Below are key pieces of information you’ll be asked for when submitting support requests to Google.
General support template
We'll need the following details to troubleshoot for all reported issues:
- Problem description
- Steps taken so far to troubleshoot
- Is the problem consistent or intermittent?
- Is the issue reproducible on a different machine, operating system, browser, device, and/or network? (Test using different computers at home or at the local library.)
- If reproducible, provide step by step instructions how to reproduce the reported issue
- Legible screenshots displaying the full URL and exact error message/ error condition
- Google product used and version (if applicable), e.g. Gmail or Google Cloud Directory Sync
- Date, time, and timezone when issue occurred
- Affected username(s)
- Operating system type and version (e.g. Microsoft® Windows 10/ Mac® OS X/ Linux®)
- Which Internet security, firewall, anti-virus, or pop-up blocking software is installed on your computer, if any?
- Browser type, version, and add-ons installed (e.g. extensions or toolbars)
Network and server issues
In addition to the items listed above, provide the details requested below for any network latency issues, or server errors.
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