RM Unify - issues relating to Google via apps on iOS devices

Update timeline

1. investigating Nov 01, 2022, 04:02 PM UTC

   We are aware of two issues relating to Google and iOS devices: 1. when adding a new federated Google account to the Gmail or mail app on iOS, after entering the email address a 404 (not found) error is displayed; 2. when inputting a new password into the Gmail or mail app on iOS for an already configured account, a 404 (not found) error is displayed. This issue is currently limited to iOS device apps. Our recommended workaround is to use a web browser to access Gmail at https://mail.google.com/ or via your RM Unify launch pad Gmail tile. Our engineers are investigating this issue as a high priority.

2. investigating Nov 07, 2022, 10:27 AM UTC

   Our engineers are working on this issue with Google Support as a high priority. Until we have a confirmed root cause and resolution path, our recommended workaround is to use a web browser to access Gmail at https://mail.google.com/ or via your RM Unify launch pad Gmail tile. Thank you for your patience.

3. investigating Nov 10, 2022, 09:21 AM UTC

   Our engineers continue to work on this issue with Google Support as a high priority. As part of our investigation we have confirmed that all Google apps for iOS are affected. Until we have a confirmed root cause and resolution path, our recommended workaround is to use a web browser to access Google apps or via your RM Unify launch pad Google tiles.

4. investigating Nov 14, 2022, 03:37 PM UTC

   Our engineers continue to work on this issue with Google Support as a high priority. As part of Google's investigation an internal ticket has been raised to their Product Engineering Team, and an update is promised by the end of this week. Until we have a confirmed root cause and resolution path, our recommended workaround is to use a web browser to access Google apps or via your RM Unify launch pad Google tiles.

5. investigating Nov 24, 2022, 09:28 AM UTC

   Google's Product Engineering Team are actively investigating this issue, and the priority for the support call has been upgraded. Our next update from Google Support is promised early next week. Until we have a confirmed root cause and resolution path, our recommended workaround is to use a web browser to access Google apps or via your RM Unify launch pad Google tiles.

6. investigating Dec 02, 2022, 08:13 AM UTC

   Google's Product Engineering Team continue to actively investigate this as a high priority issue, and have a suspected root cause but no ETA for resolution. Until we have a confirmed root cause and resolution path, our recommended workaround is to use a web browser to access Google apps or via your RM Unify launch pad Google tiles.

7. identified Dec 08, 2022, 09:52 AM UTC

   Google's Product Engineering Team have identified the root cause as an issue with the URL length generated by iOS devices when routing authentication to Google and onwards to RM Unify. They have advised a mitigation that can be applied to the RM Unify authentication service, and early indications are positive. Once testing is complete and if the fix is verified we will look to roll out a hotfix as quickly as possible. Thank you for your patience.

8. monitoring Dec 13, 2022, 07:04 PM UTC

   This evening we have made changes to the configuration of the RM Unify authentication service. Early indications are that both issues relating to Google on iOS devices have been resolved. We will continue to monitor the service closely.

9. resolved Jan 09, 2023, 04:40 PM UTC

   Both issues relating to Google on iOS devices have been resolved.