pinned items are disappearing when using multiple account sign-in

[DennisLfromGA]

We received a post in the Pixelbook help forum about this subject:

My pinned items are disappearing for whichever user logs in second (during the same session).

The OP reported it via Alt+Shift+i but we won't see a response or know of any action taken if any, so I'm asking here. 

I'm reposting the topic linked above for convenience:

Here's what I've submitted to the product team via Alt+Shift+i ...

 

Hardware:
Pixelbook, purchased about 2 weeks ago (early Jan 2020) via the Google website directly.

 

Issue:
We're having an issue with the shelf's pinned items disappearing for the second signed-in user, when using multiple sign-ins during the same session (i.e. when someone logs in, and then a second user logs in via the clock menu and "Sign in another user").

 

Contextual information:
Our pinned items should be as follows (e-mails are falsified for privacy reasons)...
us...@gmail.com: Google Chrome, Gmail, Play Store, Calendar, Netflix, Spotify, Keep Notes, Home, Slides, Khan Academy, Amazon Kindle
us...@gmail.com: Settings, Files, Google Play, Netflix, Spotify, Photos, Chrome, Yahoo Mail, Google Drive, Calendar, Google Home

 

Issue Scenario 1:
The pinned items for us...@gmail.com properly show up (see above list) when I restart the Pixelbook and then log into that account first. Then, I open the status area via the clock in the shelf, click the account picture, and select “Sign in another user”. Then, I sign into my wife’s account (us...@gmail.com), and her pinned items are wrong. The pinned items that show up are: Settings, Files, Photos, Google Chrome, Google Drive. (See above for what her items should be.)

 

Issue Scenario 2:
The pinned items for us...@gmail.com properly show up (see above list) when I restart the Pixelbook and then log into that account first. Then, I open the status area via the clock in the shelf, click the account picture, and select “Sign in another user”. Then, I sign into my account (us...@gmail.com), and my pinned items are wrong. The pinned items that show up are: Google Chrome, Gmail, Slides.

 

Troubleshooting already done:
- Restart the computer.
- Pin and unpin various items to test what sticks.
- Try logging in to different accounts first/second using the multiple logins approach. (Note, the issue does not appear unless using multiple logins during the same session. When one user signs out and another signs in, the pinned shelf items are correct. However, this should not be required in order for the shelf to function properly.)
- Reach out to customer support via chat. I talked to Vince on Jan 19 from somewhere between 3 to 5 PM, both on the chat and on the phone. He asked me to perform a hard reset, and when this didn’t resolve the issue, he asked me to perform a Powerwash and factory reset. He talked to me over the phone, and we found that this still didn’t resolve the issue, so he asked me to submit feedback via this method, and said it would go straight to the Product team so you could use it to help you upgrade the OS for future releases. I have a log of our full chat room conversation saved to my Google Drive.

I think the OP did a great job of documenting and troubleshooting the issue, our main question is, is this WAI? 

Will the pinned apps for the second user NOT include all their apps - just the default ones?

Thanx for your indulgence,

~Denny

[DennisLfromGA]

I just discovered a crbug that may be the same or related:

> Issue 1012777: Pinned icons disappear after a while

I've commented on it in hopes of finding some relation and a possible fix.

~Denny