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Known issues

Below are known issues with the G Suite deployment. Where possible, solutions or workarounds are displayed. This list will be updated on an ongoing basis.

Issue Description Fix/Resolution
Chrome not installed Google Chrome not found under "All Programs" Contact the VCCC, (866) 637-8482, to have it installed.
Chrome extensions disabled Unable to add an extension to Chrome Contact your agency information security officer (ISO) to request extensions. See the list of "Approved Chrome extensions"
Chrome certificate error     Chrome gives error stating the connection is not private and does not allow the user to progress any further. If you are not on the network, connect via virtual private network (VPN) or use Internet Explorer to access Google. Then select Gmail and log in.

If you are connected to the network, restart your device.
Email not being delivered to my inbox If Chrome is left inactive, messages might not appear to be delivered to your inbox.  Hit the refresh button and new messages will appear.
Public folders When Gmail client was selected public folders was not an identified requirement. Google does not have a solution for public folders. Public folders will be shut down on April 30. It is encouraged that shared calendars, shared mailboxes or groups be created and used as an alternative to public folders. See chart of options for transitioning public folder data.
Virtru scanning capabilities Virtru only scans .txt and .pdf files. Excel, Word and other attachments are not scanned. VITA is researching this issue. Resolution is pending.
Removing contacts Some contacts are duplicated; some are not functional. There is a manual way to remove contacts. See "Removing contacts"
User name display The name that shows up on Gmail is the legal name pulled from PMIS. This is sometimes not the desired display name. See "Change user display name"
Some functions not working in Chrome At this time Chrome is configured as an email client, not a browser. Use Internet Explorer as the browser.
For agencies that use Chrome for their applications, extensions will need to receive an exception from the agency ISO and VITA security.  
Error message when trying to use Google Meet Since the camera and microphone are disabled in Chrome, when a user tries to share the screen, they receive an error message stating that they are not allowed to enter the video call. Dismiss the error message. You will be able to share your screen but will not have audio or video functions.
Mail delivery issues The following addresses will result in a delivery failure. Always use the xxx@agency.virginia.gov address.  
Multiple sign-ins required Users are asked to sign in to Gmail after signing in to their personal computers Use the Okta dashboard for single sign-on.
"Approval pending" message received when attempting to load Google mobile device management (MDM) All current AirWatch users will have access to MDM after migration. All new users will need to have the box on the COV Network Account Request form for MDM checked to receive access to MDM.  Some new users may receive the "approval pending" message. If you receive that message, wait three hours before trying again.  If you receive the same message, contact the VCCC and ask them to create a ticket and route it to the Tempus Nova queue.
Delivery failure notice During the transition to G Suite (Gmail and calendaring) the weekend of March 23-26, you may send an email and get a "delivery failure" notice. This is not a true "delivery failure." Your original email will be delivered. The transition may cause a second email to be created with the agency name before the "@" symbol and a "g" after the "@" symbol, for example first.last.agency@g.virginia.gov. This second email is resulting in the "delivery failure" notice. Creation of this second email will be eliminated once transition is complete.
Some members of a distribution list are not receiving email Tempups Nova is working with Google to find a broad resolution for this issue. In the meantime, we are able to manually clean up a list that is not delivering correctly.  To determine if your list is affected, click on the name of the list in Google Groups. On the right side of the page, click "Members" and if says "joined 12/31/1969" for any members, then please submit a ticket to the VCCC with the name of the distribution lists/groups.
Cannot open hyperlinks on mobile device Android users are not able to launch hyperlinks or copy and paste the links into a browser. Due to policy settings with Google mobile device management on Android devices, users cannot launch hyperlinks or copy and paste from the work profile to the personal space. These settings, however, do not apply to iOS devices.
Using the Virtru mobile app does not work You cannot have the Virtru mobile app and Google MDM on your phone. If you receive encrypted email, you are presented with the option to choose to open it with your Google account or a web browser. Choose web browser. This will enable you to read and reply using Virtru.    
Message in email indicating that virus scanners are temporarily unavailable This is generally caused by connection issues. Close and then re-open the message. If the message persists, call the VCCC.