Trouble with 2-steps verification

[Robbi]

Hi, it's now more than 36 hours that  I can't finalize the 2-steps verification.

I tried with 3 different phone numers without success...

...and I tried from two different location (home and work).

I think I have to write to assistance, but I don't know what the right procedure is.

Could you please give me some pointers?

TIA

[Patrick Kettner]

Hi Robbi

So sorry to hear about that - where are you getting this error? What are you trying to login to/confirm?

patrick

[Robbi]

Hi Patrick,

I first open my Gmail mailbox

then I click on the purple round badge at the top right where there is an "R" inside (the same you can see on this group)

then I click on "Manage your Google Account" button
then I click on "Security" (on left side column)
then, in the paragraph "How to access Google"...
I click  on "2 steps verification"
and appears the page:  https://myaccount.google.com/signinoptions/two-step-verification/enroll-welcome

I click then the button "Get Started"
I insert my phone number
and finally I click "NEXT"

A tiny black message appears at the bottom of the page for a short moment that says "Somethin went wrong. Please try again"
And a red error message appears under the phone number: "Sorry, we can't fulfill this request at this time. Please try again later or use a different phone number."

[Patrick Kettner]

thank you! To be clear, this is a general google 2fa issue, and nothing to do with extensions specifically?

[Robbi]

You are definitely right.

I posted here because I should update an extension of mine, and CWS has been enforcing this type of authentication for updates for several months now.

Can you tell me who to contact to avoid long waits?

Thank you

[Robbi]

An "expert" from "community" (LINK) answered me like this:

(translated from Italian)

"Try waiting a few days without carrying out any operations.

Then from a recognized device, register but enter the first info you entered (telephone number)."

Sounds like the typical response Roy from "IT Crowd" normally gave.

For those who don't know what I'm talking about here is a short video: 

[Robbi]

Still nothing,

it's been 5 days now that I can't activate 2-step verification and therefore update my extensions.

There is an open report where I exchanged a series of screenshots and videos with an operator.

I always get the answer to go read the guidelines and try another number.

I tried 5 mobile numbers and two landlines.

3 mobile numbers are mine and the other two are my sister's and one of my uncle's respectively  (both are aware of these proofs with their numbers and neither of them use the phone for 2-Step Verification. My uncle is almost 80 and doesn't even know what Google is).

I honestly don't have the slightest intention of buying a new sim (which costs 10 euros in my country and needs to be recharged at least once a year)

and then try again and get the same error messages.

In my country they say "cuckolded and beaten" in practice "to be made fun of, really no!!!"

Are Google's IT systems governed by "human" systems engineers or by artificial intelligence?

Should there be some flag to reset to return the security settings to their defaults or not?

[Jackie Han]

Do you first enable 2-Step verification?

Besides phone numbers, you can use a physical security key or Google Authenticator app for it.

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[Oliver Dunk]

Jackie's suggestion to try an authenticator app or physical security key sounds like a good one.

There are definitely humans behind these systems, but as I'm sure you can imagine, they are complex ones with a lot of moving parts :)

If you continue to have trouble after trying one of those please open a ticket and let me know the ID: https://support.google.com/chrome_webstore/contact/one_stop_support

I can't promise anything but I'll do my best to route it to the right people.

Oliver Dunk | DevRel, Chrome Extensions | https://developer.chrome.com/ | London, GB

To view this discussion on the web visit https://groups.google.com/a/chromium.org/d/msgid/chromium-extensions/CAAgdh1%2B0w7Zx5wV-kyRo8cmLC-NFToMGCd_-8yAGq1U15J8Pvg%40mail.gmail.com.

[Robbi]

A special thanks to @Oliver, @Patrick and the technicians behind the "one stop support"
Now everything is fine!

[Jackie Han]

Congrat! How did they solve this problem? Is this a system bug that affects everyone in this condition, or only a specific country or mobile carrier related bug. Is there anything other people can learn from your experience?

[Robbi]

Surely I can exclude that it was a problem related to my country or some network operator.
In fact, one of the first things that I verified since the first moments, it was to do a net search to exclude this eventuality.

I really don't know what to tell you; In fact, knowing what this problem has generated could be useful to others in the future.

For my part I can say that I perhaps "played" too much with this verification since I activated it before updating an extension and then I deactivated it immediately after.
Behavior that I will try to avoid as much as possible, but which I believe to have (all in all) a certain logic.
Let me explain better, in the past I happened to forget the phone at home and I stayed out of Google's services throughout the day.
This can be limited to the maximum by placing the check on the item "Do not ask for the verification on this device anymore".
Of course, staying out of G services for a day is well far to define a tragedy :-)

If, on the other hand, it was a well hidden bug in the system that jumped out at runtime only in very particular circumstances then I am happy that the technicians identified and isolated it.