Google Workspace Support Pro: Devices, Chrome and Drive

What's inside

1. Level 1: Workspace Devices on One PageFree
   Learn what a user sees on each device, from the Chrome profile and ChromeOS to Drive for desktop and the mobile apps, and what sits behind it in the Admin console, organisational units and policies. The level also states that this course is independent of Google and does not reproduce Google's documentation.
2. Level 2: Who Can Do What: Smallest Role per Device JobFree
   Match each device support task to the smallest admin role or custom privilege set that can do it, including mobile device management privileges limited to one organisational unit.
3. Level 3: Editions, Licences and Limits, Checked and Dated
   Check which Workspace edition and add-on licences a tenant and a user hold, and what that allows: fundamental or advanced endpoint management, ChromeOS device upgrades, Chrome Enterprise Core. Record each fact with the date it was checked against Google's current comparison pages.
4. Level 4: A New User's Device Setup, Start to Finish
   Walk a new starter from a created account to a working set of devices: first sign-in, 2-Step Verification, Chrome profile, Drive for desktop and a phone, checking the organisational unit and licence first.
5. Level 5: Chrome Profiles: Managed, Personal and Signed-In
   Tell apart a managed work Chrome profile, a personal profile and a browser that is merely signed in to a Google site, and know which Admin console policies follow the user into each.
6. Level 6: Managed Browsers with Chrome Enterprise Core
   Understand device-level browser enrolment with a Chrome browser enrolment token, how it differs from user-level (signed-in profile) policy, and how a support engineer confirms that a browser has enrolled.
7. Level 7: Reading chrome://policy and chrome://management
   Use the browser's own policy pages to see which policies are set, where each one came from (cloud machine, cloud user or platform) and whether Chrome reports a conflict or error.
8. Level 8: ChromeOS Enrolment: Getting a Device Managed
   Enrol a ChromeOS device into the tenant with manual enterprise enrolment, knowing the device licence or upgrade it needs, the organisational unit it lands in, and how zero-touch and forced re-enrolment behave.
9. Level 9: The ChromeOS Device Record and Safe Actions
   Read a ChromeOS device's record in the Admin console (serial number, OS version, last sync, recent users, organisational unit, licence) and learn which device actions are reversible and which are not.
10. Level 10: Fault: User Cannot Sign In to a Chrome Profile
    Work through a failed Chrome profile sign-in in order: symptom, likely causes (wrong account type, sign-in restrictions, 2-Step Verification, suspended account or licence), read-only check, fix, confirmation and user note.
11. Level 11: Fault: Chrome Sync Not Working
    Diagnose bookmarks, passwords or extensions that do not sync between devices: check chrome://sync-internals and the sync policies an administrator may have set, before touching the user's data.
12. Level 12: Fault: Browser Policy Not Applying
    Find out why a policy set in the Admin console is not reaching a browser: wrong organisational unit or group, browser not enrolled, the setting saved at the wrong level, a conflicting platform policy, or a fetch that has not happened yet.
13. Level 13: Fault: ChromeOS Enrolment Fails
    Resolve failed ChromeOS enrolments in order: no device licence or upgrade, an enrolling account without permission, a device still enrolled to another domain, or network and time problems. Use the enrolment error message as the first clue.
14. Level 14: Fault: ChromeOS Sign-In and Update Problems
    Handle an enrolled Chromebook that refuses a user or will not update. Check the sign-in restriction and guest settings, update and version-pinning policies, and the device's Auto Update Expiration date.
15. Level 15: Endpoint Management: Fundamental vs Advanced
    Learn what fundamental and advanced Google endpoint management each provide, including the fact that advanced mobile management needs a management app on the device, and how to read which level applies to a user's organisational unit.
16. Level 16: Reading the Devices List and Device Details
    Use the Admin console Devices list and a device's detail page to answer support questions: which devices a user has, when each last synced, its OS and ownership, and whether it is managed.
17. Level 17: Device Approval States and What They Mean
    Read device approval states such as pending, approved and blocked, and the organisational unit setting that makes approval necessary, so you can explain why a user's new device cannot reach work data.
18. Level 18: Compliance Status and the Device Audit Log
    Read a device's compliance status and the device audit log to see which events (registration, policy sync, a compromised device warning, an account wipe) happened on a device and when.
19. Level 19: Support-Level Device Actions, Done Safely
    Carry out the device actions support is allowed to take (approve, block, unblock, sign the user out, delete a device record) with read-only checks first, a record of each action, and a clear line before any wipe.
20. Level 20: Tracing a Tenant-Wide Policy to One Device
    Learn to work out why a tenant-wide endpoint policy applies to one user's device the way it does, by following organisational unit inheritance, group overrides and the device's management level, and to write that finding up for escalation.
21. Level 21: Device Actions Support Staff May Take
    Run the everyday, reversible device actions in Google endpoint management (approve, block, unblock, sign the user out), and know which role allows each one and when an action needs sign-off.
22. Level 22: Fault: User Blocked by Device Approval or Compliance
    Handle the ticket where a user suddenly cannot reach work data on a device because it is pending approval, blocked or out of compliance, taking it as symptom, likely causes, check, fix, confirmation and user note.
23. Level 23: Fault: Device Missing or Stale in the Device List
    Diagnose a device that does not appear in the Admin console, appears twice, or shows an old last-sync time, and understand how sign-in, management level and the device's own sync each feed what the console shows.
24. Level 24: Workspace on Windows and Mac: What Sits Where
    Map how Workspace reaches a Windows or Mac user (browser and Chrome profile, Drive for desktop, Office files, and optional Windows device management) so you know which layer to check when something breaks.
25. Level 25: Installing and Signing In to Drive for Desktop
    Install Drive for desktop on Windows and Mac, sign the user in with the correct work account, and grant the operating system permissions it needs, so a new user's setup is complete and checked.
26. Level 26: Streaming or Mirroring: Choosing and Switching
    Understand the trade-offs between streaming and mirroring My Drive, which uses disk space and which works offline, and move a user between the two safely without losing their files.
27. Level 27: Fault: Drive for Desktop Will Not Start or Sign In
    Work the ticket where Drive for desktop crashes, will not open, loops at sign-in or shows the wrong account, from symptom to user note.
28. Level 28: Fault: Files Not Syncing or Stuck Uploading
    Diagnose files that never upload, stay pending or do not appear on another device, reading the Drive for desktop activity and error lists before changing anything.
29. Level 29: Fault: Cache Full, Disk Space and Moving the Cache
    Handle low disk space and slow performance caused by the Drive for desktop local cache, and move the cache to another drive safely.
30. Level 30: Repair and Reset Drive for Desktop Without Losing Data
    Escalate step by step from disconnecting the account to a clean reinstall, protecting unsynced files and recovering anything Drive for desktop set aside.
31. Level 31: Working With Microsoft Office Files in Drive
    Support users who keep Word, Excel and PowerPoint files in Drive, explaining when to edit in Office format, when to convert to Google format, and what each choice means for sharing, version history and features.
32. Level 32: Office Desktop Apps With Drive for Desktop
    Set up and support the Office desktop apps opening and saving files through Drive for desktop, including what users see when two people open the same file.
33. Level 33: Fault: Conflicting Copies and Lost Office Edits
    Work the ticket where an Office file has duplicate or conflicting copies, an edit seems lost, or a file is locked, and recover the user's work without overwriting anyone else's.
34. Level 34: Setting Up an iPhone or iPad for Workspace
    Set up a user's iOS or iPadOS device with the Google apps and their work account, and understand what changes when the tenant uses fundamental or advanced management for iOS.
35. Level 35: Setting Up Android and a Work Profile
    Set up a personally owned Android phone with a work profile, so work apps and data stay apart from personal ones, and confirm it is managed correctly.
36. Level 36: Managed Apps on Android and iOS
    Read which apps the tenant makes available or installs on mobile devices, help users get the apps they need, and explain why an app is missing or blocked.
37. Level 37: Fault: Mobile Mail and Data Not Syncing
    Work the ticket where Gmail, Calendar or Drive stops syncing on a phone, taking it as symptom, likely causes, check, fix, confirmation and user note.
38. Level 38: Fault: Work Profile Will Not Set Up or Apps Missing
    Diagnose Android work profiles that fail to create, lose their apps or stop applying policy, and know when a device simply cannot support the tenant's requirements.
39. Level 39: Lost Device: Account Wipe or Full Device Wipe
    Respond to a lost or stolen phone, tablet or computer by choosing between removing only the work account and wiping the whole device, getting the right approval, and confirming the result.
40. Level 40: Fault: Mobile Device Blocked or Work Apps Missing
    Work through the common fault where a phone set up for work cannot sync mail or calendar, or is missing managed apps. You take it as symptom, likely causes in order (device waiting for approval, a screen lock or OS version rule not met, a broken work profile or management app, an app not assigned to the user's organisational unit), the read-only check, the fix, how to confirm and what to tell the user.
41. Level 41: Replacing a Phone: Moving a User to a New Mobile
    Move a user from an old iOS or Android phone to a new one without losing work data or access. You set up the new device, check that the authenticator, passkeys and managed apps have moved across, then retire the old device in the right order.
42. Level 42: Replacing a Laptop or Chromebook Across Platforms
    Move a user to a replacement Windows PC, Mac or Chromebook. You check what local data, Drive for desktop files not yet synced and browser profiles need to move, set up the new device using the earlier setup lessons, then remove the old device from management.
43. Level 43: Support's Toolkit: Logs and Diagnostics by Platform
    Survey the logs and diagnostic tools first and second line support can use across the whole estate, and which one answers which question. These include the Admin console device and Chrome log events, device details pages, chrome://policy and chrome://management, ChromeOS system logs, Drive for desktop diagnostics and the on-device management app status.
44. Level 44: Where Support Stops: Third Line and Vendor Boundaries
    Mark where first and second line support stops across device and app faults. Faults that need a tenant-wide policy change, a role you should not hold, a widespread outage or a suspected product defect go to third line, the policy owner or Google, and you explain a policy's effect without redesigning it.
45. Level 45: Building the Evidence Packet and Escalation Note
    Put together an escalation that third line or Google support can act on without coming back to you. It covers the symptom, scope, timeline, device and OS details, the checks you ran and their results, the log extracts, what you changed and what you ruled out.
46. Level 46: Final Challenge: The Device and App Ticket Queue Exam
    Work a queue of realistic tickets that covers the whole course: new user setup, Chrome profiles and managed browsers, ChromeOS enrolment, endpoint status and device actions, Drive for desktop and Office files, mobile and work profile faults, lost devices and replacements. You triage, resolve or escalate each ticket and write a note for each.

Access

The first 2 levels are free with a free account. Every level, the podcast edition and the AI tutor come with All Access at £4.99/month or any Creator plan — see pricing.

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