Troubleshooting email and calendar import errors
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Troubleshooting email and calendar import errors


Article summary

If email and calendar data is not being imported for all team members, this will be shown by a red or yellow microphone in the Team members settings page. This may occur on both user-by-user connections and company-wide connections.

What the icon colors mean

Yellow icon

The yellow icon indicates that either there is a problem with importing the data, or that the activity has not been configured correctly and data is not being imported. Examples of when this may occur are:

  • The team member has recording enabled, but isn't assigned the required seat.

  • The company has a user-by-user connection to Google Workspace which may no longer exist or permissions weren't conifgured correctly.

  • The user has enabled importing non-recorded meetings but the company hasn't (calendar icon will be yellow).

  • The team member has enabled calendar import but the company hasn't (calendar icon will be yellow).

  • The integration with your email provider hasn’t been set up, either by the company in a company-wide connection, or by the team member when the connection is set up user by user

  • Gong isn’t authorized to access emails

Red icon

This may indicate that there is a connectivity problem, or that there is an error which requires you to contact Gong support to identify and fix the problem.

Possible solutions

Check that team members have data capture configured to import the relevant data, and that they have the correct seat assigned in their profile.

We’ve identified a number of reasons why your emails and meetings might not be importing correctly and we display warning in the Team members page alerting you why data isn't being imported.

This table lists the errors displayed and how you can fix it. Note that this list doesn't cover every scenario and if after making sure your company settings are configured properly there is still a problem with importing data, contact Gong support.

Error message in Team member page

Icon color

How to resolve the error

No emails or calls are imported to Gong because you have not connected Gong to your email & calendar provider

Yellow

Set up the connection to Office 365 or Google workspace

Emails aren’t imported to Gong because you haven’t authorized Gong to access your emails in [provider].

Yellow

Set the Import settings in the provider settings page. For Google workspace, see Define connection import settings

For Outlook 365, see Define connection import settings

[#] team members aren’t importing their data to Gong as they have not connected Gong to [provider]

Yellow

This happens when connecting user-by-user rather than company-wide. Your team members have not connected their email to Gong.

Send them an email reminding them to connect.

Note

This can also be prevented by setting up the company-wide connection.

No emails or calls are imported to Gong because you have not given permission on the [provider] page in your company settings.

Yellow

Set the Import settings in the provider settings page. For Google workspace, see Define connection import settings

For Outlook 365, see Define connection import settings

X team members' email or calendar data is not being imported due to a technical problem.

Red

This could be due to permissions set in your provider. If you are using Google workspace: 

  1. Check if permissions are given to users in a specific Google workspace organizational unit (OU) or group. 

  2. Check if users with a red icon are included in the OU or not. 

  3. Make sure users with a red icon have the same permissions as users in the OU. 

This must be done in the Gong.io app settings in Google by someone with admin permissions.

If this does not resolve the problem contact Gong support.


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