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Virtru's G Suite Marketplace app allows admins to sync their G Suite 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. 

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Troubleshooting Installation Issues
Troubleshooting Domain Refresh Failures

Troubleshooting Installation Issues

If your initial G Suite 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 G Suite app. Some G Suite 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.
• The sync may also appear to fail or stall if you attempt to sync at the same time that other large domains are attempting to do the same. If your sync appears to run indefinitely and you've confirmed the above items are configured correctly, please return to the Control Center in a few hours and check the "Domain last synced" time on the Users & Groups tab.

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 G Suite 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 admin.google.com and select Apps. 
  2. Select Marketplace Apps, then Virtru Data Protection for G Suite. 
  3. Make sure that Distribution is "Enabled for all organizational units" and that Data Access is "Status:Granted".
     
     
     
  4. Once confirmed, scroll down to the Settings section and select Go to Virtru Data Protection for G Suite for setup under the "Additional settings" subsection header to attempt a new refresh.
      

Finally, as mentioned in the previous section, the sync may also appear to fail or stall if you attempt to sync at the same time that other large domains are attempting to do the same. If your sync appears to run indefinitely and you've confirmed the above items are configured correctly, please return to the Control Center in a few hours and check the "Domain last synced" time on the Users & Groups tab. 

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