Google Meet Troubleshooting Playbook - Basic Troubleshooting

[brianhu]

Fundamental requirements

• Check that the affected user's system meets the Google Meet requirements.
• Check that the affected user's network meets the Google Meet network requirements.
• Bandwidth test: M-Lab
• Check that the user can pass Meet self-check.

Basic checks

Users won’t necessarily have issues if they don’t meet the following criteria. However, in case a problem occurs, to narrow down the issue, we will need the affected users to do the following checks.

• On web:
• Use the latest version of a supported browser
• The machine doesn’t have outstanding CPU and/or memory load (check Activity Monitor on macOS or Task Manager on Windows)
• Quit all programs, including those running in the background, except the browser
• If some programs must run in the background, make sure they don’t interfere with the camera, the microphone, and/or the network.
• If this resolves the issue, reach out to the vendor of the program that's causing Meet issues.
• Is the issue reproducible with a fresh browser profile?
• How to create a fresh Chrome profile
• Make sure that no admin-installed browser extensions get auto-added to the new profile. If any do get added, make sure they aren't allowed to change meet.google.com pages.
• If the issue doesn’t persist under a fresh browser profile, either some extension(s) or some browser settings were the cause. Please identify and disable them. Google can't support third-party browser extensions that interfere with Google services.
• Is the issue reproducible with a different network?
• If not reproducible with a different network, it’s a problem on the affected network. Please work with your ISP or your network administrator to identify the problem.
• (if applicable) Does the issue happen on the mobile app?
• If the issue also happens on the mobile app, it’s likely to be a Meet backend issue. Please let us know when filing a case.
• On mobile:
• Use the latest version of the Meet app
• Quit all apps / services except the Meet app
• If some apps / services must run in the background, make sure they don’t interfere with the camera, the microphone, and the network.
• Is the issue reproducible on another device?
• If not reproducible on another device, it could be either a hardware problem or a Meet software problem on that specific device. Please share the hardware details with us: device model, OS version, etc.
• Is the issue reproducible with a different network?
• If not reproducible with a different network, it’s a problem on the affected network. Please identify the problem. Google Workspace Support can't assist with resolving issues on customer networks.
• (if applicable) Does the issue happen on web?
• If the issue also happens on web, it’s likely to be a Meet backend issue. Please let us know when filing a case.