Troubleshoot your G Suite connection

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This page covers troubleshooting issues related to your G Suite connection.

ProblemHow to troubleshoot
Your users aren’t syncing.

Check your permissions:

  • Make sure you’re an admin on your G Suite account and have the following required admin permissions:
  • Make sure you’re granting all the permissions when connecting G Suite. Syncing won't work if any of the permissions are missed:

After syncing, the email address of a user’s Atlassian account changes.

Because your users must log in with Google and can’t use an email alias, G Suite will look at any email aliases (secondary email) associated with the account in G Suite and update the user's Atlassian account to use this primary email address instead.

The email address of a user’s Atlassian account has +atlassian_conflict attached to it.

Before syncing, the email address of a Google account already linked to an Atlassian account was updated when there’s already another Atlassian account with that email address. To keep both accounts accessible, we change the email address of the non-linked Atlassian account, similar to <username>

Your users can still log in to both accounts:

  • For the Google-linked Atlassian account, they can click Log in with Google.

  • For the account associated with the alias, they can click Can’t log in? from the Atlassian account login screen. We'll send them an email with a magic link that lets you log in to your account instantly.

The full name in a user’s Atlassian account isn’t synced with the full name in the Google profile.

When you connect G Suite, Google's Directory API and the data there, including a user's full name. This data can only be updated by G Suite admins.

However, Google allows G Suite admins to give users the ability to edit their profile (see Google documentation). If the user edits their name from their Google profile, that data isn’t available on the Directory API or the Atlassian G Suite integration.

We recommend not allowing users to edit their name (see Google documentation) to avoid confusion.

Last modified on Feb 16, 2021

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