Gather information before you call support

Before contacting Google for help with your Chrome device or software, you can help us resolve your issue more quickly by gathering information listed below.

After gathering this information, Contact support.

Have a company Help Desk? Provide this information to your Help Desk reps so they can gather necessary details from your users.

Google Chrome Browser

Before you begin, check that you have the latest Chrome browser version. If you’re not using the latest Chrome browser version, we'll probably ask you to upgrade to it before continuing our investigation.

We'll need the following details to troubleshoot any Chrome browser issue:

  • Description of your problem
  • Steps to reproduce the issue
  • Steps taken so far to troubleshoot
  • If the problem is consistent or intermittent
  • If user-specific, please provide usernames
  • Operating system type and version (e.g. Microsoft® Windows 10/ Mac® OS X/ Linux®)
  • A PDF file format (Save as PDF) of the information shown when you enter: chrome://version. This will provide more than the version number information. Or a PDF file format of the information found when you enter about://chrome.
  • A screenshot of the information shown when you enter: chrome://extensions

In addition to this information, click the link below for your primary issue and provide the requested information.

Chrome Sync

In addition to the general troubleshooting information, submit a PDF file format (Save as PDF) of the About tab when you enter: chrome://sync.

You must submit feedback immediately after reproducing your issue. Learn more about how to send feedback on Chrome.

Cloud Print

In addition to the general troubleshooting information, provide the following:

  • the network configuration details
  • a list of printer models

You must submit feedback immediately after reproducing your issue. Learn more about how to send feedback on Chrome.

Browsing and user interface

In addition to the general troubleshooting information, provide the following:

  • If your issue caused Chrome to crash, enable crash reporting and let us know the crash IDs from the browser by looking at: chrome://crashes
  • Provide details about any error messages you see. For example, an "Aw, snap" error or a kill/wait prompt on unresponsive pages?
  • Is the entire machine locking up? Screenshots or Screencast (video) will also be valuable for this investigation.
  • a HAR file produced while reproducing the issue
  • If using Microsoft Windows, gather the event logs after a crash. Read Event viewer-- What is going on in your computer for more information.
Administrative policies

In addition to the general troubleshooting information, provide the following:

  • Policies printed into a PDF file: chrome://policy
  • Policies exported into a JSON file: chrome://policy

You must submit feedback immediately after reproducing your issue. Learn more about how to send feedback on Chrome.

Installation

In addition to the general troubleshooting information, provide the following:

  • Chrome version
  • OS platform and version
  • Chrome_installer.log in C:\Windows\Temp (Microsoft Windows only)
  • Verbose msi log: msiexec /i googlechromestandaloneenterprise64.msi /l*vx msi.log ( Enterprise version installs only)
  • Screenshots of any errors
Legacy browser support

In addition to the general troubleshooting information, provide the following:

  • Does this occur for all users and devices?
  • Legacy Browser Support (LBS) Chrome extension version (chrome://extensions)
  • LBS native host add-on version
  • IE version
  • URL(s) where the issue is seen
  • Policies printed into a PDF file: chrome://policy
  • Policies exported into a JSON file: chrome://policy
  • Logs from the following locations:

Windows XP: C:\Documents and Settings\[username]\Local Settings\Application Data\Google\Chrome\BrowserSwitcher

Windows Vista/7/8: C:\Users\{username}\AppData\Local\Google\Chrome\BrowserSwitcher\plugin_log.log

Slow interface or browser updates

In addition to the general troubleshooting information, provide a screenshot of the information shown when you enter: http://browserinformation.appspot.com

You must submit feedback immediately after reproducing your issue. Learn more about how to send feedback on Chrome.

Chromebooks

We'll need the following details to troubleshoot any Chromebook issues:

  • Issue description
  • Steps to reproduce the issue
  • If user-specific, provide usernames
  • The model and serial number of the affected device
  • Hardware ID
  • General device debug logs (including a timestamp) after reproducing the issue. Learn more about Chrome device debug logs.
  • Chrome and platform version of an affected device (Go to chrome://extensions)

In addition to this information, click the link below for your primary issue and provide the requested information.

Android and Google Play for Chromebooks

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
Applications and extensions

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • Application / Extension ID
  • Screenshot of the Extension Details page
Browser and user interface

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • If your issue is related to interface errors or slowness provide HAR file
Chrome sync

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • If your issue is related to Chrome Sync, please provide a PDF file format (Save as PDF) of the ‘About’ tab only when you enter and view the chrome://sync information.
Cloud print

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • Provide the network configuration details, printer models and type (Classic printer/Cloud ready)
Connectivity

In additional to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • Provide the network configuration details
  • Does the issue persist on different networks or is this network specific?
  • The access point model being used?
  • The type of network that is being connected to (WPA, MSCHAP, Radius)?
  • Are ‘ALL’ devices affected?

OPTIONAL: Wi-Fi debug logs from the controller side

  1. Browse to 'chrome://net-internals'.
  2. Select 'ChromeOS' from the drop-down menu.
  3. Click the 'Wi-Fi' button to enable Wi-Fi debug logging. This will set the device to track all network traffic until the device is powered off.
  4. Without powering off the device, reproduce the issue. Please note the time that you did the test, as this will make it easier for us to find the relevant information when reviewing the logs.
  5. Go back to 'chrome://net-internals', select 'ChromeOS' again, and click 'Store debug logs'. This will place a compressed archive with the logs in the 'Downloads' folder.
  6. Send these logs in your response, with the exact date/time of issue.
Device management console

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
Enrollment

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • Review the instructions to Enroll Chrome devices to learn how to enroll a Chromebook.
  • Is it an automatic enrollment issue specifically, or just a general enrollment issue?
  • Credentials being used for login/enrollment
  • Domain that's provisioned for Chrome devices management
OS update

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
  • General Network setup
  • SSL inspection being used
  • Proxy used on the Network that is having Issues
Cloud policies

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
Provisioning

In addition to the general troubleshooting information, provide the following:

  • Issue description:
  • If user-specific, please provide usernames:
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
Returns and repairs

In addition to the general troubleshooting information, provide the following:

Note: Support will handle shipping only for Jamboard and pixelbook.

  • Provide your shipping details (Address, email, phone, etc.)
Setup and deployment

In addition to the general troubleshooting information, provide the following:

  • Issue description
  • If user-specific, please provide usernames
  • Steps to reproduce the issue
  • Include affected device’s model and serial number
  • Hardware ID
  • General device debug logs after reproducing the issue along with the timestamp of the reproduction itself. For details on how to get these logs, see Chrome device debug logs
  • Chrome and platform version of an affected device (found by navigating to 'chrome://version')
Was this helpful?
How can we improve it?