This article explains how to resolve connection issues when adding Google Workspace to ProBackup.
Step 1: Verify the app installation
Before connecting, make sure the ProBackup app is installed for your whole Google Workspace domain.
Sign in to Google Workspace as a super admin.
Check the button next to the app title:
If it says "Install", the app is not yet installed. Click it, choose Admin install (not an individual install, so every user's data is included) and grant all requested permissions.
If it says "Uninstall", the app is already installed.
Note: Google can take a few minutes to activate an admin install. ProBackup keeps checking automatically for a few minutes after you return.
Step 2: Connect with a super-admin email
Back in ProBackup, under Connect with your super-admin email, enter the email address of a super admin of the domain where you installed the app, and click Connect.
If the connection fails, the message tells you what to fix:
"We can't connect yet. Google hasn't activated the install, or this email isn't a super admin of the domain where ProBackup was installed." Wait a few minutes and try again. If it keeps failing, check that the app was installed with Admin install on the same domain as the email you entered.
"This email isn't a super admin of your Google Workspace." Enter the email of a super admin. Other admin roles (for example a user, groups or help desk admin) are not enough.
Step 3: Check that the domain isn't already connected
A Google Workspace domain can be connected to only one active ProBackup account. If a colleague already backs up your domain with ProBackup, ask them to invite you to their backup instead.
Step 4: A shared drive is missing or shows "no access"
ProBackup can only back up a shared drive when the connected super admin is a member of it. If a shared drive shows "ProBackup can't access this shared drive" in your vault, add the connected admin account to that shared drive as a Viewer in Google Drive. The drive is backed up within 12 hours.
Step 5: Send connection details to support
If the app is installed but the connection still fails, our support team will need your domain-wide delegation settings to investigate.
Go to your Google Admin Console.
Navigate to Security > Access and data control > API controls.
Scroll down and click "Manage Domain-wide Delegation".
Click "View Details".
Take a screenshot of the delegation settings.
Send the screenshot to [email protected].
