Troubleshoot installation & setup issues

 If you’re a GWSMO user, you might need to contact your administrator for assistance with these troubleshooting steps.

Here's how to troubleshoot problems you might have when installing and setting up Google Workspace Sync for Microsoft Outlook (GWSMO).

On this page

• Troubleshoot issues using Log Analyzer
• Address download & installation problems
• Fix installation error messages
• Troubleshoot sign-in & setup issues

Troubleshoot issues using Log Analyzer

You can use Log Analyzer to troubleshoot 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.

Address download & installation problems

Expand section  |  Collapse all & go to top

Can't download GWSMO

Make sure you're using a browser with Oracle JavaScript turned on. If you're still experiencing problems, review the solutions in Installation was unsuccessful (below on this page).

Installation or initial sync takes too long

Installation should take only a few minutes. If it takes longer, make sure you meet the system requirements.

After the installation finishes, synchronization begins. If you're importing a lot of Microsoft Exchange data to your managed Google Account, the initial sync can take up to 24 hours. However, you can begin using Outlook immediately. For details, go to Start using Outlook.

Installation was unsuccessful

Installations are usually unsuccessful because the version of Windows or Outlook doesn't meet the system requirements. Review the system requirements, install any necessary updates, and try the installation again. For details, go to System requirements.

If the installation still doesn't work:

• If you're an administrator, make sure you completed the setup steps. For details, go to Get ready & install GWSMO.
• You might have incompatible add-ins for Outlook. For more information on turning add-ins on or off, consult this Microsoft article.
• Check if you're experiencing network traffic issues.
• Turn off anti-virus software or a third-party application with access to your Outlook PST files.
• Check whether you renamed the MSI file after downloading it. If you did, set the MSI file name back to its original name when it was initially downloaded. Then, try installing GWSMO again.
• Verify Google Update installed correctly (below on this page).

Verify Google Update installed correctly

1. On the computer where GWSMO is installed, go to C:\Program Files(x86)\Google\ Update\your_version_number.

   You should have a non-empty folder in this location.

2. In the registry, go to HKEY_LOCAL_MACHINE\Software\Wow6432Node\Google\Update\Clients\folder ID\pv.

   The pv value should match the folder version number in the \Google\Update\your_version_number path.

3. Choose an option:
   • If the folder in the \Google\Update\your_version_number path is empty, delete the pv registry key and install GWSMO again.
   • If you can't find the pv registry key, reinstall Google Update and then install GWSMO. The easiest way to install Google Update is to Download & install Google Chrome.

Unable to create or sign in to profile

To troubleshoot this issue, check that:

• Your default browser is supported (for example, Google Chrome, Mozilla Firefox, or the Chromium-based version of Microsoft Edge).
• The default browser is operational. To do so, on your Windows computer:
  1. Click StartRun.
  2. Enter https://google.com.
  3. If the URL is unsuccessful, set your default browser by following the steps in Make Chrome your default browser.
  4. If the URL is successful, continue with the troubleshooting points.
• You turned off any browser extensions that modify the page or URL or that might cause the page to redirect.
• There isn't a proxy or cloud access security broker (CASB) modifying the page between Google and your browser.

  For more information about CASBs, go to Guidelines for setting up a third-party CASB with Google Workspace.

• There are potential errors in identity log file. You can find the log files at C:\Users\your-user-name\AppData\Local\Google\Identity.

Fix installation error messages

Expand section  |  Collapse all & go to top

"Cannot register service"

This issue is typically caused by installing Exchange Server management tools, which include an incompatible version of MAPI32.DLL.

To fix the issue, uninstall the Exchange Server management tools. If that doesn't solve the problem, run fixmapi.exe.

"Cannot open your default email folders. The information store could not be opened"

This error can occur after you change your Windows password. To fix the issue, you need to enter the new password in your GWSMO profile:

1. Go to StartGoogle Workspace SyncDelete saved Google Workspace Sync passwords.
2. Open Outlookyour GWSMO profile.
3. Re-enter your password.

"Request is missing required authentication credential"

You might get this message with 401 errors. It occurs if WinHTTP TLS 1.2 is turned off on your computer. To fix the issue:

1. In the registry of the computer where GWSMO is installed, go to HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Internet Settings or HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Internet Settings.
2. Click EditNewDWORD (32-bit) Value.
3. As the name of the value, specify SecureProtocols and press Enter.
4. Right-click the SecureProtocols value that you created and select Modify.
5. For Edit DWORD (32-bit) Value, enter 0x00000800 as the new value and click OK.
6. Restart the computer.

Troubleshoot sign-in & setup issues

Expand section  |  Collapse all & go to top

Unable to sign in

Make sure you're signing in with the correct username and password:

1. In a web browser, go to accounts.google.com.
2. Enter your Google Workspace username and password.

If you can successfully sign in, the same credentials should work with GWSMO when signing in to your Google Workspace profile in Outlook. If you can't successfully sign in, the issue doesn't relate to GWSMO. Reach out to your admin for assistance.

Set up issues

Before you begin: Make sure you're signing in with the correct username and password. For details, go to Unable to sign in (above on this page).

1. Try re-creating the profile used to access Google Workspace.

   For details, go to Re-create or replace your profile.

2. If you still have problems, reinstall Outlook and GWSMO:
   1. Go to the program management section of Microsoft Windows where you can view and change system settings.
   2. Uninstall GWSMO and Outlook.

      If you installed the entire Microsoft Office suite, you might need to uninstall that instead.

   3. Using the installation files, reinstall Outlook or Office.
   4. Re-create your GWSMO profile in Outlook and synchronize with your Google Workspace account. For details, follow the steps in Download & install GWSMO.

      Important: When re-creating your profile, don't import data from your old Outlook profile because it's already in your Google Workspace account.

   5. Restart your computer.

Didn't find your issue here?

We might know about it and are working on a fix or can suggest a workaround. To find out, search for your issue in Data migration & sync at Google Workspace Known Issues.

_{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.}