Troubleshoot synchronization issues

G Suite Sync for Microsoft Outlook

Here's how to troubleshoot synchronization issues you might have with G Suite Sync for Microsoft® Outlook® (GSSMO).

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General sync issues  |  Mail sync issues  |  Calendar sync issues  |  Other sync issues

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General sync issues

GSSMO icon in the Windows system tray is showing offline

Either your network connection is down or Outlook has switched into offline mode (after a password reset, for example).

Getting sync errors or synchronization stopped altogether

Did you select an Unlimited mailbox size limit in GSSMO? If so, your local PST file might have reached the maximum size allowed by Outlook (20 GB). To fix the problem, you need to limit the mailbox size in GSSMO. For details, see Set a local mailbox size. Or, you can increase the size limit of your PST file in Outlook. Consult your Microsoft documentation on how to do this.

Dragged folders in Outlook causes synchronization issues

Dragging folders in Outlook to reorganize them can cause synchronization issues in GSSMO. Create a new profile and data should sync correctly.

Mail sync issues

Local Outlook PST file larger than GSSMO mailbox

A message that has multiple labels in Gmail appears in each corresponding folder in Outlook. When the message appears in multiple folders, it looks like there are multiple copies of the message in Outlook. In turn, the size of your local mailbox (PST file) can be larger as a result. However, there's only one copy of the message. If you delete it from one folder, it’s deleted from all the other folders, too.

Same message appears in multiple folders in Outlook

A message that has multiple labels in Gmail appears in each corresponding folder in Outlook. It can look like there are multiple copies of the message in Outlook, and the size of your local mailbox (PST file) can be larger as a result.

There's only one copy of the message, however. Deleting it from one folder deletes it from the other folders, too.

Executable file attachments aren't appearing

G Suite doesn't allow sending or receiving executable (.exe) files and some other types of file attachments. These attachments don't appear in Outlook or Gmail. There also limitations when you send .eml or .msg attachments to Microsoft Outlook users. See Can't view MSG or EML files.

What type of files can't I send or receive?

.ade, .adp, .bat, .chm, .cmd, .com, .cpl, .dll, .exe,
.hta, .ins, .isp, .jse, .lib, .mde, .msc, .msg, .msp,
.mst, .pif, .scr, .sct, .shb, .sys, .vb, .vbe,
.vbs, .vxd, .wsc, .wsf, .wsh

Outlook not showing older messages (but Gmail interface is)

Your local Outlook mailbox (PST) file might not be large enough to store all your email messages. GSSMO stores the most recent messages locally (up to 1 GB). All messages remain available in the cloud, where they’re accessible from the Gmail interface.

If you want to store more messages locally, you can adjust your Outlook mailbox size using the following methods:

Note: We don't recommend increasing your Outlook mailbox size as it can affect sync performance.

Unable to move messages between folders in Outlook

If you're unable to move a message from one folder to another in Outlook, it could be because the destination folder doesn't have a corresponding label in Gmail. To fix the problem, try one of the following options:

  • Create a label in Gmail that corresponds to the folder you're moving the message to.
  • Delete the folder in Outlook and recreate it.

Note: You can't move messages directly into the Drafts folder. You have to save the message as a draft instead.

I'm getting sync errors, or synchronization has stopped altogether

Did you select an Unlimited mailbox size limit in GSSMO? If so, your local PST file might have reached its maximum size allowed by Outlook (20 GB, by default), which can cause errors or prevent GSSMO from syncing with G Suite.

Limit the mailbox size in GSSMO (see Set a local mailbox size). Or, increase the size limit of your PST file in Outlook. Consult your Microsoft documentation on how to do this.

Large messages time out over slow connection

If you send a message with large attachments over a slow connection, the connection can time out. The message remains unsent in your Outbox. By default, the timeout is hard-coded to occur at 90 seconds.

You can extend this period by modifying your Windows® registry. Add the following keys to override the default timeout values:

  • HKEY_CURRENT_USER\Software\Google\Google Apps Sync\Other\ResolveTimeoutSeconds > DWORD Value = 00000030
  • HKEY_CURRENT_USER\Software\Google\Google Apps Sync\Other\ConnectTimeoutSeconds > DWORD Value = 00000030
  • HKEY_CURRENT_USER\Software\Google\Google Apps Sync\Other\SendTimeoutSeconds > DWORD Value = 00000600
  • HKEY_CURRENT_USER\Software\Google\Google Apps Sync\Other\ReceiveTimeoutSeconds > DWORD Value = 00000600

Note: If you're running a 32-bit version of Outlook on a 64-bit version of Windows, you'll need to add these registry keys in the correct location for 32 bit applications. For details, see the instructions on using the Windows registry at Configure options via the registry.

How do I add the keys to my Windows registry?

  1. From the Windows Start menu, click Run, then enter regedit.

    If you're using a 32-bit version of Outlook on a 64-bit version of Windows, enter %systemroot%\syswow64\regedit instead in the Run dialog box.

  2. Navigate to HKEY_CURRENT_USER\Software\Google\Google Apps Sync\.
  3. Click Edit and then New and then Key.
  4. Enter Other as the name of the folder.
  5. Select the Other folder you just created and click Edit and then New and then DWORD Value.
  6. Enter ResolveTimeoutSeconds as the new value.
  7. Right-click the new value's folder and click Modify.
  8. Under Value Data, enter the timeout value.
  9. Repeat the steps to create a DWORD value for the other timeout values (ConnectTimeoutSeconds, SendTimeoutSeconds, and ReceiveTimeoutSeconds).
Drafts saved in Outlook don't sync to Gmail

GSSMO doesn't synchronize email drafts with Gmail or other computers where you use Outlook. You must complete the email on the same client on which you started. 

Sent messages not showing up in Outlook Sent Items folder

With the default Outlook settings, sent messages should appear in the Sent Items folder. If the original settings have been modified, restore them to the default settings:

  1. In Outlook, click Tools and then Options.
  2. On the Preferences tab, under E-mail, click E-mail Options.
  3. Check the Save copies of messages in Sent Items folder box.
Messages moved from Outlook Sent Items folder reappear there

In Gmail, a message can later reappear with a Sent Mail label. If it does, it will try to sync back to Outlook's Sent Items folder.

This issue will resolve itself. It can take up to 24 hours to be synced correctly, however.

Can't see .msg or .eml files

If you attach an email message (using a .msg or .eml file) to a message in Outlook, recipients using Exchange won't be able to read the attachment. To avoid this issue, it's best to forward the message using Outlook, rather than forwarding it as an attachment. 

I see an "operation failed" error when sending email in Outlook

This issue can occur when you configure your GSSMO account and Exchange Server account in the same Outlook profile.

If you see this error, create separate Outlook profiles for the GSSMO and Exchange Server accounts.

Folders in Outlook don't always match labels in Gmail

This issue can occur if you rename a label in Gmail that has nested labels underneath. Following a sync, you might see both the original label and the renamed label in Outlook. 

I see a "G Suite Sync has found problems in your profile" message

You might see this message if: 

  • Your GSSMO profile was created using GSSMO version or earlier.
  • You are sending email from a secondary IMAP account (an IMAP account that has been added to the GSSMO Outlook profile). These email messages fail to send. 

The issue occurs when the name of a G Suite email label conflicts with an Outlook folder name. To resolve the issue, you should recreate your profile. For details, see Create or replace your profile

Calendar sync issues

Invitations not syncing properly

This issue can occur if you're receiving calendar invitations that aren't in the iCalendar format. Check in your Gmail interface to see if the invitation email contains a winmail.dat attachment. If it does, the sender needs to modify their Outlook settings to use iCal:

In Outlook:

  1. Click Tools and then Options.
  2. On the Preferences tab, click Calendar Options.
  3. Under Advanced options, check the When sending meeting requests over the Internet, use iCalendar format box.
  4. Save the change. 

This setting might be disabled if the sender is using GSSMO or is connected to an Exchange server.

Outlook adds events to primary calendar that belong on another calendar

Whenever Google Calendar sends you a notification about a new event, Outlook adds the event to your primary calendar—no matter what calendar the event actually belongs to.

If this is a frequent problem, you should avoid enabling New Event notifications for any calendar other than your primary calendar.

Events in Outlook showing wrong time zone

In the Google Calendar interface, verify your time zone settings are correct:

  1. Go to Settings Settings and then Settings.
  2. On the General tab, set the current time zone. 
  3. On the Calendars tab, select any other calendars and set the time zone for them.
  4. Share these instructions with the people who invite you to meetings. 

New events scheduled should now display the correct time zone. To ensure previously scheduled events display correctly, you must recreate your G Suite profile.

One-day events show up in Outlook across two days

Your time zone might not be correctly set in the Google Calendar interface. To check the setting and correct it:

  1. Go to Settings Settings to verify your time zone settings.
  2. Delete and resync your Calendar data to correct any previously scheduled all-day events:
    1. In your Windows system tray, right-click the GSSMO icon.
    2. Open the Synchronization Status dialog and choose the Delete and resync option for your calendar data only.

This deletes Outlook-specific data from your calendar, such as colored categories you applied to events. For details on the Delete and resync option, see Resync or repair Outlook data.

Outlook crashes when I refresh free/busy information

Are you using Outlook 2010? If so, ensure you have all the required hotfixes for Outlook 2010. Check your Microsoft documentation for details. 

Can't view other users' free/busy information in Outlook

There might be a problem with your Windows registry settings. Verify the following registry key is set exactly as shown below. If the key doesn't exist or if its value doesn't match what's shown below, create the key and edit its value.

  • Registry key: KEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\your_Outlook version\Outlook\SchedulingInformation\FreeBusySupport
  • Value name: SMTP
  • Value type: REG_SZ (string value)
  • Value data: {0006F049-0000-0000-C000-000000000046}

How do I modify this key in my Windows Registry?

  1. From the Windows Start menu, click Run and enter regedit.

    If you're using a 32-bit version of Outlook on a 64-bit version of Windows, enter %systemroot%\syswow64\regedit in the Run dialog box.

  2. Navigate to KEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\your_Outlook_version\Outlook\SchedulingInformation\

    where your_Outlook_version is:

    • 11.0 for Outlook 2003
    • 12.0 for Outlook 2007
    • 14.0 for Outlook 2010
  3. If you don't see FreeBusySupport folder in the SchedulingInformation folder, choose Edit and then New and then Key and enter FreeBusySupport as the name of the key.
  4. Select the FreeBusySupport folder and choose Edit and then New and then String Value.
  5. Enter SMTP as the new value.
  6. Right-click the new value's folder and click Modify.
  7. Under Value Data, enter {0006F049-0000-0000-C000-000000000046}.
Some calendar, contact, notes, or tasks folders aren't syncing

When creating new folders in Outlook, make sure you create them under the appropriate Outlook app (Calendar, Contacts, and so on). If you don't, their contents won't sync with G Suite. 

In addition, create all notes in your top-level Notes folder in Outlook. Notes placed elsewhere, such as in subfolders, won't sync with Google Docs, Sheets, and Slides.

Does data still sync when you get a conflict error? 

If you update a contact from both Outlook and G Suite or a mobile device, a conflict can occur because GSSMO retains 2 versions of the contact. You don't lose any data when this happens—both versions of the contact are retained.

To choose which version to keep:

  1. In Outlook Mail, go to Go and then Folder List and open your Sync Issues folder to see which contact has a conflicting version.  
  2. Open the contact in Outlook. Outlook displays a conflict message and lets you choose which version to keep.

Other sync issues

  • Verify your version of Windows or Outlook meets all these system requirements.
  • Make sure you're using the latest release of GSSMO with the latest hotfixes. Learn more about getting the latest release.
  • Make sure your Outlook PST file isn't corrupt. Check your Microsoft documentation on how to do this.

Are there known data migration issues in G Suite?

To find out, see Known Issues and look under Data migration and Device syncing.

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