A Norwegian girl, living abroad, enabled "auto upload my pictures to Google+" on her phone and for some reason they end up in a Norwegian IT journalists Google+. Everything from full passport details to regular photos are uploaded. The journalist can see Geo location etc as well. Google keep stating it is not possible and the journalist are experiencing problems contacting Google.
In particular I've found race conditions and memory corruption to result in particularly fun "impossible" situations.
I try to say "I don't understand the mechanic by which that could occur, can you reproduce it?" and if they can then I have to figure out /how/ they can.
You should never deny the evidence. When you say "It's not possible", something in your understanding is obviously mistaken. Maybe your understanding of the evidence, maybe your understanding of the problem, but somewhere you're wrong. Your job now is to find out where you're wrong.
The correct response in such situations is "What am I wrong about?"
I've lost count of how many times I've seen the Can't Happen mindset delay resolution of an issue. It's a genuine problem.
> I've lost count of how many times I've seen the Can't Happen mindset delay resolution of an issue. It's a genuine problem.
> When you say "It's not possible", something in your understanding is obviously mistaken.
Not necessarily. Bear in mind that the "error" data itself can be wrong too, for many reasons -- some benign, some not so much. People can and do lie and make mistakes.
In the public sphere things are even more fraught. There are people who loathe $COMPANY and would love to see their services discredited. On the other hand, $COMPANY's legitimate success depends to some extent on people's perception of their reliability, so they have a right to defend themselves.
I think a reasonable response from $COMPANY in this case is "1) That's impossible", to reassure skittish customers, and "2) We'll work directly with the person having the problem and report back, stay tuned" to show respect and responsiveness (and potentially humility later).
If you were running your own company, paying the salaries of your employees and serving your investors, would you do otherwise?
It's loathsome that you ask.
Saying "We don't think this is possible on our end but are investigating to help wherever we can" is different than saying it is not possible.
I usually use "That shouldn't be possible" - whether it is possible or if it's user error then often depends on the maturity of the system.
On a new system pretty much anything is possible. On a system battle-tested for years by thousands of users the possibility of encountering program bugs drops dramatically.
This is where good supporters become very valuable. They will be able to learn the solutions to common problems that users face and determine if it´s user error, other errors like OS problems or if it's something new that should be investigated by the developers.
Of course if the bug is reproducible then it's a different matter. But any developer who doesn't take a well-described and reproducible bug report seriously should probable find a different job.
It's enough to get quite a few visitors who were aiming for the popular site.
The first time you start the Google+ app, it will ask you if you want to enable Instant Upload (which uploads to a private album from which you can publish). Prior to that it doesn't do anything with your photos.
I have them syncing with DropBox intentionally.
It asks you if you want the uploads to take place when you first setup the app.
I may not be correct about 'any' android phone though. I've only used stock and several custom ROM on Galaxy Nexus ranging from version 4.0.4 to 4.2.2. After you add a Google/gapps account you'll see this in sync setting- http://s24.postimg.org/fxbv98s05/Screenshot_2013_04_28_23_42... . I've found 'Google Photos' always checked by default. First time this feature was introduced, I didn't notice and my G+ filled up with random images from my mobile gallery. Since then I consciously turn this off everytime I flash a ROM.
Edit: so you don't necessarily need Google+ app installed for this to happen.
I don't really mind though. Good backup.
That's the same way malware/toolbars get installed...
1. buy new note2 from att, register google account, skip samsung and att setup.
2. buy new s3 from amazon unlocked, register google account, skip samsung setup.
3. never even open G+ app on both phones
4. take a picture
5. wait an hour
6. you get a notification "pictures you took are ready for sharing" i.e. they are already uploaded against your will and out of your knowledge.
If someone complain about a bad Android default or behavior in a non nexus device, and you have a nexus device, just stay put!
Nexus are a completely different beat when it comes to user control, ok?
Not only does it come pre-installed but you also can't uninstall it.
Admittedly it's been a long time since I tried, perhaps they fixed it since then.