Introduction
This article provides helpful troubleshooting, and steps to gather useful information you can provide when raising a request to help rule out possible causes of your issue.
1. Troubleshooting
Does the issue occur in Incognito/Guest browser?
Incognito Instructions: https://support.google.com/chrome/answer/95464
Guest Browser Instructions: https://support.google.com/chrome/answer/6130773
If the issue doesn't occur in incognito/guest browser, try the below:
Try clearing browser cookies and see if this resolves your issue.
Go to chrome://settings/
Step 1: Scroll down and click advanced
Step 2: Go down to Clear Browsing Data - Click
Step 3: Select Cookies and Cached images and files - click clear browsing data
If clearing cache and cookies does not resolve the issue try to remove all extensions and see if this resolves your issue:
Go to chrome://extensions/
Step 1: Turn the slider to the right for Developer Mode top right
Step 2: Turn off all extensions
1. Information Gathering
Applications with Account Access
Please take screenshots of the page at:
https://myaccount.google.com/permissions
Chrome Version Check
Go to the following address and print as PDF:
chrome://version/
Network Diagnostics
This can be gathered by going to:
https://toolbox.googleapps.com/apps/browserinfo/
Please send screenshots.
Collect Header (Only for Email Issues)
Email Header
You can download an email header by doing the following:
Step 1: Click on the email in Gmail
Step 2: Click on the 3 dots to the right of the email
Step 3: Click "Download message"
Event Information (Only for Calendar Issues)
To get the Calendar Event ID follow the instruction in the link below or follow the steps:
Step 1: Go to the https://www.google.com/calendar/render?gsessionid=OK&eventdeb=1
Step 2: Open the affected event
Step 3: Select the drop down menu 'More Actions'.
Step 4: Click on the 'Troubleshooting Info'.