Troubleshooting data import (Google Workspace and Microsoft)Follow
If data (email and calendar) is not being imported for all team members, the issue 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.
This indicates that the data is not importing. This may occur when:
The user has recording enabled, but isn't assigned the required seat.
The company has a user-by-user connection to Google Workspace. Google requires a manual re-authentication every 3 to 6 months, and doing this may solve the problem. To avoid this situation, we suggest switching to a company-wide connection so that we can auto-renew tokens.
The user has enabled importing non-recorded meetings but the company hasn't (calendar icon will be yellow).
The user has enabled calendar import but the company hasn't (calendar icon will be yellow).
This indicates that there is an error in the data import. This may occur when:
This indicates that there is an error in the data import, and may occur due to permissions/settings in the user's Google Workspace/Microsoft account. We suggest checking if users are all in the same user group (OU), and by comparing users with red icons to users with green ones who are under the same manager.
If everyone on the team has a red microphone icon
If everyone on your team has a red microphone icon, it's likely that there's an issue in the set up. Check this article against your existing settings to make sure that the connection to Google Workspace was configured correctly.
If only some people on the team have a red microphone icon
If only some people on your team have a red microphone, it's likely that you initially set up the connection (and gave access to) particular Google Workspace organizational units (OUs) or groups, and have since added new team members that are outside these units/groups.
If you need to set up recording for a group of people, we recommend that you use OUs and not groups.
This may mean that the admin user doesn't have the necessary access permissions to facilitate recording.
Steps to resolve
Navigate to the Gong.io app settings in Google marketplace app management portal: https://admin.google.com/ac/settings/serviceonoff?aid=465092758304
Check the permissions that are applied per OUs (and not groups), and update the settings for people in that are in OUs or groups with the red microphone so they match the settings for people with the green microphone.