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Incident affecting Classroom

Incident began at 2023-04-19 00:32 and ended at 2023-04-20 14:58 (times are in Coordinated Universal Time (UTC)).

Date Time Description
May 2, 2023 1:48 PM UTC

Incident Report

Summary

On Tuesday, 18 April 2023 at 17:32 US/Pacific, the Google Classroom application was unavailable for some Android users for a period of 1 day, 12 hours, 52 minutes. Some users were unable to sign in and, if already signed in, experienced an error for the duration of this incident.

Root Cause

The root cause has been identified as a misconfiguration in a recent Android Classroom release which caused the Android app to point to a backend staging environment instead of production. This resulted in elevated traffic and task failures, ultimately causing Android app availability issues.

Remediation and Prevention

On Tuesday 18 April at 17:32 US/Pacific, Google engineers were alerted to an issue via internal monitoring impacting Google Classroom Android users and immediately started an investigation. Google engineers identified that the latest Classroom Android Version (Version Name: 8.0.141.20.90.2, Version Code: 213051414) release contained a backend misconfiguration which resulted in the Android Classroom application availability issues, causing an estimated ~2.5% of users to experience sign in issues and error messages if already signed in. The issue was mitigated by rolling back the misconfigured release and updating a fix release, this fully resolved the issue for all users Friday, 21 April at 07:58 US/Pacific.

Google is committed to preventing a repeat of this issue in the future and is completing the following actions:

  • Implement Classroom specific alerting mechanism to capture staging and production anomalies.
  • Optimize and improve manual and automated testing validation for release components.
Apr 20, 2023 9:34 PM UTC

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 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: 18 April 2023 19:04

Incident End: 20 April 2023 7:56

Duration: 1 day, 12 hours, 52 minutes

Affected Services and Features:

Classroom Android Mobile App

Regions/Zones: Global

Description:

Google Classroom application was unavailable for some Android users for a period of 1 day, 12 hours, 52 minutes. From preliminary analysis, the root cause is identified as an unintended release misconfiguration.

Customer Impact: An estimated ~2.5% of users could not use the Android Classroom app (latest version). ~2M users were believed to be impacted.

  • Version Name: 8.0.141.20.90.2
  • Version Code: 213051414

Additional details:

The following workaround steps were provided to users during the incident:

  • Delete/reinstall the app
  • Use Classroom Web
Apr 20, 2023 4:41 PM UTC

The issue has been mitigated and a new application update has rolled out to a majority of impacted users as of Thursday, 2023-04-20 08:00 US/Pacific.

Users should look for an update in the Play Store in the next few days. If users continue to experience the original issue, please use Classroom Web.

We thank you for your patience while we worked on resolving the issue.
Apr 19, 2023 11:35 PM UTC We are continuing to investigate this issue. We will provide an update by Apr 20, 2023, 7:00 PM UTC detailing when we expect to resolve the problem. The affected users are unable to access Classroom, but we've provided a workaround below.

Our engineering team has identified the root cause and currently working on releasing the fix for the Classroom application on Play Store.

Affected users should:

  • Check the Play Store for an update and install the new version of Classroom app.
  • If not, try again later or uninstall/reinstall or use Classroom Web.
Apr 19, 2023 3:22 PM UTC We are continuing to investigate this issue. We will provide an update by Apr 18, 2023, 1:00 AM UTC detailing when we expect to resolve the problem. The affected users are unable to access Classroom, but we've provided a workaround below.

Mitigation work is currently underway by our engineering team, we believe the root cause has been identified and we are now validating the fix.

Affected users should:

  • Delete and reinstall the Classroom application via Google Play store to mitigate the issue.
  • Users can also use Classroom Web
Apr 19, 2023 9:45 AM UTC We're aware of a problem with Classroom affecting a significant subset of users. We will provide an update by Apr 19, 2023, 4:00 PM UTC detailing when we expect to resolve the problem. Please note that this resolution time is an estimate and may change. The affected users are unable to access Classroom, but we've provided a workaround below.

Google engineer have localised the issue to the Android App for Google Classroom version 8.0.141.20.90.2

Affected users should:-

  • Delete and reinstall the Classroom application via Google Play store to mitigate the issue.
  • Users can also use Classroom Web