It is used when there are symmetries, but let me explain. Gauss' law is applicable everywhere, but sometimes it isn't helpful. To apply it, you need to invent any Gauss' surface around the charges, and applying the law you will get:
$$\oint_S E·dS=\frac{q}{\epsilon_0}$$
However what you get is the result of the integral, not the electric field, as it is probably different at every point of the surface. So, if we have a symmetric surface like a sphere you know that the electric field will be constant along the surface. Then, the integral become:
$$E·4\pi R^2=\frac{q}{\epsilon_0}$$
and you will get the electric field. However, if the surface is irregular, like a geoid, you will see that Gauss' law won't help you work out the electric field.
To sum up, as in your problem you have a sphere, Gauss' law can definitely be used, so maybe you made a calculation mistake.