Mini Incident Report

We apologize for the inconvenience this service disruption/outage may have caused. We would like to provide some information about this incident below. Please note, this information is based on our best knowledge at the time of posting and is subject to change as our investigation continues. If you have experienced an impact outside of what is listed below, please reach out to Google Workspace Support using the help article https://support.google.com/a/answer/1047213.

(All Times US/Pacific)

Incident Start: 3 June 2024 11:36

Incident End: 4 June 2024 16:00

Duration: 1 Day, 4 Hours and 24 Minutes

Affected Services and Features:

ChromeOS

Regions/Zones: Global

Description:

A subset of Google ChromeOS users experienced persistent sign-in failures when attempting to access their locked devices on ChromeOS version 125 using ephemeral mode for the period of 1 Day, 4 Hours and 24 Minutes.

Based on the preliminary analysis the root cause of the sign-in failure was a conflict between a recent local password feature release and the ephemeral mode authentication process on ChromeOS. This conflict inadvertently terminated the authentication session prematurely, preventing users from logging into their devices.

To mitigate the issue and to restore normal functionality, Google engineers manually disabled the problematic feature flag. Subsequent verification confirmed successful login attempts for the affected users.

Customer Impact:

The impacted users of ChromeOS version M125 with the "DeviceEphemeralUsersEnabled" device policy activated would have experienced persistent login failures when attempting to access their locked devices. This issue was specifically observed when utilizing ephemeral mode and prevented users from successfully logging back into their ChromeOS devices.

Additional details:

The issue has been mitigated as of 4 June 2024 at 16:00. Google strongly recommends that all impacted users upgrade to ChromeOS version 125.0.6422.140 for enhanced stability.

Summary

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description

The issue with ChromeOS has been resolved for all affected users as of Tuesday, 2024-06-04 16:00 US/Pacific.

We thank you for your patience while we worked on resolving the issue.

SUMMARY

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

DESCRIPTION

Our engineering team is continuing to work towards mitigation of this issue.

We do not have an ETA for mitigation at this point.

We will provide more information by Tuesday, 2024-06-04 19:00 US/Pacific.

CUSTOMER SYMPTOMS

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

WORKAROUND

ChromeOS customers to use https://chromeenterprise.google/intl/en_uk/policies/#AllowScreenLock and https://chromeenterprise.google/intl/en_uk/policies/#LidCloseAction policies to prevent occasional screen locking.

Summary:

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description:

Our engineering team is continuing to work towards mitigation of this issue.

We do not have an ETA for mitigation at this point.

We will provide more information by Tuesday, 2024-06-04 17:00 US/Pacific.

Diagnosis:

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

Workaround:

ChromeOS customers to use

https://chromeenterprise.google/intl/en_uk/policies/#AllowScreenLock

and

https://chromeenterprise.google/intl/en_uk/policies/#LidCloseAction policies to prevent occasional screen locking.

Summary:

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description:

Our engineering team is continuing to work towards mitigation of this issue. We do not have an ETA for mitigation at this point.

We will provide more information by Tuesday, 2024-06-04 13:00 US/Pacific.

Diagnosis:

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

Workaround:

ChromeOS customers to use

https://chromeenterprise.google/intl/en_uk/policies/#AllowScreenLock

and

https://chromeenterprise.google/intl/en_uk/policies/#LidCloseAction policies to prevent occasional screen locking.

Summary:

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description:

Mitigation work is currently underway by our engineering team. We do not have an ETA for mitigation at this point. We will provide more information by Tuesday, 2024-06-04 09:00 US/Pacific.

Diagnosis:

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

Workaround:

ChromeOS customers to use https://chromeenterprise.google/intl/en_uk/policies/#AllowScreenLock and https://chromeenterprise.google/intl/en_uk/policies/#LidCloseAction policies to prevent occasional screen locking.

Summary:

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description:

Mitigation work is currently underway by our engineering team.

We do not have an ETA for mitigation at this point.

We will provide more information by Tuesday, 2024-06-04 09:00 US/Pacific.

Diagnosis:

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

Workaround:

None at this time...

Summary:

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description:

Mitigation work is currently underway by our engineering team.

We do not have an ETA for mitigation at this point.

We will provide more information by Monday, 2024-06-03 19:00 US/Pacific.

Diagnosis:

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

Workaround:

None at this time...

Summary:

ChromeOS: Unable to log in from lock screen when ephemeral mode is enabled on managed devices on M-125.

Description:

Mitigation work is currently underway by our engineering team.

We do not have an ETA for mitigation at this point.

We will provide more information by Monday, 2024-06-03 17:00 US/Pacific.

Diagnosis:

Affected users may be unable to log back in from the lock screen on their ChromeOS device. This issue is affecting ChromeOS version M125 when the device policy DeviceEphemeralUsersEnabled is turned on.

Workaround:

None at this time...