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.

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 selected

Approve Nutshell data access in your Google Admin console

Any time there is a new requirement for data access (e.g., contact importing) we need an administrator from your Google 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 Google Workspace Marketplace apps
4. Click on Nutshell CRM in the list of Domain Install Google Workspace Marketplace apps
5. Under Data Access, click Grant 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• Error refreshing the 0Auth2 token, message: ' { "error" : "invalid_grant" , "error_description" : "Token has been revoked."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 Google administrator to do this.

1. Go to admin.google.com
2. Click Security, then API Controls
3. Under App Access Control, click Manage Third-Party App Access
4. Locate Nutshell CRM in your list of apps, click on it, and make sure that access configuration is not "Blocked: Can't access any Google services"

Wrong email address was used for access

For certain data requests to Google, Nutshell must supply an email address for the target user. This email address must be the primary email that Google 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 Google 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.