Before you call support: Gather key information

Google uses the data and information you provide to troubleshoot the issue you’re reporting.

For privacy reasons, our support agents don’t have access to any user views that show user-generated content, so we can’t review 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 confirm the error or behavior as your users experience it. The exact error messages let us 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.

If a user experiences a delay in loading a website such as mail.google.com, ask them to run the following commands and provide the outputs. To run the commands on:

• Windows—Go to StartRun and enter cmd.
• macOS—Go to FinderApplicationsUtilitiesTerminal.
• Linux—Run the commands from the shell.

Windows	macOS/Linux
nslookup mail.google.com	nslookup mail.google.com
nslookup mail.yahoo.com	nslookup mail.yahoo.com
nslookup gmail.com	nslookup gmail.com
ping -s 3 mail.google.com	ping -c 3 mail.google.com
ping mail.yahoo.com (stop after 3 results)	ping -c 3 mail.yahoo.com
ping -s 3 gmail.com	ping -c 3 gmail.com
tracert mail.google.com	traceroute mail.google.com
tracert mail.yahoo.com	traceroute mail.yahoo.com
tracert gmail.com	traceroute gmail.com
ipconfig /all	ifconfig -a

Also, ask the user to open a web browser and provide the external IP information from https://www.google.com/search?q=what%27s+my+ip.

If a user receives a server error message when trying to use a website or app, ask them to try a few times and wait a few minutes (up to an hour) to see if the error goes away. Most apps automatically recover after a few server errors, but it might take several minutes.

If you still need to contact support, provide the following information:

• Whether waiting and trying again helped resolve the issue
• How long the issue has persisted

Before you contact support

• In Chrome browser, can you reproduce the problem:
  • In an Incognito window?
  • From multiple user accounts or only one?
• If a message wasn’t deleted by a retention rule:
  • Has it been at least 48 hours since the retention period expired?
  • Does the message have another retention rule or hold applied to it?

Requested information

• Your domain name
• Vault audit report
• If applicable, message IDs for affected messages

If you experience an issue, first try the steps recommended here, if applicable. If you need to file a support case, include the requested information.

Issue	Steps to take & requested information
General issues	First, see if clearing the browser’s cache and cookies resolves the issue. If it doesn’t, provide this information: URL of the affected site Function or aspect of the page that’s not working
Page content, gadgets, and sharing	Provide this information: Affected content inserted into the site How this content was added to the site—for example, document by URL Name of the gadget Screenshot of current sharing settings

• URL
• Encoding
• Frame rate or bit rate
• Resolution

Troubleshooting

1. Try to resolve your issue by reviewing the information in Troubleshoot Calendar Interop issues .

   If this doesn’t work, go to the next step.

2. Get availability information for a Microsoft Exchange user and a Google user.
   1. Run the User availability lookup tester. For details, go to Calendar Interop Tools.
   2. Review the results and any errors. For details, go to Calendar Interop error messages.
   3. Download the errors as a CSV file and include the file in the support case.
3. Verify that Calendar Interop is available.
   1. Sign in to your Google Admin console.

      Sign in using your administrator account (does not end in @gmail.com).

   2. From the Admin console Home page, go to AppsGoogle Workspace Calendar.
   3. Click Calendar Interop management.
   4. For Interoperability settings, check the Enable Interoperability for Calendar box and click Save.

Google Calendar users checking Exchange user's availability

1. Make sure the Exchange user:
   • Doesn’t have Google Calendar turned on
   • Isn’t using a consumer Gmail account
     For details, go to About conflicting accounts.
2. Get a HAR capture of the Calendar issues. For details, go to HAR Analyzer.

Exchange users checking Google Calendar user's availability

1. From the Exchange Management Shell, run the following command:

   Get-AvailabilityAddressSpace -Identity googleworkspace.domain.com | fl

   Replace googleworkspace.domain.com with the address space you added during the setup process.

2. Provide the output in the support case.

Before you contact support

• Keep the migration running (if possible).
• Check the Data migration service FAQ.
• Follow the troubleshooting steps described under Troubleshoot the data migration service.
• For the data migration service, review the:
  • Error messages
  • Error codes

Submit a case during a migration

During a migration between Google Workspace accounts, when creating a support case:

• Make sure that you’re signed in as an admin on the destination environment.
• Open the case when the issue occurs.

Provide the following information:

• The data you’re trying to migrate (email, calendar, or contact data)
• One example of an item that was unsuccessful at migrating, if applicable
  (Include information such as message ID, event ID, and contact details.)
• The destination environment accounts
  (If multiple accounts are affected, provide at least one example.)
• The source environment accounts
• The source environment server type

• The domain-level migration reports and the error reports
  For details, go to Monitor a migration.

Submit a case when you can’t start a migration

If you can’t begin a migration (for example, there's an “Unable to connect to the source server” error on the Configure data migration service page), provide the following information:

• The exact error message or error condition
• The full URL in the browser address bar where you’re seeing the error
• Legible screenshots showing the full URL and exact error message or error condition
• The details of the source environment server, such as name, port, and type of server

Before you contact support

• Review the information in Troubleshoot GCCHN.
• Verify that you meet the system requirements.

Requested information

• The Domino server version
• The GCCHN version
• Any error messages contained in the Agent and Detailed Event logs
  For details, go to Troubleshoot GCCHN.
  Provide log files as structured text or screenshots.

Before you contact support

Make sure you installed GCRS as described in the installation steps.

Requested information

• Name and email address of the affected resource on both systems
• Event ID of at least one event that didn’t synchronize
• The GCRS log database exported as structured text
  For details, go to Troubleshoot common GCRS issues.

Review the following articles and provide any relevant information when submitting a support case:

• Troubleshoot common GCDS issues
• What GCDS information do I need before contacting support?

Review the following information and provide any relevant details when submitting a support case:

• Troubleshoot Google Workspace Migrate
• Still need help?

Before you contact support

Try resolving the issue first by following the troubleshooting steps for your issue.

Issue	Troubleshooting steps
Installation	Go to the Troubleshooting section of the GWMHN Admin Guide.
No logs present	This issue usually means that the gmail-feeder.ntf template was not correctly signed before the feeders were created. To fix this, using an account with sufficient access permissions, sign in to the: GWMHN database you created Existing feeders 2 templates on the server (gmail-feeder.ntf and gmail-migration.ntf) Note: Expect "agent execution error" messages on the Domino console.
Log documents exist, but users aren’t being processed	Review the log entries for information. Common reasons include: The signer doesn’t have server admin rights to remove quotas from mail files. Users have the out-of-office agent turned on. The signer doesn’t have Designer or above access to the mail databases. The mail server doesn't trust the migration server to access its files.
Can’t migrate any content	Check the firewall and proxy settings that could prevent connections to Google Workspace from the migration server.

Requested information

• Verify the system requirements.
• Provide the Domino server version and GWMHN product version. (We recommend using the latest version of GWMHN when starting the setup process.)
• For errors at the document level, check the Migration Status view in each user's mail file for errors or the status of each document migrated (Migration StatusCalendar/Contacts/Mail) and provide the information.
• For high-level errors, such as errors accessing resources on the Domino server or signing in to Google Workspace, export the GWMHN logs and provide the output. For details, go to Export GWMHN logs.
• Investigate the activity log in the user's profile document and provide the actual logs as structured text or screenshots:
  1. Turn on the recording of migration error details at the site level, so that the system can trap any migration errors in the ExceptionsMigration Exceptions view. (XML output and Google response to HTTP POSTs are logged.)
  2. Turn on detailed migration event logging under the Advanced tab of the relevant site profile. For details, go to the GWMHN Admin Guide.

     The detailed event logging database (gmail-feeder-#-log.nsf) is created for each feeder in the same folder as the GWMHN databases on the migration server.

     Note: Detailed event logging has a detrimental effect on GWMHN performance, so only use it to help resolve a problem.

Provide the following information when submitting a support case:

• The Exchange server version and patch level, if applicable
• Whether an admin account exists on Exchange with Receive As rights to all users’ mailboxes
• The number of affected accounts
• Affected usernames
  Even if all users are affected, provide an example user.
  Make sure that they can log in to Google on the web.
• The GWMME log files
  For details, go to Troubleshoot GWMME.

Before you contact support

Review the information in:

• Troubleshoot a Microsoft Outlook migration
• Solve migration issues with Log Analyzer

Requested information

• Status files. For details, go to Interpret status files
• Trace files. For details, go to Interpret trace files

If GWMMO unexpectedly closes when you're using it, a crash report is sent to Google. For details, go to View your crash reports.

Provide the following information when submitting a support case:

• Messages from the Sync Issues folders in Outlook
• GWSMO trace log files from the client
  For details, go to Where can I find trace log files?
• (Optional) Screenshots of errors

Before you call support

• Make sure you installed the product correctly. For details, go to Set up Password Sync.
• Follow the troubleshooting steps described in Troubleshoot Password Sync.

Requested information

• Download and run the support tool for Password Sync and attach the ZIP file that it creates. This open-source tool from Google gathers all the information required to diagnose issues with Password Sync. Access the tool from this GitHub page.
• If the issue affects specific users, provide an LDAP Data Interchange Format (LDIF) dump for one of them. This dump isn’t necessary for installation issues.

Before you call support

Requested information

• Name and version of the SSO package that you’re using
• How the user accesses their account—https://accounts.google.com/ or the custom URL
• List of apps affected by the issue
• If the issue affects only new connections or existing connections also
• If the user is redirected to the authentication page or SSO fails without redirecting the user
• The results of your Canary channel test, if used
• A HAR capture of the problem
  For details, go to HAR Analyzer.

Gather the required information related to the issue you’re experiencing. For details, to go to Before you call Chrome Enterprise support.

Before you call support

Try to resolve the issue by following the steps in How to troubleshoot Meet Hardware.

Requested information

For hardware issues:

• Device serial number
• Affected component
• If the issue is related to returns or repairs, your shipping details (address, email, phone, and so on)
• For EMEA customers, VAT registration number

For software issues:

• DNS server availability and latency
• DNS cache poisoning or spoofing
• Internet traffic blocks by HTTP captive portal or firewalls
• Network performance and latency to Google websites
• Google Meet service availability
• Wi-Fi network signal strength (Chrome OS only)
• If default gateway is reachable (Chrome OS only)

Before you contact support

• Review the system requirements. For details, go to Jamboard hardware and software overview.
• Provide feedback from the device starting with the case number in the subject line. Add the approximate time when the issue was produced. For details, go to Get device logs for support issues.

Requested information

• Device serial number
• Build fingerprint google/baracus/baracus
• KioskService version code and version name
• JamKiosk version code and version name
• GMS version code and version name

If you need help with finding the information, go to Troubleshoot Jamboard and test components.

Before you contact support

Requested information

• Setup step when the error occurs, if applicable
• Name and version of the Google app, if applicable
• Whether the issue can be reproduced using a computer browser
• Type of network connection
• Whether users can sign in using another method on the device, such as through a web browser or the Gmail app
• If using Google Sync, whether Allow work data to sync via ActiveSync is checked in the Admin console
  To check this setting:
  1. Sign in to your Google Admin console.

     Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Devices.
  3. On the left, click Mobile & endpointsSettingsUniversal settings.
  4. In Data Access, check the Google Sync entry.
• Device and OS version
• Mobile carrier
• Mobile browser version, if applicable
• Logs from the device that’s using the app
  (To get synchronization and debug logs, refer to your device’s documentation.)

General issues

Topic	Steps to try & requested information
Nature of the issue	Is this an issue with: Contacts on the web at contacts.google.com? Selecting a contact on the To line in an email compose window?
Number of contacts	If the user has duplicate contact entries, try merging them to see if this resolves the issue. For details, go to Merge duplicate contacts. If it doesn’t, include this information in your request.
Syncing contacts to clients or devices	If the affected user is syncing their contacts to any clients or devices, try turning off sync to see if this fixes the issue. If it doesn’t, include the clients and devices and how they’re syncing (IMAP, CardDav, and so on).

Delivery issues

Issue	Requested information
All delivery issues	Full message headers from the sender’s affected messages The message headers should be no more than 5 days old. For details, go to Trace an email with its full headers. The full Non-Delivery Receipt (NDR) for any bounce error messages Name and version of the application used to send and retrieve mail (such as Gmail web or Outlook IMAP) List of external IP addresses of message transfer agents (MTAs) that Gmail is not receiving messages from Available server logs from external SMTP server
Spam issues	Full message headers in a .txt or .eml file, retrieved from the Gmail Spam folder of the recipient (never the sender). The message headers should be no more than 5 days old. For details, go to Trace an email with its full headers.
Inbound messages incorrectly classified as spam	Answer the following questions: Is the delivery status in the Email Log Search tool marked Spam and not delivered? For details, go to Interpret Email Log Search results. Does the sending domain have a valid SPF record? For details, go to About SPF. If the messages affected by this issue are internal messages, is the option Bypass spam filters for messages received from internal senders turned on in the Admin console? For details, go to Customize spam filter settings in Google Workspace. If the messages affected by the issue are external messages, are the sending addresses and domains in the list of approved senders in the Admin console? For details, go to Customize spam filter settings in Google Workspace. Is the sending IP address in the allowlist of IP addresses in the Admin console? For details, go to Add IP addresses to allowlists in Gmail. If the receiving domain is forwarding emails to Google Workspace through an inbound gateway, are the IP addresses of the inbound gateway servers added in the Admin console? For details, go to Set up an inbound mail gateway. Are groups involved as recipients? If yes, list the groups.
Inbound messages incorrectly classified as not spam	Answer the following questions: Is the sending IP address in the allowlist in the Admin console? For details, go to Add IP addresses to allowlists in Gmail. Is the delivery status in the Email Log Search tool marked delivered and not marked Spam? For details, go to Interpret Email Log Search results. Is the sender in the personal contacts of the recipient? Are the sending addresses and domains in the list of approved senders in the Admin console? For details, go to Customize spam filter settings in Google Workspace. Are groups involved as recipients? If yes, list the groups.
Outbound messages incorrectly classified as spam	Answer the following questions: Does the sending domain have a valid SPF record that lists all the servers allowed to send messages on behalf of the domain? For details, go to About SPF. Does this issue persist after following the guidelines for sending bulk emails? Review Prevent mail to Gmail users from being blocked or sent to spam.

Webmail and frontend issues

First, clear your browsing data.

1. On your computer, open Chrome.
2. At the top, click More More tools.
3. Click Clear browsing data.
4. At Time range, click the Down arrow and select a time, such as Last hour or All time.
5. At Hosted App Data, check the box.
6. Click Clear data.
7. Restart your browser.

If the issue is not resolved, try the following troubleshooting steps and add the results to your support case:

• Turn off any features in Gmail’s advanced settings.
• Clear the browser’s cookies and cache and restart the browser.
• Check if the issue occurs for a different user signed in on the same device.
• Try using the HTML version of Gmail. For details, go to See Gmail in standard or basic HTML version.
• If the affected user is using a proxy, check if the issue occurs without a proxy.
• Try to reproduce the issue using a different user account on the same computer system.
• On the affected user’s computer, run the test and include the generated results from Google Admin Toolbox Browserinfo.
• Attach a HAR capture of the problem. For details, go to HAR Analyzer.

Slowness or latency in the web interface

Add the results from the following troubleshooting steps and questions to your support case:

• Turn off any features in Gmail’s advanced settings.
• Note the number of separate networks you’re experiencing the issue on.
• While experiencing the reported issue, record a HAR file and add it to your case. For recording instructions for your browser, go to HAR Analyzer.
• Check if the user has more than 500 labels.
• Include the command output information requested under Network and DNS issues.
• On the affected user’s computer, run the test and include the generated results from Google Admin Toolbox Browserinfo.

Missing emails in the web interface

Add the results from the following troubleshooting steps to your support case:

• Search for the missing emails in all folders, including Spam and Trash. In the Gmail search box, enter in:all.
• Check if the user can see the emails with other devices that have accessed their account. For details, see See devices that have used your account.

Email clients (IMAP or POP issue)

First, try restarting the mail client and see if this resolves the issue. If not, provide the following information:

• If the email client is using IMAP or POP, provide screenshots of the configured server information (for example, imap.gmail.com or imap.googlemail.com).
• Check if:
  • The user can use Gmail on the web without issue.
  • Traceroute to service.gmail.com (pop.gmail.com or imap.gmail.com) is successful.
  • A ping test to service.gmail.com (pop.gmail.com or imap.gmail.com) is successful.

Issues with SMTP server, fax, printer, scanner, or copier: Troubleshooting

If you're having sending, receiving, or delivery issues, try these troubleshooting steps.

Issue	Troubleshooting steps
Connecting to Gmail	Make sure that you’re using the correct port for the SMTP service that’s connected to Gmail. For details, go to Send email from a printer, scanner, or app. If you’re using aspmx.l.google.com to connect, you can only send messages to internal users. To send messages to external recipients, use smtp.gmail.com. For details, go to SMTP relay: Route outgoing non-Gmail messages through Google. Check if there's a firewall that’s blocking the connections.
Bounced messages	If the bounced message has a link to a Help Center article, follow the steps in the article. Check past cases in the Google Customer Care Portal for a similar bounce message. For details, go to File & review support cases.
Delivery issues	To find the IP address that the Google Workspace server connected to for delivery, run Email Log Search. For details, go to Track message delivery with Email Log Search. If Email Log Search shows message delivery errors, check if a forwarding rule or content compliance filter is affecting delivery.
Receiving issues	If the user recently migrated and imported many messages, they might have to wait a few days for the migration and import to finish. Check if a third-party client is making too many IMAP requests.

SMTP issues: Requested information

If the SMTP troubleshooting steps above don’t resolve your issue, provide the relevant information with your support case.

Issue	Requested additional information
Sending, receiving, or delivery failure	Screenshot of Email Log Search results Name of the email client Any groups that were recipients Message headers from the last 5 days for the affected messages, including the SMTP message ID, session ID, and the delivery date and time with the local time zone Full non-delivery receipt (NDR) for bounced messages with error messages Message IDs (view below)
Message delays	Screenshot of Email Log Search results Number of messages affected by the issue Any groups that were recipients Message headers from the last 5 days for the affected messages, including the SMTP message ID, session ID, and the delivery date and time with the local time zone

Get a message ID when header information isn't available

Check if the sender is able to copy a third-party address (such as Yahoo, Hotmail, or AOL). If that address receives the message, you can use the message ID from that header using Email Log Search in the Admin console. For details, go to Track message delivery with Email Log Search.

Note: Logs that support uses go back only one week, so make sure the test message was sent within the past 5 days.

Issue	Before you contact support	Requested information
User interface	Clear the browser’s cache and cookies and check if the issue occurs. In Chrome browser, check if the issue occurs in Incognito mode. Turn off any browser extensions and check if the issue occurs. Check if other users are affected by the issue.	Domain name Name of the affected group List of affected group members
Delivery	Was the message moderated? Check if the sender received a bounce-back notification for the message. Did anyone in the group get the message? In your Admin console, use Email Log Search to find the message and identify the status. For details, go to Track message delivery with Email Log Search.	Domain name Name of the affected group List of affected group members Message headers that are no more than 5 days old For details, go to Trace an email with its full headers.

Check whether Chat is turned on in the Admin console. For steps, go to Set up Chat for your organization.

Before you contact support

Follow these steps to try to resolve the problem:

• Make sure Meet is turned on in the Admin console. Go to Overview: Manage Google Meet for your users.
• Troubleshoot issues with Meet, such as problems starting or joining a meeting. For details, go to Fix live stream issues.
• Review the Known issues with Google Meet.
• Use the Meet quality tool to troubleshoot Meet video meetings in real time and identify the root cause of issues. For details, go to Track meeting quality and statistics.
• Use the audit log to understand users’ video meeting activity. For details, go to Google Meet audit log.

Requested information

If you’re still having issues, please provide the following information:

• If Meet is on, indicate where the issue is happening: In the Calendar or Gmail interface, or both.
• Gather and provide the information in How to troubleshoot Meet: Before contacting support.