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Published on October 23rd, 2014 | by What2Learn

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Google Sheets issue

We have been using Google Sheets to manage home learning for a little while. Over the past week teachers have been unable to get onto the system to add the details of home learning they are setting for their classes. While this may be a cause for celebration for students it has been a real headache. A glance at this forum post will show that it is a very widespread problem.

Essentially, users who are not logged in with a Google account are shown the message “You have been signed in to another Google property from another tab. Please reload to access this document with the signed in account” around ten seconds after accessing the sheet. They are then prevented from accessing the sheet and making any changes.

Having just come off the chat support with Google I have decided to share the results of this chat as it will be of interest to people out there suffering the same issue. Feel free to read the whole thing or scroll down to 6.23 when it got interesting.

me
5:58 PM
All users are getting this error message on Google sheets…”You have been signed in to another Google property from another tab. Please reload to access this document with the signed in account”
LOTS of people have raised this issue at this forum. //productforums.google.com/forum/#!category-topic/drive/FH6xj4CnZ20
Are Google aware of this problem and is there an anticipated time scale on a resolution?
Hello? Anybody there?
________________________________________
Google
5:58 PM
Yes, Im here.
Im sorry for the delayed response.
________________________________________
me
5:59 PM
No proble Any idea on the sheets issue?
________________________________________
Google
6:00 PM
I’ve read your description about this. Basically, this is an on going issue with sheets. Can you take a screenshot of the error message please?
Then send it to (Hidden email)
________________________________________
me
6:00 PM
Should I do that while we are on chat or should I do it after?
________________________________________
Google
6:01 PM
Yes, please
________________________________________
me
6:01 PM
The error message is word for word what I pasted at the top.
OK. Will do it now.
________________________________________
Google
6:02 PM
Thanks, and also can you share this sheets file to me with “can edit” access so I can check on my end? Just post the link here on chat.
chatsupport_bot.talk.google.com joined group chat.
Google joined group chat.
________________________________________
me
6:06 PM
(Hidden link)
The thing to note is that if logged in to a Google account it does not come up with the error message. The error message appears for people who are not logged in, even though the spreadsheet is set for everybody to access it who has the link.
Sorry for disappearing briefly – had to sign out in order to get the screenshot.
________________________________________
Google
6:08 PM
Ok, I understand. You can sign out so you can take a screenshot of it. Dont worry our chat will remain active once you signed back in.
________________________________________
me
6:11 PM
Email has been sent.
________________________________________
Google
6:13 PM
Thanks. I’ll check.
Whats the title of the sheets?
________________________________________
me
6:13 PM
HL Plan
________________________________________
Google
6:14 PM
I cant find it.
________________________________________
me
6:14 PM
Can’t find the email or the sheet?
________________________________________
Google
6:15 PM
The email
Oops, I just got it.
________________________________________
me
6:15 PM
Oh good/
________________________________________
Google
6:23 PM
Great, let me check
I just got it.
Thanks.
Now I’m going to replicate the issue on my end. If this still doesnt work, then I will have to escalate the issue to Tier 2.
________________________________________
me
6:24 PM
As I said before, a quick glance at //productforums.google.com/forum/#!category-topic/drive/FH6xj4CnZ20 should show that it is quite a widespread problem that is causing lots of issues.
________________________________________
Google
6:26 PM
I know and as I’ve said too, theres an ongoing issue with it which I believe was supposed to be resolved already.
An it is not resolved still because I’m getting the same issue on my end.
I totally apologize for the inconvenience.
________________________________________
me
6:26 PM
Don’t take this the wrong way but good!
________________________________________
Google
6:27 PM
I will forward this case to our Tier 2 so it will be fixed by our engineers.
________________________________________
me
6:27 PM
Fantastic. Thanks. I know you probably can’t answer this but I’ll ask it anyway… Any idea on time scales for this?
________________________________________
Google
6:29 PM
I cannot guarantee the time scale but try to wait within 24 to 48 hours. I’ll be sending you a follow up email too so that you can reply to me and ask for the update and I will gladly check it for you.
________________________________________
me
6:30 PM
Great. Thanks for your help. You’ve been great.

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