Welcome!

Release Management Authors: Pat Romanski, Elizabeth White, David H Deans, Liz McMillan, Jnan Dash

Blog Feed Post

Google Apps Assassinated My Domain – BEWARE!

By

I’ve been a long-time user of Google Apps and have recommended it to dozens of colleagues and associates. I currently use both the Standard (free) and Enterprise (paid) version of apps for several very high profile and long-standing domains. I’ve always considered it to be a reliable and cost-effective option for providing core email, calendar, and other services. However, I’ve recently fallen victim to activity by Google that demonstrates how an enterprise is placing their operations at risk if using Google Apps for their domain.

The first indication that there was a problem was an error message on my iPhone indicating that the password was incorrect for the domain in question. Since the password hadn’t been changed recently, I decided to investigate from my desktop by trying to log into the account. I was greeted with a message that stated “This account has been disabled” and a recommendation to change my password if I was having problems.

I followed the process for changing the password successfully and attempted to log in again. “This account has been disabled.” I consulted Google and found no helpful forum or blog postings on how to resolve this issue. I searched for a way contact Google associated with this issue. No luck. There is an option to obtain dial-in support, but that requires access to your account PIN and since I couldn’t log into the Apps admin panel, I couldn’t obtain the PIN. If you call Google Apps support, there is no way to proceed without the PIN.

I decided to post a message on the support forum for Google Apps. After ten days, there were no replies from other users or “advisors” from Google despite my attempt to bump the thread.

So let’s recap the impact to the domain after more than 7 days:

No email – not only could I not send and receive email, when folks tried to email me they got a hard bounce (account disabled). It is one thing to disable access to email, but bouncing email is catastrophic as communications completely fail instead of being queued in the inbox until the issue is resolved.

No App services – Calendar, Docs, Drive, and all Google App services are completely blocked. These are not critical for this domain in particular, but would be high impact if denied for some of my other domains.

Things were starting to get desperate. What could I do to restore email? Migrate the MX entries to another provider?

Ninety-six hours later, still no resolution. I’ve deliberately delayed migrating to another service provider so that I could provide an accurate perspective and timeline for this blog post, but it would appear that Google had successfully denied service to the business with no way to seek resolution.

I’d searched my email for this domain and the back-up email associated with the domain. There had been no correspondence from Google indicating an issue with the domain or an attempt to notify me of an impending or enacted disabling of the account. Google App services on the domain were killed with no explanation and no recourse.

In desperation, I decided to try and social engineer my way to support. I dialed in and entered the PIN from another one of my domains and once I got a human on the phone explained my issue. They promised they would look into it and call me in a few hours. I gave them my home and mobile numbers and made them promise to call back before hanging up. You guessed it, no call back. During that dial-in process, I was able to get a trouble-ticket issued so after a day I emailed Google Apps support in reference to that trouble ticket. Within a few days I had elevated it to a senior support person who suddenly emailed me a resolution:

“I have reviewed you case and can see that your account was incorrectly disabled due to an internal issue which our technical team has now resolved.

Therefore I have gone ahead and re-enabled your account and you should now be able to log in to use Google Apps.

I am sorry for the inconvenience caused. I understand that you were without access to the Google Apps services and I really appreciate your patience whist we have worked through this issue.”

The problem is now fixed, but not without significant impact to the domain in question and no explanation from GOogle as to how an “internal issue” can disable a business for over a week.

If you are currently using Google Apps for your domain, or considering the service, I would recommend you be aware that you are placing your livelihood in the hands of Google, which has no incentive to provide reliable services or support. Google can disable your domain services at their sole discretion with no recourse other than to move to an alternative service provide and social engineer a resolution that took over a week to resolve.

I’ll be looking at Rackspace and Microsoft as alternative service providers and appreciate any recommendations you may have regarding your experiences with those services.

Read the original blog entry...

More Stories By Bob Gourley

Bob Gourley writes on enterprise IT. He is a founder of Crucial Point and publisher of CTOvision.com

@ThingsExpo Stories
Cloud-enabled transformation has evolved from cost saving measure to business innovation strategy -- one that combines the cloud with cognitive capabilities to drive market disruption. Learn how you can achieve the insight and agility you need to gain a competitive advantage. Industry-acclaimed CTO and cloud expert, Shankar Kalyana presents. Only the most exceptional IBMers are appointed with the rare distinction of IBM Fellow, the highest technical honor in the company. Shankar has also receive...
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, introduced two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a multip...
Business professionals no longer wonder if they'll migrate to the cloud; it's now a matter of when. The cloud environment has proved to be a major force in transitioning to an agile business model that enables quick decisions and fast implementation that solidify customer relationships. And when the cloud is combined with the power of cognitive computing, it drives innovation and transformation that achieves astounding competitive advantage.
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, discussed the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
Detecting internal user threats in the Big Data eco-system is challenging and cumbersome. Many organizations monitor internal usage of the Big Data eco-system using a set of alerts. This is not a scalable process given the increase in the number of alerts with the accelerating growth in data volume and user base. Organizations are increasingly leveraging machine learning to monitor only those data elements that are sensitive and critical, autonomously establish monitoring policies, and to detect...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settl...
In his session at @ThingsExpo, Dr. Robert Cohen, an economist and senior fellow at the Economic Strategy Institute, presented the findings of a series of six detailed case studies of how large corporations are implementing IoT. The session explored how IoT has improved their economic performance, had major impacts on business models and resulted in impressive ROIs. The companies covered span manufacturing and services firms. He also explored servicification, how manufacturing firms shift from se...
DevOpsSummit New York 2018, colocated with CloudEXPO | DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City. Digital Transformation (DX) is a major focus with the introduction of DXWorldEXPO within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of bus...
The Jevons Paradox suggests that when technological advances increase efficiency of a resource, it results in an overall increase in consumption. Writing on the increased use of coal as a result of technological improvements, 19th-century economist William Stanley Jevons found that these improvements led to the development of new ways to utilize coal. In his session at 19th Cloud Expo, Mark Thiele, Chief Strategy Officer for Apcera, compared the Jevons Paradox to modern-day enterprise IT, examin...
IoT solutions exploit operational data generated by Internet-connected smart “things” for the purpose of gaining operational insight and producing “better outcomes” (for example, create new business models, eliminate unscheduled maintenance, etc.). The explosive proliferation of IoT solutions will result in an exponential growth in the volume of IoT data, precipitating significant Information Governance issues: who owns the IoT data, what are the rights/duties of IoT solutions adopters towards t...
Amazon started as an online bookseller 20 years ago. Since then, it has evolved into a technology juggernaut that has disrupted multiple markets and industries and touches many aspects of our lives. It is a relentless technology and business model innovator driving disruption throughout numerous ecosystems. Amazon’s AWS revenues alone are approaching $16B a year making it one of the largest IT companies in the world. With dominant offerings in Cloud, IoT, eCommerce, Big Data, AI, Digital Assista...
Organizations planning enterprise data center consolidation and modernization projects are faced with a challenging, costly reality. Requirements to deploy modern, cloud-native applications simultaneously with traditional client/server applications are almost impossible to achieve with hardware-centric enterprise infrastructure. Compute and network infrastructure are fast moving down a software-defined path, but storage has been a laggard. Until now.
Digital Transformation is much more than a buzzword. The radical shift to digital mechanisms for almost every process is evident across all industries and verticals. This is often especially true in financial services, where the legacy environment is many times unable to keep up with the rapidly shifting demands of the consumer. The constant pressure to provide complete, omnichannel delivery of customer-facing solutions to meet both regulatory and customer demands is putting enormous pressure on...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
DXWorldEXPO LLC announced today that All in Mobile, a mobile app development company from Poland, will exhibit at the 22nd International CloudEXPO | DXWorldEXPO. All In Mobile is a mobile app development company from Poland. Since 2014, they maintain passion for developing mobile applications for enterprises and startups worldwide.
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
IoT is at the core or many Digital Transformation initiatives with the goal of re-inventing a company's business model. We all agree that collecting relevant IoT data will result in massive amounts of data needing to be stored. However, with the rapid development of IoT devices and ongoing business model transformation, we are not able to predict the volume and growth of IoT data. And with the lack of IoT history, traditional methods of IT and infrastructure planning based on the past do not app...