Troubleshoot a Microsoft Outlook migration

If you encounter a problem with G Suite Migration for Microsoft® Outlook (GSMMO), first check your configuration settings. Then, troubleshoot your migration using the common issues below. 

Use Log Analyzer

If the problem persists, submit the generated logs to Log Analyzer. Most issues can be identified within a few moments of submission.

Where do I find the logs?

The logs are located on your computer in the following location:

C:\Users\your-user-name\AppData\Local\Google\Google Apps Migration\Tracing\ClientMigration

Troubleshoot common issues

Some or all of my data isn't importing from my old account

Here are some steps to troubleshoot this problem:

  • Check that you're connected to the Internet for the duration of the migration and not experiencing network connectivity issues.
  • Be sure that Outlook is closed for the duration of the migration.
  • Don't import from an OST file. GSMMO supports importing only from a PST file or directly from an Exchange account. Learn more.
I'm getting duplicate contacts after importing

This happens when you import contact data multiple times into the same G Suite account. Import your contacts only once or else duplicates can occur. If you do end up with duplicate data, do one of the following:

  • Delete all your personal contacts from your G Suite account. Then, use GSMMO to reimport your contacts.
  • Remove duplicate contacts manually from G Suite.
I'm getting the error: One or more items failed to import. Does the rest of my data continue importing anyway?

Yes. The rest of your data will continue importing unattended. If your migration wizard is still open, you can open the Migration log file from the wizard's progress screen to see a list of errors. Otherwise, find your log files in the following location:

C:\Users\your-user-name\AppData\Local\Google\Google Apps Migration\Tracing\ClientMigration

Certain classes of messages (read receipts, delivery/non-delivery reports) aren't being imported

GSMMO currently doesn't migrate certain message classes, including read receipts and delivery/non-delivery reports.

Migrating large messages can time out over a slow connection

If you import a message with large attachments (multiple megabytes) over a slow connection, the connection can time out. After multiple retries, the migration stops and you'll see 80072ee2 error codes in the log files. By default, the timeout is hard-coded to occur at 120 seconds. You can extend this period to accommodate messages that take longer than 120 seconds to migrate by modifying your Windows registry. Specifically, add the following keys to override the hard-coded timeout values:

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

Note: If you're running a 32-bit version of Outlook on a 64-bit version of Windows, you 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 limits and options via the registry.

The above values give timeout periods in seconds, and can be adjusted to accommodate your connection.

How do I add these keys to my Windows Registry?

  1. Open the registry: From the Windows Start menu, click Run, then type regedit in the Run dialog.

    (If you're using a 32-bit version of Outlook on a 64-bit version of Windows, you should instead enter %systemroot%\syswow64\regedit in the Run dialog.)
  2. In the Registry, navigate to HKEY_CURRENT_USER\Software\Google\Google Apps Migration\.
  3. Select Edit > NewKey. Then enter Other as the name of the key, and click Enter.
  4. Select the Other folder you just created and choose Edit > New > DWORD Value. Enter ResolveTimeoutSeconds as the new value and click Enter.
  5. Right-click the new value's folder and click Modify. Then under Value Data, enter your desired timeout value (00000030, in our example).
  6. Repeat these steps to create a DWORD value for each other timeout listed above (ConnectTimeoutSeconds and SendTimeoutSeconds).
How do I enable different logging levels?

To enable the different logging levels (Information, Verbose, or Performance) for GSSMO, edit the Tracing registry key and its accompanying level DWORD value:

  • Registry key—HKEY_CURRENT_USER\Software\Google\Google Apps Migration\Tracing
  • DWORD value—Level
  • Level value data—Change the default value of 7 to:
    • f (Information)
    • ff (Verbose)
    • 4F (Performance)

Note: Verbose logging can generate large log files, which can impact performance and the availability of disk space.


Are there other known data migration issues?

There might be. See Known Issues and look under Device syncing.

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