Before you call Chrome Enterprise support

This article is for users of Chrome Enterprise support. If you are an enterprise and don't have support for your Chrome devices or browsers, but would like to purchase it, see this article on getting support.

Before contacting Google for help with Chrome Browser or your devices running Chrome OS, you can help us by gathering information about your issue.

Tip: If your organization or company has a Help Desk, ask them to help you gather information and details from your users.

Step 1: Provide this information for all issues

Important: When submitting troubleshooting data to support, be sure to remove any sensitive data, such as account credentials, government identification numbers, cardholder data, and so on.

Issue information

  • Detailed description of your issue, including steps to reproduce, date, time, and time zone.
  • Steps taken to troubleshoot.
  • If the problem is consistent or intermittent and reproducible on a different device, operating system, browser, or network.
  • Legible screenshots showing the full URL and exact error message or error condition.
  • Google product and version (if applicable).
  • Affected usernames.

Hardware and software details

  • Operating system type and version.
  • Names of any internet security, firewall, anti-virus, or pop-up blocking software installed on the affected devices.
  • Browser type, version, and installed add-ons.
  • A PDF file of the information shown when you enter chrome://version or about://chrome.
  • For Chrome Browser issues, check that you have the latest Chrome Browser version and update if needed. In a browser tab, enter chrome://extensions and provide a screenshot of the information shown.
  • For Chromebook issues, we need the model and serial number of the affected device, the hardware ID, and after reproducing the issue, general device debug logs, including a timestamp. See Chrome device debug logs.

Step 2: Gather any additional information

Chrome sync

  • Open a browser tab and enter chrome://sync. Put the information on the About tab in a PDF file.

Google Cloud Print

  • Provide the network configuration details, printer models, and type.

Chrome Browser and user interface

  • If the issue caused Chrome Browser to crash, go to chrome://crashes and provide the crash IDs.
  • Is the entire machine locking up? Provide screenshots or screencasts if possible.
  • Go to HAR Analyzer and provide a HAR capture of the problem.
    Important: HAR files include the content of the pages you download while recording. All the information that you submit while recording gets included, such as personal details, passwords, and credit card numbers. We recommend that you delete any sensitive information before recording and submitting a HAR capture.
  • If using Microsoft® Windows®, gather the event logs after a crash. See Event viewer-- What is going on in your computer.

Administrative policies

  • Open a browser tab, go to chrome://policy, and export the policies to a PDF or JSON file. 

Chrome OS updates

  • The general network setup, including the SSL inspection being used and the proxy that is having issues.

Chrome Browser installations for windows

  • If using the Chrome .MSI  installer, provide the verbose Windows Installer log: msiexec /i googlechromestandaloneenterprise64.msi /l*vx chrome_msi.log​​​​​​​.
  • For all other installers, provide the chrome_installer.log in C:\Windows\Temp.

Legacy Browser Support (LBS)

  • Does the issue occur for all users and devices?
  • Open a browser tab, go to chrome://policy, and export the policies to a PDF or JSON file.
  • Go to chrome://extensions and provide the LBS extension version and native host add-on version.
  • Provide URLs where the issue is seen.
  • If using Windows XP, provide logs from C:\Documents and Settings\{username}\Local Settings\Application Data\Google\Chrome\BrowserSwitcher.
  • If using Windows Vista, 7, or 8, provide logs from C:\Users\{username}\AppData\Local\Google\Chrome\BrowserSwitcher\plugin_log.log.
  • If using Microsoft® Internet Explorer®, provide the version.

Apps and extensions

  • Go to chrome://extensions and provide a screenshot of the app or extension details and an ID if available.

Network connectivity

  • Provide the access point model, network configuration details and type of network connected to, such as WPA, MSCHAP, or Radius.
  • Does the issue persist on different networks or is this network specific?
  • Are all devices affected?
  • (Optional) To provide HTTP debug logs from the controller side, see How to capture a NetLog dump.

Chrome device enrollment

  • Make sure you follow the steps to Enroll Chrome devices. Are you still having the issue?
  • Is this an automatic enrollment issue or just a general enrollment issue?
  • Provide the username and password you’re using for signing in and enrollment.
  • Provide the domain you’re using to manage Chrome devices.

Returns and repairs   

Chrome Enterprise support only handles shipping for Jamboards and Pixelbooks

  • Provide the shipping details, such as address, email, and phone number.

Step 3: Submit feedback and contact support

  1. Submit feedback immediately after reproducing your issue. See Report an issue or send feedback on Chrome.
  2. Get support by phone, chat, or email. See Contact Chrome Enterprise support.
  3. Get support via the Admin console. See Locate your G Suite Phone Support PIN.

Your privacy

How is this information used?

The data and information you provide is used to troubleshoot the issue you’re reporting.

Doesn’t Google have some of this data already?

For privacy reasons, our support agents don’t have access to any user views that show user-generated content. Our support agents won’t have access to all relevant aspects of the user’s view and context of a reported problem. The information you provide helps us resolve your issue quickly and properly.

The screenshots you provide help our support agents to confirm the error or behavior as your users experience it. The exact error messages help us to narrow the scope of the problem and speed up review of the system log files. They also ensure that we clearly document the observed symptoms.

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