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Virtru's Google Workspace (formerly G Suite) Marketplace app allows admins to sync Google Workspace with Virtru. Occasionally, issues can arise while installing the marketplace app or refreshing the sync. This article will walk you through steps you can take to troubleshoot and resolve the problem.

Troubleshooting Installation Issues

If your initial Google Workspace domain sync doesn't complete while installing the marketplace app, there are a few items to check:

Ensure you are not logged into multiple Google accounts within the same browser instance. If you are, open an Incognito Window (or Private Browsing), then attempt the sync process again in that environment.
Validate that Contact and Directory information has been made available to APIs.
Check if you are running another privacy or security-related Google Workspace app. Some Google Workspace apps - Privacy Badger for example - can disable API access to the domain, even if you've enabled access. Any apps blocking API access to your domain will need to be temporarily disabled to complete the sync.

Note: larger orgs will take longer to complete syncs, varying from minutes (few thousand user attributes) to even hours (hundreds of thousands of user attributes).

If none of the above steps resolve the issue, please contact Virtru Customer Support.

Troubleshooting Domain Refresh Failures

If you've previously synced your domain and are now unable to refresh your domain's information with Virtru, check these items:

Verify you are still a Super Administrator of your Google Workspace domain. Only Super Admins can perform a refresh; if you've been downgraded, the refresh will fail. You can check your status at admin.google.com.
Confirm the Virtru app still has Data Access to your domain and that Virtru is "ON for everyone". You can check and modify these settings following the steps below:
1. Log into the Google Admin center, and navigate to Apps > Google Workspace Marketplace apps > Apps list
2. Select Virtru Data Protection for Google Workspace™ and make sure Data Access is "Granted." If not, Grant access
3. Click View organizational units and groups to confirm User Access
4. In App Distribution, make sure it is ON for everyone (SAVE if you make a change)
5. Once confirmed, head back to the main Virtru Data Protection for Google Workspace™ configuration screen, scroll down, and select Go to Virtru Data Protection for Google Workspace™ for setup under the "Additional settings" subsection header. This will kick off a fresh sync attempt