Troubleshooting the Google integrations: Common problems and solutions

Did you receive an error when you tried to connect Nutshell to your Gmail or G Suite account? Follow these troubleshooting tips.

Nutshell follows strict communication standards to talk to Google for your data. Sometimes things don't work out when trying to access your data and the result is an error message. There are a few things you can do to make sure the Nutshell + G Suite connection is correctly configured.

Approve Nutshell data access in your G Suite control panel

Any time there is a new requirement for data access (e.g., contact importing) we need an administrator from your G Suite domain to authorize access.

Common errors 

• Requested client not authorized
• Authentication failed

Steps:

Note: You must be a G Suite administrator to do this.

1. Go to Gmail and click the Gear icon on the top right and click "Manage this domain" or go to admin.google.com
2. Click the Apps icon
3. Click Marketplace apps
4. Click Data access
5. Click Grant data access

If you see that the access is already granted, try revoking then re-granting access.

Learn more: "Google Apps: Change the settings for an app"

Enable API Access

Common errors

• Administrator setup required
• Error refreshing the 0Auth2 token, message: ' { "error" : "invalid_grant" , "error_description" : "Token has been revoked." } ' 
• There was a sync error while updating the activity on your Google Calendar. Please check that you have granted it the proper permissions.

Steps:

Note: You must be a G Suite administrator to do this.

1. Go to Gmail and click the Gear icon on the top right and click "Manage this domain" or go to admin.google.com
2. Click Security
3. Click API reference
4. Check the box next to "Enable API access"
5. Click "Save changes"

Enable IMAP in General Settings

Steps:

1. Go to Gmail and click the Gear icon on the top right and click, Settings.
2. Click Forwarding and POP/IMAP
3. Make sure Enable IMAP is checked off 

Wrong email address was used for access

For certain data requests to G Suite, Nutshell must supply an email address for the target user. This email address must be the primary email that G Suite uses to identify the user. When this is the case, there will be a list of emails on your account to select from, you should select the email address you use to log into your G Suite account.

Network error

These temporary issues between our servers and Google usually work themselves out on their own. Nothing wrong with waiting a minute or two and trying again.