What Admins can do before contacting Meet support

1. Provide a description of the issue, such as echo, poor video quality, connection issue etc.
2. If possible, isolate the issue:
   • Identify the person who is having the problem, especially in a meeting with multiple participants.
   • Check the network.
   • Check the participant's account settings.

1. Collect the hardware type, such as desktop, laptop or mobile device.
2. If a computer is used, collect the processor type (CPU brand and model).

• Computer—Identify the operating system and browser version (browser info tool).
• Mobile—Identify the app version and platform (Android or Apple iOS).

• Note the email addresses of the affected participants.
• If using Google meeting room hardware in a meeting room, collect the serial number of the hardware and the domain name where it is enrolled.

Collect the date, time, and time zone when the conference took place.

1. Collect network logs using the Chrome Connectivity Diagnostics app. 
2. Verify the network connection by collecting a HAR capture and analyze it using the HAR analyzer tool.
3. Verify peripheral settings and connectivity:
   1. At the top of the page on meet.google.com, .
      After the meeting starts, at the bottom of your Meet meeting window, click More  Settings.
   2. Under Devices, choose the setting you want to change or view for the camera, microphone, and speakers.
   3. You can also verify WebRTC settings using this web-based tool.
4. Check the task manager or activity monitor of the operating system to ensure that the Chrome process is not utilizing the CPU at, or close to, 100%.
5. To test DNS resolution, network latency, and network connection, use the Chrome Connectivity Diagnostics app.

1. Restart Chrome Browser and reproduce the issue.
2. Retrieve the Chrome native logs:
   1. Open a new Chrome Browser tab.
   2. In the address bar, enter chrome://webrtc-logs.
3. Download the logs that match the date and time of the problematic meeting.
   Tip: To download the logs, right-click the link and click save link as, or open link in a new tab.

1. Sign in as an administrator.
2. See Contact Google Workspace support to open a support case.
3. Attach logs, time of issue, and the device serial number.
4. Record the case number for reference.