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Google still working to restore Gmail services

Web giant apologies for loss of Google Mail

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Google has apologised for losing access to some Google Mail accounts and has promised to restore full access to those accounts still affected by Sunday’s rogue software update.

Writing on a blog post, Ben Traynor, Google’s vice president for engineering and site reliability czar said: ‘Imagine the sinking feeling of logging in to your Gmail account and finding it empty. That’s what happened to 0.02% of Gmail users yesterday, and we’re very sorry. 

‘The good news is that email was never lost and we’ve restored access for many of those affected. Though it may take longer than we originally expected, we’re making good progress and things should be back to normal for everyone soon.’

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The message was posted after some Google Mail users began having problems accessing their accounts. According to a number of posts on the Gmail help forum, some found they could not log into their email, while those who could login discovered that many years’ worth of email had disappeared from their inbox folders.

The problem was caused by the release of a storage software update, Traynor explained. ‘[This] introduced an unexpected bug, which caused 0.02% of Gmail users to temporarily lose access to their email. When we discovered the problem, we immediately stopped the deployment of the new software and reverted to the old version.’

He said Google would publish a incident report detailing what had happened as well as the corrective actions it was taking to prevent future incidents.

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