Google Workspace Status Dashboard

Google Workspace Status Dashboard
Incidents
We're investigating reports of an issue with Google Workspace Support. We will provide more information shortly. The affected users are unable to access Google Workspace Support.

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Incident affecting Google Workspace Support

Incident began at 2022-04-28 14:27and ended at 2022-04-28 15:51 (times are in Coordinated Universal Time (UTC)).

Date

Time

Description

May 5, 2022

4:49 PM UTC

The Incident Report is now available on the Google Cloud Status Dashboard: https://status.cloud.google.com/incidents/mvpNTsgUmf2LL7PdgmyF

Apr 29, 2022

1:05 AM UTC

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 Support by opening a case https://cloud.google.com/support or help article https://support.google.com/a/answer/1047213 .

(All Times US/Pacific)

Incident Start:28 April 2022 07:27

Incident End:28 April 2022 08:51

Duration:1 hour, 24 minutes

Affected Services and Features:

Google Workspace Support - Admin Console

Regions/Zones:Global

Description:

Google Workspace Support was unavailable via the Admin Console for a duration of 1 hour, 24 minutes. From preliminary analysis, the root cause of the issue was due to elevated errors and latency from several backend component modules which failed to start in Google App Engine, due to an overload in the Google App Engine infrastructure.

Customer Impact:

Google Workspace Support - customers were unable to view or search support cases in Google Admin Console. In addition, a small number of customers had degraded access to phone support, being redirected to a queue requiring additional manual authentication with the support agent.

Additional details:

The issue was fully resolved once the root cause change was rolled back from the Google App Engine infrastructure and request levels returned to normal, allowing the affected backend component modules to start.

Apr 28, 2022

4:02 PM UTC

The problem with Google Workspace Support has been resolved. We apologize for the inconvenience and thank you for your patience and continued support.

Apr 28, 2022

3:36 PM UTC

Our team is continuing to investigate this issue. We will provide an update by Apr 28, 2022, 4:30 PM UTC with more information about this problem. Thank you for your patience. The affected users are unable to access Google Workspace Support, but we've provided a workaround below.

Affected customers are unable to view or search Google Workspace cases in Customer Care Portal. New case creation is unaffected by the issue.

Workaround - Affected customers can go to admin.google.com and click on the support button to open support cases

Apr 28, 2022

3:11 PM UTC

We're investigating reports of an issue with Google Workspace Support. We will provide more information shortly. The affected users are unable to access Google Workspace Support.

Affected customers are unable to view or search Google Workspace cases in Customer Care Portal. New case creation is unaffected by the issue.

Times are listed in Coordinated Universal Time (UTC)