Troubleshooting email and calendar import errors

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

Icons representing data capture status including video, phone, calendar, and email.

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

The table below lists the possible warnings, their meaning, and how to fix them. This list does not cover every scenario. If your company and team member settings are correct and the problem persists, 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: Check if permissions are given to users in a specific Google workspace organizational unit (OU) or group. Check if users with a red icon are included in the OU or not. 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.