Before you contact support: Gather key information

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 Start Runand enter cmd.

• macOS—Go to Finder Applications Utilities Terminal.
• Linux—Run the commands from the shell.

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

• 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.

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

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

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

• Troubleshoot Google Workspace Migrate
• Contact support for Google Workspace Migrate issues

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 .

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. Run a test with the user availability lookup tester. Check the error summary for troubleshooting information. For details, go to Check availability using the tester .
3. Include the error summary in the support case.
4. Verify that Calendar Interop is available.
   1. Sign in with an administrator account to the Google Admin console.

      If you aren’t using an administrator account, you can’t access the Admin console.

   2. Go to Menu  Apps > Google Workspace > Calendar .

      Requires having the Calendar > Settings administrator privilege .

   3. Click Calendar Interop management.
   4. Click Exchange availability in Calendarand check the Allow Google Calendar to display Exchange users availabilitybox.

If you can't see an Exchange user's availability, take these actions:

1. Make sure the Exchange user doesn't have Google Calendar turned on and isn't using a consumer Gmail account. 
2. Get a HAR capture of the Calendar issues. For details, go to HAR Analyzer .

If you can’t see a Google Calendar user's availability, take these actions:

1. As an administrator, run PowerShell.
2. 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 .

3. Provide the output in the support case.

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?

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 contact 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 contact 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 a custom URL.
• List of apps affected by the issue.
• If the issue affects new connections, existing connections, or both.
• 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, go to Before you call Chrome Enterprise support .

Before you contact support

Try to resolve the issue by following the steps in  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 (ChromeOS only)
• If default gateway is reachable (ChromeOS only)

Before you contact support

1. If the issue affects a Google app, try uninstalling and reinstalling the app to see if it resolves the issue.
2. Make sure the configured user and server settings on the client app are correct.

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 browser on a computer
• 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
• 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.
• If using Google Sync, make sure the  Allow work data to sync via ActiveSync box is checked in the Admin console
  To check this setting:
  1. Sign in with an administrator account to the Google Admin console.

     If you aren’t using an administrator account, you can’t access the Admin console.

  2. Go toMenu  Devices > Mobile & endpoints > Settings > Universal .

     Requires having the Mobile Device Management administrator privilege.

  3. Go to  Data Access Google Syncand click Google Sync.
  4. Make sure the  Allow work data to sync via ActiveSync box is checked.

Delivery issues

Webmail and frontend issues

First, clear your browsing data.

1. On your computer, open Chrome browser.
2. At the top, click More More Tools.
3. Click Clear Browsing Data.
4. For  Time range, click the Down arrowand select a time, such as Last houror All time.
5. Click Advancedand check the  Hosted app data 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.
• 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

• 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 for  Network & DNS issues  (above on this page).
• 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 with account access .

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

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

SMTP issues

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

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) in a test message. If that address receives the message, you can use the message ID from that header using Email Log Search in the Admin console. Support logs go back only one week so make sure that the test message is sent within the past five days. For details on getting the header using Email Log Search, go to Find messages with Email Log Search .

General issues

Make sure 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. For the steps, go to Set up Meet for your organization .
• 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 log events to understand users’ video meeting activity. For details, go to Meet log events .

Requested information

If you’re still having issues, 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  What Admins can do before contacting Meet support .

• Summary of the issue
• Steps to reproduce the issue
• Number of students affected
• Affected teachers' email address
• Affected students' email address
• Affected class URL
• Affected classwork URL (assignment, quiz, and so on)
• Whether the issue ever worked correctly
• When the issue last worked as expected

Before you contact support

Make sure your issue is with Cloud Search, and not another Google Cloud or Google search product, such as Google Cloud, Google Search, or Google Search Console, which are out of Google Workspace support scope.

Requested information

Query-related issues—Queries can be at cloudsearch.google.com or using the Cloud Search Query API . Some typical issues:

• You're unable to find an indexed document.
• A query doesn't return expected documents or doesn't return them in the order you expect. For example, when searching for documents containing the terms “business results FY2022”, the results:
  • Don't contain the terms "business", "results", or "FY2022".
  • Rank a document that contains the query terms lower than you expect.
• The Query API returns a 4xx or 5xx HTTP status code,or a 200 HTTP status code with "Failed to process the query" in the response body.

For query issues, provide the following information to support:

• Email addresses of impacted users. Provide both the address of the Google user account used to execute the query and the address of the indexing service account.
• A description of expected versus actual results.
• If using the Query API, provide the Request JSON and Response JSON.
• For queries at cloudsearch.google.com, provide the full URL used, including URL parameters.

If searching Google Workspace products, such as Docs, Sheets, Sites, or Gmail, provide this additional information:

• The query used in the search.
• The following information for each product:
  • Gmail—Full headers
  • Docs/Sheets/Slides—Item URL
  • Sites—Site homepage URL
  • Calendar—Event URL or event ID

Also, if the product has its own search feature, such as Search in Gmail, try the query using the in-product search and compare the result to Cloud Search.

Connector-related issues—Here are some typical Cloud Search connector issues and the information you should provide to support:

How to enable logging:

• For Google sample connectors, refer to the connector's documentation. For example, here's how to enable logging for the Microsoft SharePoint Online connector . 
• For connectors built using the Cloud Search Connector SDK, add the following line to the logging.properties file:

  com.google.api.client.http.level = FINE

• For custom connectors, you can enable logging using these tools:
  • HTTPS proxy
  • Java: HttpURLConnection
  • Python: httplib2
  • Go: GODEBUG=httpdebug=1
  • NodeJS: Use inspect method from util on the request/response.

For custom connectors, support can only investigate the behavior of the Cloud Search Connector SDK (if used) and the Cloud Search API (HTTP request and response) and provide general guidance. We can't review custom code or design. Work with your connector developer for issues related to the connector itself or the external content repository.

Before you contact support

Take a moment to review the following checks. They can often help resolve the issue or confirm the necessary details for a support ticket.

Check service status: First, confirm that the necessary services are turned on in your Google Account settings.

Key services include:

• Core Gemini service
• Conversation history
• Smart features (such as Gmail or Docs).

Simplify the prompt: If the issue is with a specific prompt, try simplifying it, and then try again. This helps us determine if the prompt's complexity is the problem, or if there's a system error.

Identify your Gemini version: Note which version or model you are using, as troubleshooting steps can differ. You can typically find this information in the upper-left corner of the gemini.google.com page (for example, Gemini 2.5 Proor 2.5 Flash).

Check for regressions: If this feature was previously working correctly, the issue might be a regression, which is valuable information for the support team.

Isolate the platform: Determine if the issue occurs everywhere, or just on one platform. For example, if Gemini fails on the mobile app, does it also fail on the web version at gemini.google.com?

Requested information

Provide the following information in your support ticket. This data is essential for us to effectively investigate your issue.

User and environment configuration

Is the user's organizational unit (OU) or group turned on for the Gemini service? Are Gemini Alpha/Preview features turned on for the user's account?

Error description and impact

• Error message—Note the full, exact error message. A noncropped screenshot that includes the browser's URL bar is ideal.
• Impact—How many users are affected? How frequently does the issue occur? How significantly is this impacting your workflow?
• Regression—If this feature was previously working, describe the regression.

Platform and feature details

• If an issue is occurring on the Gemini mobile app, provide the:
  • App version.
  • Operating system (OS) version, such as iOS 17.5 or Android 14.
  • Device mode, such as iPhone 15 Pro or Pixel 8.
• If the issue is with a Gem, provide:
  • The full instruction set for the Gem.
  • Details about any uploaded source files (such as file type or size).
  • Supporting evidence (crucial for troubleshooting).
• A full screen recording of the issue is strongly recommended.
• Provide all relevant URLs:
  • Chat history link—The specific Gemini chat where the error occurred.
  • Public share link—g.co/gemini/share/...
  • Gem link—gemini.google.com/gem/...
  • App link—gemini.google.com/app/...