GWS-ADMIN Troubleshooting Practice Test 2 — 15 Questions

Question 1

You are a Workspace administrator. A user reports that they are unable to sign in to their Google Workspace account from a new mobile device. They can sign in from their laptop without issue. The user has not changed their password recently. What is the most likely cause of this issue?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The mobile device is not compliant with the organization's device policy, and access is blocked.. The most likely cause is that the new mobile device does not meet the organization's device policy requirements. Google Workspace mobile management can block access from devices that are not compliant, such as lacking a screen lock or encryption. Since the laptop works, the issue is specific to the mobile device's compliance status. Checking device policy status in the Admin console would confirm this.

Answer

The user has exceeded the maximum number of devices allowed for their account.

Answer

The user's Google Workspace password has expired and must be changed.

Answer

The user's account requires a security key for two-step verification, and the mobile device does not support it.

Question 2

A user reports that they are not receiving any email at all, including internal messages. They can send email successfully. What is the most likely cause?

Accepted Answer

The user's account is not correctly configured in the email routing settings.. When a user can send but not receive any email, the problem is typically with inbound mail routing. Google Workspace routing settings can redirect or reject messages before they reach the user's inbox. Checking the routing configuration for the user or their organizational unit is the first step. Other causes like storage or filters would not completely block all incoming mail without affecting sending.

Answer

The user's password has expired and they need to reset it.

Answer

The user's Gmail storage is full.

Answer

The user has a Gmail filter that is archiving all incoming messages.

Question 3

A Google Workspace administrator is troubleshooting a user's inability to access a Google Drive file shared by an external user. The file is shared with the user's email address, and the user is signed in with the correct account. The administrator has confirmed that the user's organizational unit allows external sharing. What is the most likely cause of the access issue?

Accepted Answer

The external user's domain has a policy that prevents sharing with the user's domain.. External sharing requires both domains to permit it. Even if the recipient's domain allows external sharing, the sender's domain may block outbound sharing. The administrator should check the external domain's sharing settings or coordinate with the external user's IT team to ensure sharing is allowed. This is a common cause when internal policies are confirmed to be permissive.

Answer

The user's account is not verified, so they cannot access external files.

Answer

The file is in a shared drive that the user is not a member of, and the shared drive restricts access to members only.

Answer

The user's Google Drive storage is full, preventing them from opening shared files.

Question 4

An administrator is troubleshooting why a user's Google Calendar invitations sent to an external attendee are being marked as spam by the recipient's mail system. The administrator confirms the Workspace domain has SPF, DKIM, and DMARC records published and passing for normal mail. Calendar invitations are being sent by Google on behalf of the user. Which action should the administrator take to improve deliverability of these calendar invitations?

Accepted Answer

Ensure the domain's SPF record includes the Google Calendar sending infrastructure or that calendar mail is aligned through DKIM.. Calendar invitations travel a different sending path than ordinary user mail and must be authenticated for the sending domain. If the SPF record does not include the calendar infrastructure and the messages are not DKIM-signed with an aligned key, receivers observe an authentication gap and treat the invitations as suspicious. Ensuring SPF coverage or aligned DKIM for that path restores trust and moves the invitations out of spam.

Answer

Disable the 'Automatically add invitations to my calendar' setting for all users.

Answer

Publish a DMARC record with a p=reject policy to force recipients to trust the domain.

Answer

Add the recipient domain to the Workspace email allowlist so invitations are delivered.

Question 5

A Google Workspace administrator is troubleshooting why a user cannot join a Google Meet video call scheduled by an external partner. The user clicks the Meet link but sees a 'You can't join this call' error. The admin confirms the user's account is active and has Meet enabled. Which TWO of the following should the admin check to resolve the issue? (Choose two.)

Accepted Answer

The external sharing settings for Google Meet in the Admin console.. The inability to join an external Google Meet call is often due to external sharing restrictions. Admins should verify that the organizational unit's Meet settings allow joining external meetings and that external sharing is enabled. These two settings directly control whether users can participate in calls hosted outside the domain.

Answer

The domain's SPF record for Google Meet.

Answer

The user's Google Calendar sharing permissions.

Answer

The user's Gmail delegation settings.

Question 6

You are a Workspace administrator. A user reports that they are unable to sign in to their Google Workspace account from a new mobile device. They can sign in from their laptop without issue. The user has not changed their password recently. What is the most likely cause of this issue?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Check if the user is a member of a group that has been explicitly denied access to the site.. The most likely cause is an explicit deny via group membership. In Google Sites, if a user belongs to a group that has been denied access, that deny overrides the published setting. This can happen if the group was added to the site with 'No access' or if a deny policy exists. Checking group memberships and access policies is the correct first step.

Answer

Verify that the user's Google Workspace account is not suspended.

Answer

Confirm that the user has the 'Viewer' permission on the site.

Answer

Ensure that the Google Sites service is enabled for the user's OU.

Question 7

A Google Workspace administrator is troubleshooting why a user's Google Drive files are not syncing with their Windows device using Google Drive for desktop. The user reports that files added on the web do not appear in the local Drive folder, and local changes are not uploaded. The admin confirms the user is signed in and the Drive for desktop app shows no errors. What should the admin check first?

Accepted Answer

The user's network proxy or firewall settings.. When Drive for desktop shows no errors but files do not sync in either direction, network restrictions are a likely cause. Proxies or firewalls can block the required Google endpoints, causing silent sync failures. The admin should verify that the user's network allows access to the necessary domains and ports for Drive for desktop.

Answer

The user's Google Drive storage quota.

Answer

The Drive for desktop sync settings for the user's organizational unit.

Answer

The user's Google Calendar sync settings.

Question 8

A Google Workspace administrator is troubleshooting a user's inability to access a Google Chat space. The user reports that they can see the space name but cannot send messages or view history. The administrator has verified that the user is a member of the space. What is the most likely cause?

Accepted Answer

The user has been assigned a Chat space role of 'Viewer' or the space is restricted to certain members.. Google Chat spaces support roles that control posting permissions. A user with a 'Viewer' role can see the space but cannot send messages. Similarly, spaces may have posting restrictions. The symptoms described—seeing the space name but unable to send messages or view history—point to a permission issue rather than a service or history setting.

Answer

The space's history is turned off for new members.

Answer

The user is in a different organizational unit that has Chat history disabled.

Answer

The user's Google Chat service is turned off for their organizational unit.

Question 9

A Google Workspace administrator is investigating why a user's Google Calendar events are not syncing to their mobile device. The administrator has confirmed that the user's device is properly configured and connected to the internet. Which two settings should the administrator check next? (Choose two.)

Accepted Answer

The Google Workspace mobile management setting for Calendar sync. Calendar sync to mobile devices can be restricted by mobile management settings and device policies. Administrators should verify that Calendar sync is enabled for the organizational unit and that the device policy does not block the Calendar app or its data. These two settings are the most likely causes when basic connectivity is confirmed.

Answer

The user's Calendar sharing settings in Google Calendar

Answer

The user's Google Drive sync settings

Answer

The user's Gmail filter settings

Question 10

A user is unable to sync their Google Drive files to their local machine using Drive for Desktop. What is the first step you should recommend?

Accepted Answer

Check the Drive for Desktop application status and error logs.. Checking the Drive for Desktop application status and logs is the standard initial troubleshooting step for local client issues.

Answer

Reset the user's password.

Answer

Reinstall the entire Google Workspace account.

Answer

Disable multi-factor authentication.

Question 11

An organization uses a third-party gateway to route email. Users report that emails are being marked as spam frequently. Which DNS record should you investigate to ensure Google trusts the gateway?

Accepted Answer

SPF record. SPF (Sender Policy Framework) is the DNS TXT record that lists which hosts are authorized to send mail for a domain. When a third-party gateway routes outbound mail, Google's receiving servers check the envelope sender's domain SPF record to verify the gateway's IP is authorized; if the gateway's IP is missing from SPF, messages fail SPF and are more likely to be marked spam. The correct record to investigate is therefore the SPF record.

Answer

DKIM record

Answer

A record

Answer

MX record

Question 12

A user has left the company. You need to migrate their data to another user. Which tool should you use?

Accepted Answer

Data Migration Service. The Data Migration Service is specifically designed for moving data from one Google account to another.

Answer

Security Investigation Tool

Answer

Google Takeout

Answer

Google Vault

Question 13

A user claims they cannot see a shared calendar. What should you check to resolve this?

Accepted Answer

Calendar sharing permissions. Calendar sharing permissions determine whether a user can view a shared calendar. If the user cannot see it, the most likely cause is that the calendar owner has not granted the user 'See all event details' or 'See only free/busy' access, or the calendar is not shared with the user's domain. Checking the sharing settings in Google Calendar (or Admin console calendar resource settings) directly addresses the visibility issue.

Answer

User's secondary email

Answer

User's password

Answer

Browser cache

Question 14

A user reports that they are not receiving emails from an external vendor. As an administrator, where should you first look to verify if the messages reached Google's servers?

Accepted Answer

Email Log Search. Email Log Search is the primary Gmail admin tool for tracing message delivery. It lets an administrator search by sender, recipient, subject, or message ID and see whether the message was accepted by Google's SMTP servers, delivered to the user's mailbox, or rejected/quarantined. This directly answers the question of whether the vendor's mail reached Google at all.

Answer

Security Dashboard

Answer

Reports > User usage

Answer

Gmail > Compliance settings

Question 15

A user reports that emails sent to a specific external domain are bouncing with a '550 5.7.1' error. What is the likely reason?

Accepted Answer

The domain's email authentication (SPF/DKIM/DMARC) is failing.. 550 5.7.1 errors are typically related to SPF, DKIM, or DMARC failures, indicating the recipient domain is rejecting the mail due to authentication issues.

Answer

The message size exceeds the limit.

Answer

The user's storage quota is exceeded.

Answer

The recipient's mailbox is full.