Egnyte for Google Workspace Integration - Troubleshooting Guide for Known Issues

The article provides troubleshooting for some of the known issues associated with the latest Egnyte for Google Workspace Integration.

Refer to the Configuration or Migration guide for the integration and the recommended practices. 

Checklist to Follow

The following is a checklist to follow before troubleshooting any of the issues associated with the integration:

• Ensure that the Google Workspace plan is Business Standard or above (Shared Drives required)
• A dedicated Google Workspace account has been created for integration (for example; egnyte-integration@domain.com)
  • Account is not an existing Egnyte user
  • Account is a licensed Google Workspace member (not a no-license service account)
  • Account is active (not suspended or deactivated)
• Prevent users from creating Shared Drives policy is disabled in Google Admin Console
• Allow users to create files in Drive setting is enabled in Google Admin Console
• Latest Egnyte for Google Workspace integration is authorized in Egnyte App Control Center (all wizard steps are completed, including Allow Access)
• Test the integration by creating a new Google Doc and confirming co-edit access. The file will display a blue Egnyte tag next to the file name.

Known Issues and Resolution

Google Workspace Plan Limitation (Business Starter) 

Users receive upgrade notifications for the latest Google integration but are on the Google Workspace Business Starter plan. Upgrade attempts fail or result in errors related to Shared Drive creation. Users may also inquire about continuing with the older integration or using an alternative setup.

Root Cause

• The latest Google integration depends on Google Shared Drives
• Google Workspace Business Starter does not support Shared Drives

Resolution Options

• Upgrade the Google Workspace plan to Business Standard or higher to enable Shared Drives and support the integration.
• Alternatively, use a separate Google Workspace tenant with a supported plan for the integration, ensuring that Egnyte user email addresses match those in the Google tenant.

Error Creating Permissions

In case there are permissions issues for shared drives, a message is shown stating Your account lacks sufficient permissions to create or manage shared drives. 

Root Causes

• Integration account does not have permission to create or manage Shared Drives in the Google Workspace tenant
• A Google Workspace admin policy is enabled that prevents users from creating Shared Drives

Resolution Steps

• Ensure the integration account has access to create and manage Shared Drives in the Google Workspace Admin Console
• Check the Shared Drive creation policy under Apps -> Google Workspace -> Drive and Docs -> Sharing settings. Confirm that the setting preventing users from creating Shared Drives is turned off
• Use a licensed Google Workspace user account for the integration instead of a service account without a license
• Verify that the target user is allowed within the Google tenant and not restricted by admin policies.
• Re-authenticate the integration in Egnyte after correcting permissions

Drive ID Required Error

Users encountering an error Drive ID is required when attempting to open or create Google Docs, Sheets, or Slides in Egnyte’s Web UI. Previously created Google files continue to open correctly, but newly created files are impacted. Re-disabling and re-enabling the integration may lead to another error indicating the account is already registered. The user observes this issue consistently across browsers.

Root Causes

• The integration account was not fully or correctly authorized during setup, often due to an incomplete or failed earlier configuration attempt
• The target user for whom permissions are being created is restricted or blocked in the Google tenant

Resolution Steps

• Use a new, dedicated Google Workspace account if the existing account was part of an incomplete setup and re-authenticate the integration
• If the account shows as already registered, please reach out to Egnyte Support to clear the registration before retrying
• Ensure all steps of the latest Google integration setup are completed, including the final access authorization step

504 Gateway Timeout when Opening Files

After upgrading to the latest Google integration, newly created Egnyte files fail to open in Google’s editor. The browser displays a 504 Gateway Timeout error. This issue occurs specifically when the setting to allow users to create files in Google Drive is disabled in the Google Admin Console.

Root Cause

• The latest Google integration requires the ability to create and access files in Google Shared Drives.
• When the setting to allow users to create files in Drive is disabled, the integration cannot complete backend file creation and access operations, resulting in a timeout.

Resolution Steps

• Enable the setting in Google Admin Console under Apps -> Google Workspace -> Drive and Docs to allow users to create files in Drive
• If compliance requirements block this change, contact Egnyte Products team for assistance.

Access Denied on @mention Email Notification Links

Users receive email notifications when they are mentioned in comments within Google Workspace documents. Clicking the link in the email results in an Access Denied error, even though the user has appropriate permissions in Egnyte. 

Root Cause

• The user’s Google session for the file is either expired or not initialized through Egnyte

Resolution Steps

• Open the file first through the Egnyte web interface to establish the Google session
• Once the session is initialized, access through email links should work correctly
• Alternatively, continue accessing files directly from Egnyte to avoid the issue

Additional Resources

Google Workspace Integration - Overview 

Google Workspace Integration - Configuration & Migration Guide

Recommended Practices for Google Workspace Integration