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Question 52 - Professional Google Workspace Administrator discussion

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A user has traveled overseas for an extended trip to meet with several vendors. The user has reported that important draft emails have not been saved in Gmail, which is affecting their productivity. They have been constantly moving between hotels, vendor offices, and airport lounges.

You have been tasked with troubleshooting the issue remotely. Your first priority is diagnosing and preventing this from happening again, and your second priority is recovering the drafts if possible. Due to time zone differences, and the user's busy meeting schedule, you have only been able to arrange a brief Hangouts Meet with the user to gather any required troubleshooting inputs.

What two actions should be taken on this call with the user? (Choose two.)

A.
Ask the user to send an email to you so you can check the headers.
Answers
A.
Ask the user to send an email to you so you can check the headers.
B.
Record a HAR file of the user composing a new email.
Answers
B.
Record a HAR file of the user composing a new email.
C.
Take screenshots of the user's screen when composing an email.
Answers
C.
Take screenshots of the user's screen when composing an email.
D.
Use the Email log search in the Admin panel.
Answers
D.
Use the Email log search in the Admin panel.
E.
Check the Users > App Users Activity report.
Answers
E.
Check the Users > App Users Activity report.
Suggested answer: B, C

Explanation:

Recording a HAR file (B):

HAR (HTTP Archive) files contain a detailed log of web browser's interaction with a site. Recording a HAR file while the user is composing a new email will provide detailed information about any network issues, errors, or delays in the communication between the user's browser and Gmail servers. This can help diagnose connectivity issues, session timeouts, or any other underlying problems that may prevent drafts from being saved.

Taking Screenshots (C):

Taking screenshots of the user's screen while composing an email can help visually capture any error messages, unusual behavior, or interface issues that the user might be experiencing. Screenshots provide a clear view of the user's environment, including the browser settings, extensions, and any prompts or notifications that appear during the email composition process.

Detailed Steps:

Recording a HAR File:

Instruct the user on how to open the Developer Tools in their browser (usually by pressing F12 or right-clicking on the page and selecting 'Inspect').

Navigate to the Network tab within Developer Tools.

Ensure the 'Preserve log' option is checked to retain the recorded log across different pages.

Start recording the HAR file before the user starts composing a new email.

After reproducing the issue, stop the recording and save the HAR file.

Have the user send the HAR file to you for analysis.

Taking Screenshots:

Guide the user on taking screenshots while they are composing a new email.

Ensure they capture key steps, including opening the compose window, typing the email, and any errors or unusual behavior that occurs.

The user can take multiple screenshots if necessary to provide a comprehensive view of the issue.

Ask the user to share these screenshots with you for further investigation.

Why the Other Options Are Less Effective:

A . Ask the user to send an email to you so you can check the headers:

This does not directly help diagnose why drafts are not being saved, as email headers mainly provide information about the routing and delivery of sent emails, not drafts.

D . Use the Email log search in the Admin panel:

Email log search is useful for tracking sent and received emails but does not provide insights into drafts or unsaved work.

E . Check the Users > App Users Activity report:

This report shows user activity but may not give specific details about the draft-saving process or connectivity issues faced during email composition.

Google Workspace Admin Help: Analyze connectivity issues using HAR files

Google Chrome DevTools: Network Analysis

Google Workspace Admin Help: User reports in the Admin console

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asked 18/09/2024
David Washington
32 questions
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