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Troubleshooting

Common issues and solutions for {ORG_NAME} Google Workspace

Login Issues

Forgot Password

  1. Go to accounts.google.com/signin/recovery
  2. Enter your email: your-name@{DOMAIN}
  3. Answer recovery questions or use recovery email/phone
  4. Reset password
  5. Try logging in again

Account Locked

After 5 failed login attempts, your account locks for 30 minutes.

Solution: Wait 30 minutes, then try again with correct password.

Stuck? Contact {ADMIN_EMAIL}

Can't Access on New Device

If you usually get a security prompt: 1. Check your email for confirmation 2. Click "Yes, that's me" in the email 3. Or use a backup code from your 2FA setup

Password Expired

Password expires every {PASSWORD_EXPIRY_DAYS} days.

  1. Go to myaccount.google.com
  2. Click "Password"
  3. Enter current password
  4. Enter new password (minimum {MIN_PASSWORD_LENGTH} characters)
  5. Click "Change password"

Email Issues

Can't Send Email

Check: 1. Are you connected to internet? 2. Have you logged in? 3. Is your account suspended?

Solutions: 

- Refresh the page (Ctrl+R)
- Clear browser cache (Ctrl+Shift+Delete)
- Try incognito mode
- Try different browser

Missing Emails

Check: 1. Look in "All Mail" or individual folders 2. Check Spam/Trash 3. Verify sender's email address

Search: 1. Use search bar at top 2. Search for sender name or subject 3. Filter by date

Restore from Trash: 1. Go to Trash 2. Select email 3. Click "Move to Inbox"

Email Not Receiving

  1. Check spam filter: Settings → Filters and Blocked Addresses
  2. Verify email address: Is sender using correct address?
  3. Check quota: Are you over storage limit?
  4. Contact {SUPPORT_EMAIL} if unresolved

Storage Issues

"Storage Quota Exceeded"

You've used all your Drive storage.

Solutions: 1. Delete large files you don't need 2. Empty Trash (stores deleted files for 30 days) 3. Request quota increase from {ADMIN_EMAIL}

Check storage: Go to myaccount.google.com/storage

Shared Drive Issues

Can't See a Shared Drive

Check: 1. Are you a member of the access group? 2. Go to drive.google.com 3. Look under "Shared drives" 4. Refresh page (Ctrl+R)

Solution: Ask the drive owner to add you to the access group.

Can't Edit Files in Shared Drive

Check: 1. Do you have Editor role (not just Viewer)? 2. Is the file locked by someone else?

Solution: Ask the drive owner to increase your permission level.

Shared Drive Not Showing New Files

Try: 1. Refresh page 2. Close and reopen Google Drive 3. Clear browser cache 4. Try different browser

Group Issues

Not Receiving Group Emails

Check: 1. Are you a member of the group? 2. Is the group email address spelled correctly? 3. Check email filters (not blocking group)

Verify membership: Go to groups.google.com

Solution: Ask group owner to add you.

Can't Post to Group

Check: 1. Are you a member? 2. Does the group allow posts from members?

Settings: Ask group owner to check posting permissions.

2FA Issues

Lost Your Phone (2FA)

  1. Go to myaccount.google.com/security
  2. Click "2-Step Verification"
  3. Look for "Backup codes" section
  4. Use one of your 10 backup codes

Used all codes? Contact {ADMIN_EMAIL} for account recovery.

Not Getting 2FA Codes

Check: 1. Is phone connected to internet? 2. Are you in airplane mode? 3. Try waiting 1-2 minutes for SMS

Solutions: 1. Use backup codes instead 2. Use authenticator app if set up 3. Contact {ADMIN_EMAIL} if still stuck

Browser Issues

"Sign-in blocked" notification

Usually means unusual location or new device.

  1. Click "Check activity" in notification
  2. Click "Yes, that was me"
  3. Try signing in again

Can't Upload Large Files

Check: 1. File size limit: 5TB per file 2. Is your storage full? 3. Is your internet connection stable?

Solutions: 1. Break file into smaller parts 2. Try wired internet 3. Try uploading from drive.google.com instead of app

Mobile App Issues

App Won't Open

  1. Update app to latest version
  2. Force close the app
  3. Restart your device
  4. Reinstall the app

Slow Performance

  1. Clear app cache:
  2. Android: Settings → Apps → Google (app) → Storage → Clear cache

  3. iPhone: Settings → [App name] → Offload app → Reinstall

  4. Reduce sync frequency in app settings

  5. Check internet speed

Common Error Messages

Error Meaning Solution
Invalid username or password Wrong credentials Double-check email and password
Account disabled Account suspended Contact {ADMIN_EMAIL}
Quota exceeded Storage full Delete files or request increase
Resource not found File/group deleted Ask owner if it exists
Permission denied No access Request access from owner

When All Else Fails

Contact Support: - Email: {SUPPORT_EMAIL} - Admin: {ADMIN_EMAIL} ({ADMIN_PHONE})

Include in your request: 1. What you were trying to do 2. What happened (exact error message if available) 3. When it started happening 4. What you've already tried

Resources

Still stuck? We're here to help! Contact {SUPPORT_EMAIL}