What is the affected account's email address?
Is the user experiencing the same issue on the web interface?
Have you checked the box to "Allow users to upload mail using the Email Migration API" under G Suite > Gmail > Advanced settings in your Admin console?
A zipped folder containing your trace files. You'll find that folder here:
On Windows Vista/7/8: C:\Users\[username]\AppData\Local\Google\Google Apps Sync\Tracing\
On Windows XP: C:\Documents and Settings\[username]\Local Settings\Application Data\Google\Google Apps Sync\Tracing\
Please create a ZIP (Compressed folder) of the entire Tracing folder and attach it to the case.
What Microsoft Outlook version & service pack are you using?
What version of the G Suite for Microsoft Outlook plugin are you using? Please make sure you're using the latest version from the page at http://tools.google.com/dlpage/gappssync
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