Jan 30, 2025 8:58 PM UTC

Mini Incident Report

We apologize for the inconvenience this service disruption/outage may have caused. We would like to provide some information about this incident below. Please note, this information is based on our best knowledge at the time of posting and is subject to change as our investigation continues. If you have experienced impact outside of what is listed below, please reach out to Google Workspace Support using the help article https://support.google.com/a/answer/1047213.

(All Times US/Pacific)

Incident Start: 27 Jan 2025 09:00

Incident End: 29 Jan 2025 21:00

Duration: 2 days, 12 hours

Affected Services and Features:

Google Drive, Gmail

Regions/Zones: Global

Description:

Users experienced an issue where PDF annotations were not displayed when using Google Drive Web and Gmail Web for a period of 2 days, 12 hours. All PDF data was still available if downloaded.

A preliminary analysis indicates the incident was caused by a code change that incorrectly determined which portions of a PDF to display.

Google engineers mitigated the issue by rolling back the affected client builds and deployed a preventative server fix to ensure this incident does not occur again.

Customer Impact:

Affected users were unable to see PDF annotations, such as filled form fields, shapes, freehand drawing, in the previewer.

Jan 30, 2025 3:25 AM UTC

Summary:

Google Drive, Gmail Web, - Unable to see PDF annotations.

Closing Message:

The issue with Google Drive, Gmail has been resolved for all affected users as of Wednesday, 2025-01-29 18:55 US/Pacific.

We thank you for your patience while we worked on resolving the issue.

Jan 30, 2025 12:37 AM UTC

Summary:

Google Drive, Gmail Web, - Unable to see PDF annotations.

Description:

Mitigation work is currently underway by our engineering team.

We do not have an ETA for mitigation at this point.

We will provide more information by Wednesday, 2025-01-29 21:30 US/Pacific.

Diagnosis:

Google Drive Web and Gmail Web customers when opening PDFs would not see PDF Annotations (shapes, user added text, freehand drawing, etc). All PDF data is still available.

Workaround:

Download the PDF file and open them locally.

Jan 29, 2025 10:57 PM UTC

Summary:

Google Drive, Gmail Web, - Unable to see PDF annotations.

Description:

We are experiencing an issue with Google Drive, Gmail beginning at Wednesday, 2025-01-29 13:48 US/Pacific.

Our engineering team continues to investigate the issue.

We will provide an update by Wednesday, 2025-01-29 17:00 US/Pacific with current details.

We apologize to all who are affected by the disruption.

Diagnosis: Customers using Drive Web and Gmail Web opening PDFs would not see PDF Annotations (shapes, user added text, freehand drawing, etc). All PDF data is still available.

Workaround: Download the PDF file and open them locally.

Jan 29, 2025 10:16 PM UTC

Summary:

Google Drive, Gmail Web, - Unable to see PDF annotations.

Description:

We are experiencing an issue with Google Drive, Gmail beginning at Wednesday, 2025-01-29 13:24 US/Pacific.

Our engineering team continues to investigate the issue.

We will provide an update by Wednesday, 2025-01-29 15:00 US/Pacific with current details.

We apologize to all who are affected by the disruption.

Diagnosis:

Customers using Drive Web, Gmail Web, opening PDFs would not see PDF Annotations (shapes, user added text, freehand drawing, etc). All PDF data is still available.

Workaround:

Open the PDF in a different tool.