Google Workspace Status Dashboard

INCIDENT REPORT

SUMMARY:

On Tuesday, 16 August 2022 06:17 US/Pacific, the Google Drive iOS app was unavailable for some Google for Education under-18 users for a period of 7 hours and 31 minutes. The issue was mitigated by 16 August 2022 13:48 US/Pacific.

We understand this issue has affected our valued customers and users, and we apologize to those who were impacted.

ROOT CAUSE:

Investigation into the issue by our engineers revealed that the affected release version 4.2022.32300 of the Google Drive iOS app included a mistaken regression from an earlier affected build. The issue caused a small subset of EDU under-18 users to be logged out of the app.

REMEDIATION:

Google engineers were alerted to the issue via application error reports and submitted a fixed release of the iOS app to the App Store, which was published on 16 August 2022 13:31 US/Pacific. The fixed version of the app resolved the issue after users updated the app on their affected devices.

PREVENTION

To prevent recurrence and reduce the impact of similar events, we are taking the following action:

• Improve the build and release process to ensure known regressions are not included in applications.

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 Cloud Support using https://cloud.google.com/support or to Google Workspace Support using help article https://support.google.com/a/answer/1047213.

(All Times US/Pacific)

Incident Start: 16 Aug 2022 06:00

Incident End: 16 Aug 2022 14:34

Duration: 8 hours, 34 minutes

Affected Services and Features:

Google Drive iOS app

Regions/Zones: Global

Description:

A subset of Google for Education users with an under-18 age setting were unable to access the Google Drive iOS application for 8 hours 34 minutes. From preliminary analysis, the root cause of the issue was a recent update to the Drive iOS application that inadvertently introduced a check that blocked access for under-18 Google for Education users with an affected version of the app.

Customer Impact:

Affected users would have received an error stating “You don’t have access to this service. To request access, contact the administrator for your organization’s Google services.” The Google Drive web UI and Google Drive Android application were not affected.

Additional details:

An updated version of the Drive iOS application is available through the App Store.

The issue with Google Drive has been resolved for all affected users as of Tuesday, 2022-08-16 14:34 US/Pacific.

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