Posts tagged ‘bug’


How we fixed ‘Missing a temporary folder’ on Wordpress when the usual methods failed

18.01.2022

We’re in the middle of migrating the main Lucire site to a new server, thanks to a very dear and generous friend who’s spending his free time helping me. One error I came across on the new box was the ‘Missing a temporary folder’ error on Wordpress, and finding the usual solutions (creating a temporary folder, adding a line into the wp-config.php, doing a chmod on files in the wflogs folder) didn’t work. They may have helped, as I didn’t reverse them, but the big one, after having studied the error logs, was this, since we host using Nginx and Plesk.
   I headed to the PHP settings for the domain on the new box, then found the open_basedir setting. I changed /vol to none—after that, the uploads were fine.
   Hopefully this will help others in the same boat as it’s not immediately obvious on the web that this is a potential solution. It’s drawing two disparate strands together.

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Posted in business, internet, publishing, technology | No Comments »


Facebook pages no longer immediately update after you post

21.12.2021

With Lucire’s Twitter restored—it was a huge distraction over the last two months with various automatic posting gadgets needing to be reprogrammed, and the Twitter-to-Mastodon cross-poster still does not work (it’s what happens when you modify things that are working perfectly well: it’s impossible to put them back)—we wanted to get some of our social media back up to speed.
   So let’s get back to rubbishing Facebook, shall we?
   Because whenever we post, whether it’s through another program or directly on Facebook, the post just does not show on the page itself, unless you’re on the ultra-slow mobile edition (m.facebook.com) where you’re likely to give up before the posts begin to load. You have to wait many hours, even a day, for something to appear on the full-fat web version.
   This reminds me of those days when our Facebook walls stopped updating on the 1st of each month, presumably because someone in Menlo Park had to flip a switch to tell the website that the new month had begun. And they wouldn’t do it till it hit midnight in California since everyone on the planet must live in the one time zone.
   What’s the bet it’s a related glitch that existed at the end of 2011 and the beginning of 2012, but we need to wait till midnight in California for Facebook to know it’s a new day?
   Here’s the mobile version (albeit viewed on the desktop) earlier on Tuesday:

And here’s the web version, still unchanged 12 hours later, with the newest post after the pinned one from December 18.

   Lesson: don’t use Facebook if you wish to tell your audience something urgently. You are better off sending an email: they’re more likely to see it in a timely fashion. And if your following isn’t that big, and you need your fans to know something urgently, it might actually be quicker to telephone them! Social media—forget it.

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Posted in internet, marketing, technology | No Comments »


InShot Music Player is also forgetful, though it’s not as bad as the last two

20.08.2021

One bug that creeps up at unpredictable intervals with InShot’s Music Player—though it is not as severe as the bug on Muzio Player—is that after a while, it forgets that it should shuffle the tracks and resorts to alphabetical order, starting from the top.
   Considering this isn’t something that has affected any other music player, I find this very surprising.
   These four screenshots were taken between July and August of the recent tracks. There’s no rhyme or reason the player would suddenly go to the top of the list, but when I begin hearing the same sequence of tracks, I know something’s not right. And it has been happening since I installed the player, though the first couple of times I didn’t realize it was a bug.
   I would tell Inshot directly but my last (highly positive) email went unanswered, so a public blog post is the next best thing, in case others have come across this bug.
   With how forgetful computer programs are all the time, including the player I had on my phone prior to this, I wonder: should I invent the ini or preference file? It seems that in this universe, these haven’t been invented yet!




   On a side note, Meizu’s native music player has also forgotten to show the list of tracks, which remain linked after my herculean effort earlier this year. Its search still fails to scan the SD card.

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Posted in design, technology | No Comments »


Fixing Wordpress’s problem of fake bolds and italics

11.06.2021

I haven’t been able to find anything on this bug online, but it’s very common.
   As far as I can recall, all of our online publications that use Wordpress have themes designed or modified by yours truly. However, Lucire Rouge has a mostly bought-in theme, where my changes have been limited to a couple of CSS rules. The theme developer actually came in and helped us with a few modifications, which shows the extent to which he does follow-up for paying customers.
   But there was one thing he was never able to crack, and I don’t think it’s his fault, since it happens on a lot of websites, including Medinge Group’s (also a theme I did not design, though I did earlier ones). On both these sites, there were no bolds and italics. There still aren’t on Medinge’s.
   There are <strong> and <em> codes in there, but the bolding and obliquing are done by the browser. The font files actually aren’t loaded, so what we see are false bolds (the browser attempts to “overprint” the roman, duplicating the outline and shifting it marginally to give the illusion of a heavier typeface) and obliques, not italics (it’s the roman file pushed over 15 degrees or so). The former is particularly bad, as the outlines clash, and the result can be hollow glyphs, something that any font developer will know when one outline winds up accidentally on top of another in Fontographer or Fontlab.
   These Wordpress themes rely on Google Fonts (another sin, in my opinion) so I don’t know if the fault lies with Google or Wordpress, or the developer. If Wordpress does indeed power 70 per cent of websites, then I have to say the bug is awfully common, and I probably do see it on a very high percentage of visited sites.
   The themes allow us to select the font family, but the selection only calls a single font file from the family.


Above: A graphic clipping text from Lucire Rouge that I sent to the developer.

   The solution, as I discovered after months of toing and froing with Lucire Rouge’s theme dev, was to do your own font-linking rules in the CSS file and upload the fonts themselves to the relevant directory on the server. I must note publicly the ‘months’ were not his fault, but due to my own delay. I should not expect computer programmers to be typographers, either.
   It is something that one needs to watch out for, as the fake bolds and italics are horrible to look at, and must look amateur, even to the non-professional.



Above: Fixed at last by yours truly.

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Posted in design, internet, media, publishing, technology | No Comments »


On OneDrive, Flickr, and FLOC

19.05.2021

Yesterday, I worked remotely, and I don’t know what possessed me, but as OneDrive was activated on my laptop, I decided to save a word processing file there, planning to grab it from my desktop machine later in the day.
   Normally I would just leave the file where it was and transfer it across the network, which is what I should have stuck with.
   Heck, even transferring a file using a USB stick would have been a better idea than OneDrive.
   I hadn’t signed up to it on my desktop PC. I went through the motions, used the default settings where it said it would back up documents and pictures (while making it clear my files would remain exactly where they were). I grabbed the file I need—the entire 18 kilobytes of it—and thought nothing more. I deactivated OneDrive as I saw no real use for it any more.
   Bad idea, because most of my desktop icons vanished, and my Windows default documents’ and pictures’ folders were emptied out.
   After reactivating OneDrive, I found the lot in the OneDrive folder, and promptly moved them back to their original folders. The desktop files—the text files I had on there plus the icons—I duplicated elsewhere. Ultimately, I made new shortcuts for everything—thank goodness my laptop’s icon layout is identical to my desktop’s—and restored the three text files from their duplicate directory.
   The above took me all of a few minutes to write but in reality I spent an hour fixing this—something that Windows said would not happen.
   Chalk it up to experience—consider this fair warning to anyone who thinks of using “the cloud”.
 
 

Also in the “say one thing, do another” file for yesterday: I attempted to sign in to my Flickr account, which has not been touched since around 2008. I tried a range of addresses I had in 2006, when I originally signed up, and attempted to do password resets. Flickr: ‘Invalid email or password.’ I even tried an address that Yahoo! emailed me at in 2018 concerning Flickr, and which Flickr itself said might be the correct email (use your Yahoo! username and add ‘@yahoo.com’ to the end of it).
   I had no other option but to email their support, and mentioned that I was a paying Smugmug customer, given that the photo site now owns Flickr.
   They have responded in a timely fashion, not telling me the email I had used, but said they had sent it a password reset in there.
   Surprisingly (or maybe not, considering we are talking about another big US site again), the address was indeed one of the ones I had tried (I’m glad I kept a record). Except now it works—what’s the bet that post-enquiry, they fixed things up in order to send me that reset email?
   I thanked the support person for the reset email, but suggested that they had some bugs, and fixing them would mean less for him to do.

Don Marti linked an interesting article in The Drum in which he was quoted. Duck Duck Go, Firefox and Github have all opposed Google’s new FLOC tracking method. Meanwhile, Bob Hoffman points out that only four per cent of Apple users have opted in to tracking after the Cupertino company’s new OS opted you out by default.
   Most of the time, people tell me that they find targeted ads ‘creepy’ as they appear from site to site, so it’s no wonder that take-up has been so low with Apple users. So if not FLOC, then what?
   Well, here’s a radical idea: show ads on sites that have subject-matter relevant to the advertiser. It’s what happened before Google’s monopoly, and there were plenty of smaller ad networks that did a great job of it. The prices were still reasonable, and Google wasn’t taking a big cut of the money earned. Of course Big Tech doesn’t like it, because they won’t earn as much, and the old system actually required people with brains to figure out how best to target, something creepy tracking has tried to replace.
   The old methods, with their personal touch, resulted in some creative advertising work—I remember we had some page takeovers on Lucire’s website where the traditional header was redesigned to show off the R55 Mini, thanks to one of our earlier ad directors, Nikola McCarthy. No tracking involved, but a great brand-builder and a fantastic way for Mini to get a fashion connection. Ads with tracking are so transactional and impersonal: ‘Buy this,’ or, ‘You’ve searched for this. Buy this.’
   I doubt it does the brands much good, and before you say that that doesn’t matter, let me also add that it can’t do the humans much good, either. The user’s purpose is reduced to clicking through and buying; so much for building a relationship with them and understanding their values. That isn’t marketing: it’s straight selling. Which means the marketing departments that put these deals together are doing themselves out of a job. They’re also spending money with a monopoly that, as far as I have read, doesn’t have independently certified metrics, which 20 years ago would have been a concern with some agencies.
   I do like innovations, but every now and then, I feel the newer methods haven’t done us much good. Tracking is tracking, no matter what sort of jargon you use to disguise it.

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Posted in business, internet, marketing, media, New Zealand, publishing, technology, USA | No Comments »


NewTumbl takes things seriously

05.01.2021

I have to say I’m impressed with NewTumbl as they responded to my Tweets about potential censorship and post moderation.
   I think they will allow me to share a few points.
   First, they took me seriously. The fact they even bothered to look into it is well beyond what Yahoo, Amazon, Facebook and Google would normally do, and I’m talking about Yahoo in 1999. They also answered every point I made, rather than gloss over or ignore some. Out of their thousands or myriads of users, they were actually good enough to deal with me one on one.
   Secondly, they assure me there’s no censorship of the kind I suspected but think a temporary bug could have been behind Mbii’s inability to see my posts. They will delete illegal content, and that is the extent of it.
   Thirdly, if I may be so bold as to say this one, my understanding of the posts’ levels is correct and those moderators who objected to my content are incorrect.
   I won’t reveal more than that as some of the content refers to future actions.
   I’ve said I could put a toe in the water again over at NewTumbl, and, ‘I really appreciate you taking this seriously and certainly it all helps encourage me to return.’
   Being honest and up front really helps.
   The one thing preventing me from heading back in a flash is I’ve become rather used to adding to the gallery here. We’ll see: I felt it was ‘No way, José’ a month ago (although I always maintained a “never say never” position—I mean, it’s not Google Plus) and now it’s more ‘The jury is out.’ At the least I might pop by more regularly to see what’s in my feed.

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Posted in business, internet, technology, USA | 5 Comments »


Looks like Twitter makes up your settings, too

02.12.2020

Speaking of Twitter doing weird things, I checked out some of Lucire’s settings on there today, something I haven’t looked at for a long time.


   I do not ever recall telling them I was in Malaysia—it’s not a country we’ve even had a correspondent in—and Estonian and Welsh were never marked as languages. I’m not even that sure about Romanian since our edition there shut in the 2000s and the Twitter account dates from 2009.
   Given yesterday’s post, I should be able to be more certain: I didn’t put in Malaysia, and I didn’t put in Romanian.
   I will give them one compliment: the advertising preferences were a damned sight more accurate than anything I saw on Facebook (back when Facebook let me see them). I still deleted them though.

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Confirmed: Twitter does unfollow people

01.12.2020

Twitter bird fallen
Pixabay

People have long suspected that Twitter “unfollows” without human intervention (I’ve heard the stories for over a decade), but I never had any first-hand proof. Like the Google Ads Preferences Manager (they don’t use apostrophes in Mountain View) situation in 2011, where I initially doubted myself, thinking maybe I hadn’t opted out when in fact I had, Twitter had me thinking the same thing for years. Maybe I was never friends with that person. The technology wouldn’t have unfriended them—there would be little point. Maybe I only ever saw them in re-Tweets.
   But finally along comes a case where I know for a fact I never unfollowed someone, and he says he never unfollowed me. (Please bear with me while I use the colloquialisms without putting them into quotation marks.)
   I have a Twitter plug-in that tracks unfollowers and was very surprised when a real-world friend, Jordan, showed up on the list. I looked at his account, and, to my surprise, I wasn’t following him. I knew for a fact I was—this was one case where I was sure, and I had even replied to something of his last week. It is, as my fellow RNZ Panellist Andrew Frame put it, ‘Eureka!’ Or, to bring it out of ancient Greece and into language my contemporaries can understand: ‘You’re nicked.’ You can read the thread here.
   So just like Google in 2011—which had likely been lying to the public for two years about opting out through its Ads Preferences Manager—I am right and the technology is wrong. Back then I really had opted out and Google deceptively opted me back in, something which I point out ad nauseam on this blog. Here, neither Jordan nor I unfriended the other.
   Last year I wondered why I wasn’t following Peter Lambrechtsen, another IRL friend, but put it down to my own omission; I don’t believe that to be the case any more.
   You may wonder how hard it is for a site to keep track of who follows whom, but I have long accused Facebook of having databasing problems, based on my experience as a regular user from 2007 to 2017; surely the same thing must afflict Twitter as it scaled to milliards of users. When in doubt, don’t: experience says that when it comes to these big sites, usually it’s not your fault, but the technology’s. Twitter is as fallible as Google and Facebook.

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Posted in internet, technology, USA | 1 Comment »


Search engines favour novelty over accuracy and merit

01.10.2020

I was chatting to another Tweeter recently about the Ford I-Max, and decided I’d have a hunt for its brochure online. After all, this car was in production from 2007 to 2009, the World Wide Web was around, so surely it wouldn’t be hard to find something on it?
   I found one image, at a very low resolution. The web’s not a repository of everything: stuff gets removed, sites go down, search engines are not comprehensive—in fact, search engines favour the new over the old, so older posts that are still current—such as this post about the late George Kennedy—can’t even be found. This has been happening for over a decade, so it shouldn’t surprise us—but we should be concerned that we cannot get information based on merit or specificity, but on novelty. Not everything new is right, and if we’re only being exposed to what’s “in”, then we’re no better at our knowledge than our forebears. The World Wide Web, at least the way it’s indexed, is not a giant encyclopædia which brings up the best at your fingertips, but often a reflection of our bubble or what the prevailing orthodoxy is. More’s the pity.

I can’t let this post go without one gripe about Facebook. Good news: as far as I can tell, they fixed the bug about tagging another page on your own page, so you don’t have to start a new line in order to tag another party. Bad news, or maybe it’s to do with the way we’ve set up our own pages: the minute you do, the nice preview image that Facebook extracted vanishes in favour of something smaller. I’ll check out our code, but back when I was debugging Facebook pages, it was pretty good at finding the dominant image on a web page. Lesson: don’t tag anyone. It ruins the æsthetic on your page, and it increases everyone’s time on the site, and that can never be healthy. Time to fight the programming of Professor Fogg and his children (with apologies to Roger McNamee).



Top: The post Facebook picks up from an IFTTT script. Above: What happens to a post that once had a proper image preview after editing, and tags added.

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Posted in cars, culture, interests, internet, technology | No Comments »


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

08.09.2020

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!

    P.P.P.P.PS.: September 13, another Googler, who’s trying to be helpful.

    Hello Jack,

    Thank you for contacting us.

    Please confirm if you are using a G-Suite account. If yes you need to follow the correct steps to turn your Web & App Activity on at an administrator level. Please contact your G suite administrator or system administrator and let him know about it. Please follow the below steps so that Web & App Activity is correctly turned on. Try this with the new email you have added and let us know if you are facing the same issue.

    Web & App Activity settings in G Suite Admin.

    Regards,
    Abdul
    Google Search support team

       At this point, it was getting ridiculous, even though Abdul was being pretty nice about it all. I replied on the 17th:

    Hi Abdul:

    Thank you. I know my main address [redacted] is not part of any G Suite. I don’t know if [my school email address] is. Is there a way you can tell me if it is?
       I doubt that I would be given more privileges than the address currently has because it’s not meant to be used for non-school purposes, and as a board member of that school, it would be inappropriate for me to ask the admin.
       I only used this address as it’s the one that Google kept insisting I log in to (see screenshots of September 7), as it refused to let me log in on any other account.
       I know your next piece of advice will be to create a new account to see if it could be added to manage my contributions, as Aghrajit suggested, but I’m unwilling to start yet another presence on Google, which has more than enough information on me. Three identities seem like overkill.
       Is there no way to simply allow me to log in with the very address [redacted] you verified? I feel we are getting further and further away from the original purpose of this thread, which was to allow me to edit a knowledge panel using an email address that Google confirmed.

    Kindest regards,

    Jack

       Sivaram replied:

    Hello,

    Thank you for contacting us.

    We are looking into this. We will get back to you as soon as possible.

    Regards,
    Sivaram
    Google Search support team

    I’m not certain if I’ll update this post. I think I’ve made my point: that things at Google can be half-baked. At least this isn’t deceptive in the way the Ads’ Preferences’ Manager was so many years ago.

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