Jack Yan
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The Persuader

My personal blog, started in 2006. No paid posts.



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08.09.2020

Google’s knowledge panels: they don’t know how to give access to a verified user

After my last post, it seemed fair to give Google a chance to respond. I filed some feedback with them, and, surprisingly, I got a reply. But then I was taken around in circles, again, just like in 2009, though the respondents aren’t arseholes like ‘Chuck’ all those years ago.

I clicked to claim this knowledge panel. You send me a verification. In that verification you have ‘Review info’. It’s just a blue box. I can’t click on it or do anything with it. Then when I go to the page to publish on Google Search, you tell me my address doesn’t have permission. I can’t remember how I got there, but you also show me another window saying someone is already managing my company on Google. That can’t be so as I’m the only person logged in via the Search Console and you verified that I was the right person.

   Google’s first response (links removed):

Hello Jack,

Thank you for contacting us.
   You are currently the verified owner of the knowledge panel entity “Lucire”. If you don’t see “Suggest an edit” option at the top of your knowledge panel, please confirm that you’re logged in to a Google account that was used for the verification. Also, check that your Web and App activity is turned on. If you are using a G Suite account, turn on the Web & App Activity settings in G Suite Admin.
   If this issue still persists, please send us the following so that we can investigate further, examples of these images are attached:

  • A screenshot of your knowledge panel (please make sure that your verified email/Google account name is visible at the top right-hand corner); and
  • A screenshot of your “Web & App Activity” page.
  •    Also, we’re hoping to bring more features to you in the future. Unfortunately, Posts on Google is not open to every entity at this time.

    Regards,
    Jay
    Google Search support team

       It would be rude not to comply.

    Hi Jay:

    I really appreciate your reply. In the past, whenever I’ve contacted Google, I get radio silence, so I’m really happy you’re there.
       I signed in as me but there’s no ‘Suggest an edit’. I fail on the first hurdle, actually, as I believe I had turned my web activity off a while ago. Unfortunately, there’s no way for me to turn it back on or to access the first link you gave me.
       I have a Gmail with a school I work with. Even though I’m logged in with [redacted], the verified address, I get prompted to log in with my school address when I hit your first link. I switch accounts, which is the logical thing to do, and log in again. Except the site prompts me to log in with my school address. It’s a never-ending loop.
       Hopefully the attached screenshots will help with troubleshooting or to find out what I’m doing wrong.
       The browser is Opera, which is Chromium-based, and it has no privacy settings or blocked cookies that might prevent me from accessing Google.

    Thank you,

    Kind regards,

    Jack


    Above: This is the knowledge panel screenshot Google keeps asking me for. I’m logged in, with the verified address, and there’s no ‘Suggest an edit’ as they claim. That’s actually why I contacted them—because I’m literate and I’ve already read their instructions, which are either wrong, or I’m encountering something unexpected on their systems.





    Above: What happens when I click on Google’s web and app activity link that their reps send me. It asks me to verify my email but it’s the wrong address (this is the school one). I click ‘Next’ and get to the second screen, where I can choose the address that Google confirmed was the verified address, and the one used for its own search console. Notice the verified address has a green circle with a J inside it, just like in the top image. I then get taken to the third screen, but note that I have not been logged in. I sign in again. And guess what? We’re back to square one.

       This is where it starts to go awry, because despite a really good start from Jay, who confirmed that my regular address was the one that was verified to edit Lucire’s knowledge panel, I next receive this.

    Hello Jack,

    If you got your Google Account through work or school, you might need to contact your administrator to turn on the Web & App Activity additional service for your organization.
       If this issue still persists, please send us the following so that we can investigate further, examples of these images are attached:

  • A screenshot of your knowledge panel (please make sure that your verified email/Google account name is visible at the top right-hand corner); and
  • A screenshot of your “Web & App Activity” page.
  •    Also, please confirm that you’re logged in to a Google account that was used for the verification and check that your Web and App activity is turned on. If you are using a G Suite account, turn on the Web & App Activity settings in G Suite Admin.

    Regards,
    Jay
    Google Search support team

       I fired this off in reply to Jay.

    Hi Jay:

    Thank you. A couple of things here.
       The school account has nothing to do with this. I’m just saying that your server keeps defaulting to the school account and every time I log in with the correct verified account, it logs me straight out again. Every time I switch to the correct account, your system doesn’t like it.
       You already have the screenshots. I already sent the screenshot with the knowledge panel. I have re-attached it. This is logged in with the correct, verified account, the one that’s used for the search console, and the one that was used to claim the knowledge panel.
       As explained, your server will not let me in to get a screenshot of the web and activity page.
       I am logged into the correct account.
       As explained, you will not let me get to the web and activity page in order to get a screenshot.

    Kind regards,

    Jack

       Jay wasn’t the only one on my case. Tanvi sent me something even more left-field.

    Hello Jack,

    As informed please, you might need to contact your administrator to turn on the Web & App Activity additional service for your organization.
       Also, please confirm that you’re logged in to a Google account that was used for the verification and check that your Web and App activity is turned on. If you are using a G Suite account, turn on the Web & App Activity settings in G Suite Admin.
       If this issue still persists, please send us the following so that we can investigate further, as per attached image format:

    • A screenshot of your knowledge panel (please make sure that your verified email/Google account name is visible at the top right-hand corner); and
    • A screenshot of your “Web & App Activity” page.

    Regards,
    Tanvi
    Google Search support team

       Notice how they keep asking for the knowledge panel screenshot, and I keep sending it, but no one cares.
       And they keep wanting this web and app activity page, which they won’t let me access. My response to Tanvi:

    Hi Tanvi:

    I am the administrator for my organization. There is no one else.
       I am logged in to the account used for verification.
       As explained, I cannot access the web and app activity page. Every time I do, you log me off.
       I do not know what a G Suite is.
       I re-attach for the third time the knowledge panel.
       I cannot make a screenshot of my web and app activity page because you will not allow me access to it.

    Kind regards,

    Jack

       They just need to check their own records to find I am the only person registered to look after Lucire, and if I’m not, then their security holes are pretty damned massive. But doing something logical like that might cut to the chase too quickly, and we know from 2009 that Google likes giving you the run-around. I don’t know who teaches them customer service but I bet it’s the English.
       They keep asking for a web activity page that their own systems won’t let me access.
       I think we can realistically chalk this one up to another failed Google service. I hope they can get it cleared up, as the knowledge panel is Wikipedia-based and, therefore, not accurate. While I don’t use Google, I know the majority of people do. I’ll continue being as nice as I can, as I want to see this fixed, but somehow I don’t think it will be remedied any time soon. The folks on the frontline won’t understand why their systems cannot accept that one person has two separate email addresses and two separate Google accounts, one linked to each. You’d think I was the first person ever to have two email addresses, just like Marty McFly telling his uncle that he has two television sets in 1955.

    PS.: It just gets nuttier. Just because you keep asking the same things doesn’t mean the answers will change.

    Hello Jack,

    Thanks for proving screenshot but please provide screenshots as per attachment only.
       Please confirm that you’re logged in to a Google account that was used for the verification and check that your Web and App activity is turned on.
       To get access to your suggest and edit, please contact your G-Suite Admin. If you are using a G Suite account, turn on the Web & App Activity settings in G Suite Admin. To know more about G Suite please look into G suite Help Center.

    Regards,
    Tanvi
    Google Search support team

       Here you go, Tanvi. We can keep going around in circles and your firm will look more and more useless.

    Hi Tanvi:

    I have provided screenshots as attachments. I don’t know any other way to send you screenshots.
       Again: I am logged in to the correct Google account and it was the one used for verification.
       Again: I do not know if web and app activity is turned on because you will not let me access it.
       There is no G Suite. I am not using a G Suite. I am the only person authorized to deal with this. I am the admin.
       Please check your records. You will find that there is no one else authorized to deal with this matter. Mine is the only account that deals with the search console and it is the only account verified to edit the knowledge panel.

    Kind regards,

    Jack

    P.PS.: September 10. Where did we get up to? I forget, because the same thing keeps happening. It’s Groundhog Day at Google.
       Right, it’s back to Jay.

    Hello Jack,

    The screenshot that you have provided is not in the correct format, please resend the following screenshot in correct format so that we can investigate further, example of the image is attached:
    A screenshot of your knowledge panel (please make sure that your verified email/Google account name is visible at the top right-hand corner). Please refer to the attached screenshot.

    Regards,
    Jay
    Google Search support team

       Fair enough. Jay included a screenshot of exactly what he wanted. I send this to Jay. (It makes no difference. See below.)

    Hi Jay:

    I wasn’t sure what you meant by correct format but the screenshot helps. Please find that attached.

    Kind regards,

    Jack

       SaiKumar is now on the case. He’s got what I sent to Jay.

    Hi Jack,

    Thank you for providing the screenshots.

    Could you now please try the following and let us know if anything has changed? If not, please send screenshots.

  • Incognito mode
  • Mobile device
  • Different web browser
  • A screenshot of your “Web & App Activity” page (please make sure that your verified email/Google account name is visible at the top right-hand corner).

    Regards,
    SaiKumar
    Google Search support team

       This seems pretty reasonable.

    Hi SaiKumar:

    I’ve attached what I see in incognito mode. I’ve also attached the same screenshots using a fresh copy of Edge instead of Opera.
       I can’t help you on a mobile device, sorry. It’s not something I’m prepared to use.
       As discussed, Google will not let me access the web and activity page so I cannot supply a screenshot for you. What happens when I click on the link in your email is explained in my email sent on September 7 at 22.51 GMT.

    Kind regards,

    Jack

       How many times to I have to tell them that they won’t let me access the web and app activity page? They keep asking, I keep telling them I can’t access it, and they ask again.

    Hello Jack,

    Thank you for sharing screenshot.
       We need your a screenshot of your “Web & App Activity” page for our investigation. You are only providing screenshot of knowledge panel (please make sure that your verified email/Google account name is visible at the top right-hand corner).

    Regards,
    Tanvi
    Google Search support team

       At this point, I have my doubts if Google’s staff is even literate.

    Hi Tanvi:

    I don’t know how many times I have to tell you, Jay and Saikumar this, but I cannot give you a screenshot of the web and app activity page because your system will not let me access it. Please see my email from September 7, 22.51 GMT.
       I have already provided you with the correct screenshot from the knowledge panel page but here it is again, from two different browsers.

    Regards,

    Jack

       OK, I shouldn’t have sent Tanvi those SERP screenshots again, but what’s the bet she’ll come back and demand I send her the web and app activity page screen that they won’t let me access?

    P.P.PS.: This feels like the final email for now.

    Hello,

    Thank you for contacting us. We are looking into this. We will get back to you as soon as possible.

    Regards,
    Tanvi
    Google Search support team

    I thanked her and I think we can leave it there for the next few years.

    P.P.P.PS.: I actually got a reply (September 12, 21.56 GMT). Links removed because I can’t be bothered making them active.

    Hi Jack,

    Thank you for patiently waiting while we looked into the query for you.

    We would request you to try to claim the knowledge panel using a different Google account. If you don’t have one, then create a Google account. Once you create a Google Account, use the email address to add it in the account. Please follow these steps in order to add users to your account:

  • Visit https://www.google.com/search/contributions/manage
  • Under “Add people to this account”, click Start now.
  • If you need to switch accounts, use the dropdown menu next to your profile image to select the account you want to manage.
  • Click Add new user.
  • Enter the Google email address of your new user.
  • Choose whether the user gets manager permissions. To grant manager permissions, move the toggle to the right.
  • Click Invite.
  • You can set different permission levels for users:

  • Manager: Can suggest changes to the knowledge panel, and add or remove users.
  • Owner: The primary user on the account, and has the same permissions as managers.
  • Contributor: Can suggest changes to the knowledge panel.
  • You can read more about updating users here.
    Regards,
    Aghrajit
    Google Search support team

    I followed his instructions as they seemed pretty reasonable but, as it’s Google, they’re not really supposed to work.

    Hi Aghrajit:

    Thank you for your detailed instructions. I have followed them, added my other Google account [redacted], and invited myself as a manager.
       I received the Google confirmation and clicked on ‘Get started’.
       However, there is no link to allow me to claim the knowledge panel, just a link to give general feedback, as though I were a regular user. I don’t have any additional privileges.
       Please find the resulting screenshots attached.

    Kind regards,

    Jack

       I think they need to face the fact that their knowledge panels don’t work as advertised, a bit like how their blog review process didn’t work as advertised, or how their anti-malware warnings didn’t clear as advertised, or how their Ads Preferences Manager didn’t work as advertised, etc. Remember, this is the company that didn’t even know where the White House was in Google Earth—and it was version five when I discovered this!

    Related posts

    Filed under: internet, publishing, technology, USA—Jack Yan @ 10.06

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