timed event (i.e. non-all-day) for the resource during the exact times they want it to be blocked off.
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Calendar: When external users who have a Google account associated to their email address are invited via a group, the invitation will show their Google address

When external users who have a Google account associated to their email address are invited via a group, the invitation will show their Google address.
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Calendar: When user is renamed, delegates will see renamed user’s calendar title with the old email.

When an administrator renames a user in the Admin Console (a@domain.com to b@domain.com or a@domain.com to a@domain-alias.com), user’s calendar name will appear to his delegates as old email of the renamed user (a@domain.com) instead of “FirstName Lastname”. This issue is only cosmetic and does not affect the Calendar functionality. It also only affects delegates of user’s calendar, including domain admins.

If the automatically generated nickname that is created after renaming a user gets deleted (a@domain.com), the renamed user will also experience the same issue. 

Workaround: Delegate can change calendar name from its Calendar Settings, clicking on the small arrow next to calendar itself and choosing Calendar Settings, or via API with help of calendar.calendars.update method.

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Drive and Docs: After submission to the gallery, some templates may not be listed. Users trying to submit the same document as a new template will receive a message that the template already exists.

After submission to the gallery, some templates may not be listed. Users trying to submit the same document as a new template will receive a message that the template already exists. As a workaround, create a copy of the document, set it's visibility setting to 'People at <your domain> can find and access' or a more public option, and submit this copy to the gallery.
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Drive: Non-embedded fonts in non-English PDFs are dropped when uploaded in Drive

If you upload a non-English PDF with non-embedded fonts to Drive, those non-embedded font words are dropped and not rendered properly. Workaround: If the necessary fonts are embedded, they are rendered correctly in Drive.
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Drive: Document Ownership Transfer Tool fails to transfer all documents

When using the Document Ownership Transfer Tool to change ownership of items in Google Drive, you may receive a notification that the transfer has failed or only transferred some of the total number of documents. Please retry the tool in a couple hours.
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Gmail: Gmail slow or fails to load when 'Message Sneak Peek' lab is enabled

Resolved
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Groups: When external users who have a Google account associated to their email address are invited via a group, the group might show their Google address

Groups: When external users who have a Google account associated to their email address are invited via a group, the group might show their Google address
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Groups: multi-domain functionality in Groups Web Interface

For organizations with multiple domains, some functionality won't be available if user is logged in a different domain than the group's domain. The workaround is to replace the domain in the URL by the group's domain.
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New Google+ Hangouts: iOS Hangouts app stops unexpectedly

Status: If the Hangouts setting that allows users to conduct voice and video hangouts has been unchecked in the Google Apps Admin console, the iOS Hangouts app might stop unexpectedly when users initiate video hangouts.

Workaround: We are currently working on a solution to address this issue. If you have disabled the voice and video hangout setting in your Admin console, please let your users know that they won't be able to to conduct voice and video hangouts. The setting can be found in your Admin console (admin.google.com) by navigating to Admin Console > Google Apps > Hangouts.

Please review the new Google+ Hangouts features in the Google Apps help center for more information about the new Hangouts experience.

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New Google+ Hangouts: iOS Hangouts app does advance beyond the welcome screen

Status: If your domain's conversation history setting has been set to off by default, users of the iOS Hangouts app will not be able to advance beyond the initial welcome screen.

Workaround: We are currently working on a solution to address this issue. In the meantime, affected iOS users could implement the following workaround:

1. Start a conversation from the desktop web interface.
2. Turn history on for the conversation.
3. Resume the conversation on the iOS device.

You can also enable conversation history for your domain in your Admin console (admin.google.com)by navigating to Admin Console > Google Apps > Hangouts.

Please review the new Google+ Hangouts features in the Google Apps help center for more information about the new Hangouts experience.

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New Google+ Hangouts: iOS Hangouts app redirects users to Google+ premium support page

Status: Users who have never accessed Google+ may be redirected to a Google+ premium features page after logging in to the iOS Hangouts app. Once the premium features page is closed, the user will receive an 'Authentication error - Google+ is required' error notification.

Workaround: We are currently working on a solution to address this issue. In the meantime, please instruct your iOS users to access Google+ before signing into the new Hangouts on iOS. Users only need to access Google+ one time.

Please review the new Google+ Hangouts features in the Google Apps help center for more information about the new Hangouts experience.

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New Google+ Hangouts: iOS Hangouts users are unable to join named Hangouts

Status: iOS users are directed in a loop within the Hangout app when they try to join a named Hangout from the email invite. The Hangout app does not open the desired video call as specified.

Workaround: We are currently working on a solution to address this issue. In the meantime, affected iOS users will need to be manually invited from the Hangout to join the meeting (using the invite option in the running Hangout).

More information about named Hangout video calls is available in the Google Apps official update feed.

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New Google+ Hangouts: Warn when chatting outside of the domain does not work if contact sharing is off

Status: Contact sharing must be turned on for the chatting outside of the domain warning to work, but the Google Apps Admin console allows the warning policy to be enabled even when contact sharing is off. We are currently working on a solution to automatically disable the chat outside of the domain warning policy whenever contact sharing has been turned off.

Workaround: Manually turn on contact sharing or manually disable warning when chatting outside of your domain.

Email Clients and Mobile Devices

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Adding an Exchange account to Google Apps Sync for Microsoft Outlook is not supported

Although it's possible to add a Microsoft Exchange account to your Google Apps Sync profile in Google Apps Sync for Microsoft Outlook®, we recommend against it. Using Exchange and Google Apps Sync in the same profile can cause sending errors and other problems.
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Error sending large attachments from Outlook 2010 (with Google Apps Sync for Microsoft Outlook)

Status: This is a known issue. By default, Microsoft Outlook 2010 disallows sending attachments greater than 20 megabytes (MB). If you try to send a larger attachment, you'll receive an error and the message won't be sent. Gmail, however, allows sending attachments up to 25MB in size.

Workaround: If you're using Outlook 2010 with Google Apps Sync for Microsoft Outlook and want to send attachments up to 25MB (rather than just 20MB), you can modify your Windows registry as described in this Microsoft article

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New Send As addresses don't show up until Outlook 2010 is restarted twice (with Google Apps Sync for Microsoft Outlook)

Status: This is a known issue. When using Google Apps Sync for Microsoft Outlook, you can update your available From addresses in Outlook and select a new default From address in Outlook, by logging in to your Gmail account and adding Send As addresses in your Gmail Settings. However, if you're using Outlook 2010, you must do the following before these changes take effect in Outlook:
  • 1. Restart Outlook.
  • 2. After Outlook starts, wait for Google Apps Sync to finish synchronizing all your email (track progress in the Sync Status dialog).
  • 3. After your email has synced, restart Outlook again. Learn more about Send As addresses.
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Sending mail from 3rd-party apps (using Send To > Mail Recipient), with Google Apps Sync for Microsoft Outlook

Status: This is a known issue that applies when using Google Apps Sync for Microsoft Outlook with Outlook 2010. If you've added a non-Google account to Outlook, such as a POP or IMAP account, you can't send messages from that account, that were attached directly from another application. That is, say you're viewing a Microsoft Word document or PDF file in another application. You can use that application's Send to > Mail recipient command to attach the file to a message you send from Outlook. However, if you select to send the message from your POP or IMAP account, it will instead appear to come from your primary Google Apps account.

Please see the Known Issues page to see what else we're working on.

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Accepting a calendar invitation from Google Apps Sync for Microsoft Outlook

Status: This is a known issue.
If you accept a calendar invitation from another Google Apps user in Outlook Mail by clicking the Accept button at the top of the message, then add a reply using Outlook's "Edit the response before sending" option, the recipient will get a reply indicating that you accepted the invitation. However, your response text will not appear (the message body is blank).

Please see the Known Issues page to see what else we're working on.

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"Invalid username/password" repeatedly thrown while syncing to iOS devices through Google Sync

Status: This is a known issue. We are currently investigating possible fixes.

Workaround: Use this process when the user is getting incorrect user/password prompts:

  1. Follow all steps to setup the account here
  2. Make sure Safari cookies are enabled by following these steps on the device: Enable cookies in Settings - Safari - Accept Cookies and reboot
  3. Using the web browser on the iPhone, clear CAPTCHA here
  4. Within 10 minutes of clearing the CAPTCHA, check that the password on the iOS device is correct and reset it if it is not.
  5. If the problem recurs, repeat step 3.

Please see the Known Issues page to see what else we're working on.

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Accepting a calendar invitation you've previously declined (with Google Apps Sync for Microsoft Outlook)

Status: This is a known issue. If you delete or decline an invitation on your calendar in Outlook, then later want to retrieve or accept the invite, you must do so from the Google Calendar web interface. If you drag the event back to your calendar in Outlook or try to accept it there, the change won't stick—the event will be deleted or marked as declined again, after the next sync with Google Apps. Instead, sign in to your Google Apps account in a web browser, open your calendar, and accept the invitation there. After that, the event will become available and remain accepted in Outlook.
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Creating meetings directly with contacts, in Google Apps Sync for Microsoft Outlook

Status: This is a known issue. If you try to create a meeting with someone from their contact entry in Outlook 2010 (by right-clicking the contact, creating the meeting, then clicking Send), Outlook reports an error and the meeting isn't created. Instead, you'll have to create the meeting in Outlook Calendar. Note that this error only happens in Outlook 2010. In Outlook 2003 and 2007, creating meetings directly with contacts works fine.
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Incomplete email attachments (.msg or .eml) when sending from Google Apps Sync for Microsoft Outlook to Exchange users

Status: Google Apps Sync for Microsoft Outlook users sending email attachments (.MSG or .EML) to Microsoft Outlook users hosted on a legacy Exchange environment may receive an incomplete or missing attachment. Workaround: When attaching an email message as 'Outlook item' select 'Insert as Text Only'. This will copy the message attachment as text to the body of the new email.

Please see the Known Issues page to see what else we're working on.

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Couldn’t sign in: Your domain requires mobile device management

Error message: "Couldn’t sign in: Your domain requires mobile device management. Activate the 'Google Apps Device Policy' app to enforce security policies required by <your> account."

If you see this error message on your Android device, you need to download the latest version of Google Apps Device Policy. Learn more.

If after installing Google Apps Device Policy you keep getting a sign-in error for your account, see these troubleshooting instructions.

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Calendar invitations with attachments not added to recipient's calendar, when sent from Google Apps Sync for Microsoft Outlook

If you're using Google Apps Sync for Microsoft Outlook®, and you send a calendar invitation with an attachment to another Google Apps user, your invitee will indeed receive the invitation in their email—along with the attachment—as expected. However, the invitation is not automatically added to the recipient's calendar, and the email does not include a link for the recipient to RSVP.

These issues only occur with invitations that include an attachment. 

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Messages sent to contacts in Outlook 2013 are not delivered to selected contacts

Status: Outlook 2013 users who are using Google Apps Sync for Microsoft Outlook® may notice that some of their sent messages are not being received and appear to be missing recipients in the 'To:' field of any affected message headers. This behavior is caused by using the 'Add to Outlook Contacts' option in Outlook 2013.

If you're experiencing this behavior, you'll most probably see multiple instances of the following error in your Google Apps Sync logs:

Can't determine recipient email: '3002001f:SMTP' '39fe001f:(null)' '3003001f:undisclosed-recipient

Workaround: To work around this issue, you have two options. First, you can manually enter the email address of the contact you're attempting to send mail to, as opposed to selecting the contact using the 'To:' field. Second, you can delete the contact and manually recreate it.

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Notification prompting users to re-download Google Apps Device Policy when it is already installed

Status: This is a known issue. We are currently investigating possible fixes. For affected users, ignore the notification.

Users on Gingerbread (Android 2.3) devices are intermittently notified to re-download Google Apps Device Policy v5.25 app, although it is already installed. Users will see a 'Couldn't Sign In' download prompt.