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Google Account has suddenly got disconnected

Kyohei Urano

I want to know whether sophos has restriction to syc google account.

In my company, we are using google workspace service and also using google drive as the storage service.

the files in google cloud are synced real time, but yesterday,  a worker said the google drive had suddenly disconnected and the files she made had all disappeared.

We didnt know why this happened and asked google support team, but they said they cannot investigate about is disconnection. they also said that those files will not be recovered because they lost connection before syncing has ended.

therefore, we still dont know the reason why this happened and also cannnot prevent this happening. 

only possible reason is the security software i think. And want to know if the same kind of things happened in other person.

sorry for my poor english but want somebody help us investigate the reason of this trouble.



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  • 0

    Thank you for reaching the community forum. 

    Our Endpoint does not have a feature to restrict Google sync. However, we have Application and web Control that can block access to applications or sites like google drive. For such a a case, this may need to be investigated locally by checking the event logs on the device to see what happened. 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    Thank you for answering my question.

    I've checked the windows logs on the device but there's nothing like Sophos caused logs.

    However, when i compared windows logs with other device that syncs g drive correctly, i found there is one difference between them.

    It is that the device in trouble with G Drive has a log described like 'Warning: no matching IRPs found for reply'.

    Do you know what it means and whether it's caused by Sophos?

     

  • 0 in reply to Kyohei Urano

    Thank you for your response. I did try checking, but based on our archive, I don't see such an event message being logged under our endpoint product. I did some further digging and found this event on Github, but there aren’t many details.

    https://github.com/google/google-drive-dokany/blob/master/src/sys/event.c  

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
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