Contact support for Google Workspace Migrate issues

If you can't fix an issue with setting up or using Google Workspace Migrate, contact support for help.

The Google Workspace support team doesn't provide support for third-party migration tools. To learn more, go to Support for third-party tools.

Before you begin

Check the troubleshooting information in:

• Troubleshoot Google Workspace Migrate 
• Troubleshoot platform issues
• Google Workspace Migrate known issues

Contact support

1. If you still need help, contact support with the following setup information:
   • Current Google Workspace Migrate version number (on the dashboard next to Help ).
   • Google Workspace domain name.
   • Deployment environment, such as Google Cloud, on-premises, or third-party cloud provider.
2. Gather the following information about the issue:
   • Date and time of the issue (including time zone).
   • Description of the issue, including what’s happening and what you expected to happen.
   • List of steps that caused the issue.
   • If the issue affects users, include an email address or username.
   • Screenshots of all error messages in Google Workspace Migrate. Additionally, you might be asked to provide screenshots of your platform settings.
3. Provide reports and logs:
   • An export of the bridge reports. To download the reports, on the affected bridge, click More Download Bridge Reports.
   • Copies of the service host log from the Google Workspace Migrate platform and node server. You can find the log:
     • On a platform installation—Go to C:\Program Files\Google Workspace Migrate\Google Workspace Migrate Platform\AppBridgeServiceHost.log.
     • On a node installation—Go to C:\Program Files\Google Workspace Migrate\Google Workspace Migrate Platform Node\AppBridgeServiceHost.log.

       If you're running an earlier version of Google Workspace Migrate, you might need to use G Suite in the path instead of Google Workspace.

4. If you get a system-generated error that’s not specific, such as UnexpectedException (code 2097152), a log of lower-level data might be required. Complete the steps in Capture HTTP traces with Fiddler.
   

   Capture HTTP traces with Fiddler

   Follow these steps to capture Network HTTP traces from the platform and the node server where the bridge is running.

   1. Go to Fiddler and download the Fiddler Classic free version.
   2. Open Fiddler Classic.
   3. Enable HTTPS inspection.
   4. Go to ToolsOptionsHTTPS and enable "Decrypt HTTPS Traffic" to install the certificate and then follow the instructions.
   5. On the same server where you installed Fiddler, right-click Google Workspace Migrate .
   6. Click Edit proxy settings.
   7. Enable Use a proxy server.
   8. In the address field, enter http://127.0.0.1:8888.
   9. Click OK.

      You get a message to restart the service.

   10. Right-click Google Workspace Migrate  and stop the service.
   11. Right-click Google Workspace Migrate  and start the service.
   12. Go back to the Fiddler window.

       A few seconds after the service restarts, you should start getting requests from the appbridge.local.servicehost process. It might take up to a minute.

   13. If you get a nonspecific system-generated error or a request from Google Workspace support, collect the Google Workspace Migrate logs and reports to correlate the timestamps. For the steps, go to Download the transaction logs.
5. When you have the information ready, follow the steps in Contact Google Workspace support.

Resolution times

We might route your issue to a specialized team for further investigation. Resolution times vary, depending on the complexity of your issue and the availability of troubleshooting data.

Support for third-party tools

• If you're using a third-party tool, you can create a Workspace support case if the issue relates to a Google API. These cases are assigned to a team that supports the related Google API.
• In support cases for third-party tools, the Workspace support team might verify that a Google API caused the issue, refer the case to the appropriate API team, and provide you with information about Workspace support capabilities.

Related topics

• Interpret Google Workspace Migrate error messages
• Troubleshoot an Exchange connection
• Troubleshoot a Google Workspace to Google Workspace connection

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