Feeds

Google Apps goes loopy on booted-off Premier subs customers

Mountain View fails to cough up glitch fix

Build a business case: developing custom apps

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.

HP ProLiant Gen8: Integrated lifecycle automation

More from The Register

next story
Secure microkernel that uses maths to be 'bug free' goes open source
Hacker-repelling, drone-protecting code will soon be yours to tweak as you see fit
KDE releases ice-cream coloured Plasma 5 just in time for summer
Melty but refreshing - popular rival to Mint's Cinnamon's still a work in progress
NO MORE ALL CAPS and other pleasures of Visual Studio 14
Unpicking a packed preview that breaks down ASP.NET
Cheer up, Nokia fans. It can start making mobes again in 18 months
The real winner of the Nokia sale is *drumroll* ... Nokia
Put down that Oracle database patch: It could cost $23,000 per CPU
On-by-default INMEMORY tech a boon for developers ... as long as they can afford it
Another day, another Firefox: Version 31 is upon us ALREADY
Web devs, Mozilla really wants you to like this one
Google shows off new Chrome OS look
Athena springs full-grown from Chromium project's head
prev story

Whitepapers

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.
Consolidation: The Foundation for IT Business Transformation
In this whitepaper learn how effective consolidation of IT and business resources can enable multiple, meaningful business benefits.
Application security programs and practises
Follow a few strategies and your organization can gain the full benefits of open source and the cloud without compromising the security of your applications.
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.
Securing Web Applications Made Simple and Scalable
Learn how automated security testing can provide a simple and scalable way to protect your web applications.