Error when trying to use Google Workspace's import tool trying to import smarter mail accounts.

Problem reported by DJ VanderZwan - 5/5/2026 at 8:58 AM

Submitted

Hello,

I have been trying to work on this for a while. I am trying to get our domain based email from a third party using smartermail hosting into a new Google Workspace account. I have been using the google import tool (formerly the data migration tool). I have confirmed the login credentials and incoming server for each email but I get an error when I run the tool. The error is the same for all 7 accounts:

An error occurred while calling source system. Code: 13. Cause : INTERNAL, Message: Internal sync error.

I have tried following Google support tickets, but nothing has worked so far. I am not sure if I am missing something, or if some setting needs to be adjusted on the smartermail admin side. Anyone have any insight on how to resolve this?

Thanks,

4 Replies

Reply to Thread

J. LaDow Replied

5/5/2026 at 9:37 AM

Check log files on the SmarterMail side for the connection activity to see what's happening would be my first stop --

MailEnable survivor / convert --

Tom Pelon Replied

5/30/2026 at 5:38 AM

I am having this same issue as well. What log files specifically should i be looking at?

Derek Curtis Replied

6/1/2026 at 7:22 AM

Employee Post

You can try the IMAP logs to see if there are errors there. On the Google Workspace side, if you're an admin there should be some audit logs you can review.

Derek Curtis

CCO

SmarterTools Inc.

www.smartertools.com

Scarab Replied

6/2/2026 at 1:04 PM

The Google Migration Tool always worked great with Smartermail. The new Google Import Tool that has replaced it is rubbish and never works for importing anything other than GMail or other Google Workspaces accounts. For any other type of email accounts you will always get the "An error occurred while calling source system. Code: 13. Cause : INTERNAL, Message: Internal sync error." immediately after it didn't attempt to try anything at all.

Nothing will show in the SmarterMail logs because no connection was even attempted by Google.

I wish that the Google Migration Tool was still available. I had to use MailStore to sync the SmarterMail accounts and then sync them with the Google Workspace accounts and the flags were a little dorked by doing so (everything was listed under an "Imported" tag and not visible under the Inbox or Sent Items tags.

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