Feeds

Google Apps goes loopy on booted-off Premier subs customers

Mountain View fails to cough up glitch fix

Boost IT visibility and business value

Updated This article was updated to reflect that Google subsequently reported the error had now been fixed.

Google Apps business customers who forget to renew their subscriptions are struggling to reconnect to the Premier version of the online suite because of a system error.

However, Mountain View - which is aware of the problem - is currently offering a shrug of the shoulders to some users who want to pay up their subs and get back online with their Google Apps.

We've heard from readers whose accounts were downgraded after failing to update their Premier status in time.

"It seems to be the case that the automatic downgrade is failing at some point in the process. Furthermore, logging a support request with Google has resulted in silence. I'd try phoning them but you can only do this as a Premier customer and I'm no longer one - despite wanting to be one," Reg reader James Crawshaw told us.

And there are similar complaints about this issue on Google's forum too.

Many have received a generic email from the world’s largest ad broker that reads:

This message is to confirm that you did not renew your Google Apps Premier Edition service for [domain name].com. Your subscription has expired and your service has been downgraded to Google Apps Standard Edition.

Shortly, you will find your email account quotas reset from 25 GB to 7 GB. You will also lose access to some Premier Edition features including the 99.9% uptime SLA, integration APIs, and telephone support for critical issues.

If you wish to reorder Premier Edition for your domain, you can do so easily through the control panel: Log in to your control panel. Click ‘Upgrade to Google Apps Premier Edition’ Complete order for your desired number of accounts. Submit order and pay using Google Checkout.

If you do not wish to renew Google Apps Premier Edition, please tell us about your decision so we can learn about your experience with Google Apps.

Biz customers who missed their subs deadline might agree at this point that Google had every right to automatically downgrade their accounts until such a time that they can make good on those payments.

But here’s the rub: some faithful Google Apps customers who want their Premier status reinstated aren’t able to do so because of a fancy-pants “redirect loop error”.

Worse still, Mountain View has confirmed it is aware of the glitch.

“This redirect issue is an known issue bug and Google Apps tech is aware of this and I have no time frame when this will be fix [sic],” wrote self-styled Google Apps "Volunteer Power Poster" LMckin51 in a thread on the Google forum.

That response followed one customer reasonably asking when the error might be repaired by Google wonks. Many have been complaining about the error for nearly two weeks, with little or no feedback from the online search giant.

“How long should I expect to wait to have this resolved? Seeing as how it appears to be a routine Google glitch that I can't do anything about, this is a LOT of downtime for me to deal with. It's stupid that this happens just as my Premier contract expires, so Google technically isn't guaranteeing my uptime. Any other ideas?” asked PaulBBlair.

The Register has repeatedly requested comment from Google on this technical cockup, but at time of writing - as seems to be increasingly the norm at Mountain View Towers these days - its flacks hadn’t coughed up a statement for us. ®

Update

According to Google on this support forum thread, the issue has now been fixed. It said:

Our technical team has fixed this issue. Please log in to your control panel at https://www.google.com/a/(insert your domain name) to follow the necessary steps to renew your Google Apps Premier subscription. If you do not wish to continue using Premier, you can also opt to downgrade to the Standard Edition. As power poster LMckin51 has noted, your data was not impacted by this suspension, just login access to the Google Apps services (Gmail, Calendar, Sites, etc.).

We apologise again for any inconvenience this may have caused.

5 things you didn’t know about cloud backup

More from The Register

next story
Why has the web gone to hell? Market chaos and HUMAN NATURE
Tim Berners-Lee isn't happy, but we should be
Apple promises to lift Curse of the Drained iPhone 5 Battery
Have you tried turning it off and...? Never mind, here's a replacement
Sin COS to tan Windows? Chinese operating system to debut in autumn – report
Development alliance working on desktop, mobe software
Microsoft boots 1,500 dodgy apps from the Windows Store
DEVELOPERS! DEVELOPERS! DEVELOPERS! Naughty, misleading developers!
Eat up Martha! Microsoft slings handwriting recog into OneNote on Android
Freehand input on non-Windows kit for the first time
Linux turns 23 and Linus Torvalds celebrates as only he can
No, not with swearing, but by controlling the release cycle
This is how I set about making a fortune with my own startup
Would you leave your well-paid job to chase your dream?
prev story

Whitepapers

A new approach to endpoint data protection
What is the best way to ensure comprehensive visibility, management, and control of information on both company-owned and employee-owned devices?
Implementing global e-invoicing with guaranteed legal certainty
Explaining the role local tax compliance plays in successful supply chain management and e-business and how leading global brands are addressing this.
Maximize storage efficiency across the enterprise
The HP StoreOnce backup solution offers highly flexible, centrally managed, and highly efficient data protection for any enterprise.
How modern custom applications can spur business growth
Learn how to create, deploy and manage custom applications without consuming or expanding the need for scarce, expensive IT resources.
Next gen security for virtualised datacentres
Legacy security solutions are inefficient due to the architectural differences between physical and virtual environments.