Google Cloud Platform project suspended

[Ed Fleisc]

I've received an email from Google saying they were suspending my project due a violation of Terms of Service by mining cryptocurrency. First time I hear about cryptocurrency!  Right after that the access to my project was blocked. I has been over 24 hours and we have been desperately trying to contact Google but don't get any replies at all. We sent an Appeal explaining the details of our test project, emails and nothing.

We are doing some testing with IoT devices and we don't have that data backup anywhere else, everyone is freaking out as we need this information for an important upcoming meeting on Monday.  We can't even access the snaptshots/images to least try downloading an image of the server.

Can google completely shutdown the access to the account? Wouldn't it make more sense for them to just disable the account to start the servers until the issue is resolved?  which clearly is a mistake, unless our server has been hacked.

Is there any other way to contact Google? (that we can actually get a response)... Everyone is blaming me, because Google Cloud was my choice for these tests. I never thought something like this could happen.

Thank you!

Ed

[Paul Nash]

Ed, sorry to hear about this situation. I've alerted our abuse operations team to look into this for you. If you could please reply directly to me (but not the group) with your project name as referenced in the email, it will help make sure we're looking at the right case.

Note, there should be 72hrs minimum between the email notice and any suspension action. Currently suspension is a pretty broad action, but we're working on making it more selective, if we're able to tell what the impacted resources are (we aren't always able to).

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[Guillaume Demonet]

I've received the exact same email while working on a school project involving numerous simulations (Monte Carlo methods).

This project is due for tomorrow and I don't have any way to access data backups... Is there any way you could send me an image of the VM's drive ?

Also, unlike what Paul said, the suspension action was immediate after the email notice. I wish you guys can fix this behavior and hope no one endures the same trouble.

Thanks a lot for your help,

Guillaume 

[Michael Basilyan]

Hi Guillaume,

Please send me your project id offline (by dropping the gce-discussion) group and I will forward it to the right folks to get your project reinstated. 

My sincerest apologies about the situation. We're actively working on improving our detection mechanisms and policies. 

Mike

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[Paul Nash]

Hi all, just for the record in this public forum, several Googlers spoke with Guillaume this morning, and we successfully discovered that his VMs had been taken over by a hacker, who then started mining cryptocurrency (as they often will do, it makes them "money" for free). The details of what happened are his private information, so I'll let him choose whether to share more about what occurred.

In cases like these, the shutdown is a protective measure. If a VM is exploited, "stealing" usage to mine cryptocurrency is merely the *least* dangerous thing a hacker could do. They could instead steal or destroy your data, install ransomware, or other more malicious activities. We often can't know exactly what's going on because we don't look inside VMs as a rule, so we act fast to prevent the legit customer from losing money or their data, but we understand it's disruptive, and are working on better ways to notify and address the situation if possible.

In these cases, we are caught in the middle, and have to balance between disruption of the legitimate customer on the one hand, and allowing their systems to be at risk by not shutting them down on the other (while we wait for a response, for example). It's a tough tradeoff, complicated by the fact that many customers do not respond to our abuse notice mails. We appreciate your continued feedback on how you think this can best be handled.

We've been seeing an increasing number of customers whose VMs have been compromised without their knowledge. This seems to be an odd consequence of the strong customer growth and awareness of Google Cloud that we're seeing in the market, but it's unfortunate all the same. It's very important to be sure to follow best security practices in the Cloud, including carefully controlling what software you install and make available via internet-facing IPs, and being sure to keep that software up to date. Hackers are well aware of the IP ranges used by Google, and scan these ranges constantly, looking for people's accounts that can be taken over. This problem is not unique to Google's cloud, however we will continue working on providing more and better detection and prevention tools to help customers as much as we can.

I hope this helps explain a little more about what's going on and our approach to protecting customers against these issues.

Thanks,

-Paul

On Thu, Jan 5, 2017 at 2:27 AM, Guillaume Demonet <demonet....@gmail.com> wrote:

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[tappy cash]

Hi all,
We faced the same issue few minutes ago, and the VM instance is no more accessible immediately, even we are not able to submit an appeal.
We are running a Tomcat server and a Postregsql instance, we have nothing to do with cryptocurrency and mining.
Any help pleae!

Regards

On Friday, January 6, 2017 at 3:00:14 AM UTC+1, Paul Nash wrote:

Hi all, just for the record in this public forum, several Googlers spoke with Guillaume this morning, and we successfully discovered that his VMs had been taken over by a hacker, who then started mining cryptocurrency (as they often will do, it makes them "money" for free). The details of what happened are his private information, so I'll let him choose whether to share more about what occurred.

In cases like these, the shutdown is a protective measure. If a VM is exploited, "stealing" usage to mine cryptocurrency is merely the *least* dangerous thing a hacker could do. They could instead steal or destroy your data, install ransomware, or other more malicious activities. We often can't know exactly what's going on because we don't look inside VMs as a rule, so we act fast to prevent the legit customer from losing money or their data, but we understand it's disruptive, and are working on better ways to notify and address the situation if possible.

In these cases, we are caught in the middle, and have to balance between disruption of the legitimate customer on the one hand, and allowing their systems to be at risk by not shutting them down on the other (while we wait for a response, for example). It's a tough tradeoff, complicated by the fact that many customers do not respond to our abuse notice mails. We appreciate your continued feedback on how you think this can best be handled.

We've been seeing an increasing number of customers whose VMs have been compromised without their knowledge. This seems to be an odd consequence of the strong customer growth and awareness of Google Cloud that we're seeing in the market, but it's unfortunate all the same. It's very important to be sure to follow best security practices in the Cloud, including carefully controlling what software you install and make available via internet-facing IPs, and being sure to keep that software up to date. Hackers are well aware of the IP ranges used by Google, and scan these ranges constantly, looking for people's accounts that can be taken over. This problem is not unique to Google's cloud, however we will continue working on providing more and better detection and prevention tools to help customers as much as we can.

I hope this helps explain a little more about what's going on and our approach to protecting customers against these issues.

Thanks,

-Paul

On Thu, Jan 5, 2017 at 2:27 AM, Guillaume Demonet <demonet....@gmail.com> wrote:

I've received the exact same email while working on a school project involving numerous simulations (Monte Carlo methods).

This project is due for tomorrow and I don't have any way to access data backups... Is there any way you could send me an image of the VM's drive ?

Also, unlike what Paul said, the suspension action was immediate after the email notice. I wish you guys can fix this behavior and hope no one endures the same trouble.

Thanks a lot for your help,

Guillaume 

On Thursday, 1 December 2016 00:44:23 UTC+1, Ed Fleisc wrote:

I've received an email from Google saying they were suspending my project due a violation of Terms of Service by mining cryptocurrency. First time I hear about cryptocurrency!  Right after that the access to my project was blocked. I has been over 24 hours and we have been desperately trying to contact Google but don't get any replies at all. We sent an Appeal explaining the details of our test project, emails and nothing.

We are doing some testing with IoT devices and we don't have that data backup anywhere else, everyone is freaking out as we need this information for an important upcoming meeting on Monday.  We can't even access the snaptshots/images to least try downloading an image of the server.

Can google completely shutdown the access to the account? Wouldn't it make more sense for them to just disable the account to start the servers until the issue is resolved?  which clearly is a mistake, unless our server has been hacked.

Is there any other way to contact Google? (that we can actually get a response)... Everyone is blaming me, because Google Cloud was my choice for these tests. I never thought something like this could happen.

Thank you!

Ed

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[Michael Basilyan]

Hi Tappy, Sorry to hear that. We'll investigate. I'm going to contact for your project ID and instance information offline.

Thanks,

Mike

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[Den Ski]

Hi, not sure if it relates to this issue or not but our account was suspended today due to some "abusive practices".  When we started investigating on our end, we saw that it specifically pertains to the Google Maps API key that we use, it looks like we found an app that was able to extract our key and generate requests to google under our umbrella, thus potentially flooding them.   Now our users don't get any map visibility and its a crucial component of the app (with millions of users).  We filled out an appeal, but I'm not too ecstatic about it as it says it will take few business days for someone to even look at it.  What does it take to resolve something like this. Are there any account managers that we can get assigned to our apps?  Thanks

[Michael Basilyan]

Can you send me your project id offline (drop gce-discussion)?

Thanks,

Mike

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[Raakin ROll]

Hi Michael!

We just got the same email regarding the mining of cryptocurrency. We are simply just hosting a WordPress site and do not know what to do. It appears Google suspended the project immediately after sending the email. Can you please assist us?

[Michael Basilyan]

Hi,

I forwarded your email to the right folks but please make sure that you've filed an appeal for fastest turn around.

Thanks,

On Sat, Nov 11, 2017 at 1:30 AM, Raakin ROll <raa...@gmail.com> wrote:

Hi Michael!

We just got the same email regarding the mining of cryptocurrency. We are simply just hosting a WordPress site and do not know what to do. It appears Google suspended the project immediately after sending the email. Can you please assist us?

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[Raakin ROll]

Hello!

Thanks! We are trying to file the appeal but the link keeps saying "failed to load" please see screenshot attached. Any help?

Thanks,

Raakin

P.s project info attached as well

On Sun, Nov 12, 2017, 7:48 PM Michael Basilyan <basi...@google.com> wrote:

Hi,

I forwarded your email to the right folks but please make sure that you've filed an appeal for fastest turn around.

Thanks,

On Sat, Nov 11, 2017 at 1:30 AM, Raakin ROll <raa...@gmail.com> wrote:

Hi Michael!

We just got the same email regarding the mining of cryptocurrency. We are simply just hosting a WordPress site and do not know what to do. It appears Google suspended the project immediately after sending the email. Can you please assist us?

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[Faraz Hussain]

Any general tips on how to prevent hackers from taking over our instances? Should I install fail2ban on each running instance? I am running apache on a micro instance so port 80/443 are open. I have apache running under a different user to limit any damage if the account gets compromised.

[Michael Basilyan]

I would start here: https://cloud.google.com/security/ -- there's a section called "Keeping Your Cloud Platform Projects Secure". Not surprisingly, the first piece of advice is to keep software patched and up to date. 

[Rauf Mammadov]

Hi Michael,

 I have also got same email regarding the mining of cryptocurrency, but we really didn't mine any cryptocurrency  Google has suspended our droplet. Could you please assist us with this situation?  We want to get all our data or a VM backup from the droplet. We filed an appeal about 5 days ago, but stll no response from Google. Our project ID is 251423941355. Thanks in advance!

On Sunday, November 12, 2017 at 3:48:48 PM UTC+4, Michael Basilyan wrote:

Hi,

I forwarded your email to the right folks but please make sure that you've filed an appeal for fastest turn around.

Thanks,

On Sat, Nov 11, 2017 at 1:30 AM, Raakin ROll <raa...@gmail.com> wrote:

Hi Michael!

We just got the same email regarding the mining of cryptocurrency. We are simply just hosting a WordPress site and do not know what to do. It appears Google suspended the project immediately after sending the email. Can you please assist us?

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[Rauf Mammadov]

Hi Michael, I have the same situation. Our droplet was suspended about 5 days ago, I received a message "This project appears to be violating our Free Terms of Service by mining cryptocurrency."  I filed an appeal, but still no response. Could you please help me with this situation. Project number is 251423941355.

On Sunday, November 12, 2017 at 3:48:48 PM UTC+4, Michael Basilyan wrote:

Hi,

I forwarded your email to the right folks but please make sure that you've filed an appeal for fastest turn around.

Thanks,

On Sat, Nov 11, 2017 at 1:30 AM, Raakin ROll <raa...@gmail.com> wrote:

Hi Michael!

We just got the same email regarding the mining of cryptocurrency. We are simply just hosting a WordPress site and do not know what to do. It appears Google suspended the project immediately after sending the email. Can you please assist us?

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[Rauf Mammadov]

Hi Michael,

 I have also got same email regarding the mining of cryptocurrency, but we really didn't mine any cryptocurrency  Google has suspended our droplet. Could you please assist us with this situation?  We want to get all our data or a VM backup from the droplet. We filed an appeal about 5 days ago, but stll no response from Google. Our project ID is 251423941355. Thanks in advance!

On Sunday, November 12, 2017 at 3:48:48 PM UTC+4, Michael Basilyan wrote:

Hi,

I forwarded your email to the right folks but please make sure that you've filed an appeal for fastest turn around.

Thanks,

On Sat, Nov 11, 2017 at 1:30 AM, Raakin ROll <raa...@gmail.com> wrote:

Hi Michael!

We just got the same email regarding the mining of cryptocurrency. We are simply just hosting a WordPress site and do not know what to do. It appears Google suspended the project immediately after sending the email. Can you please assist us?

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[Softra Server]

Hi my google cloud account was suspended yesterday morning. I was updating the DNS records of multiple  installations and after a few minutes I was denied access to google cloud server. Please help me , i have multiple wordpress websites and i dont have backup... kindly bring it online for few hours so that I could make a backup.

 

Tony Thomas

[Paul Nash]

If your account was suspended, you should receive an email warning and you should be able to via a similar notification in the cloud.google.com/console. If on the other hand you have merely lost access to your server because of a configuration error related to the changes you made, then I'm not sure this forum is equipped to assist you, as that would be an issue related to however you have configured your application and the DNS settings that you've mentioned.

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[Min Chen]

Hi Google "Trust" & "Safety" team,

Please review my account mao.g...@gmail.com.

The email has not mention why account gets suspended. In the appealing, I do not know how to explain, as I do not know the reason in the first place. Someone please help!

To view this discussion on the web visit https://groups.google.com/d/msgid/gce-discussion/1603e82a-6369-41ca-9643-bcdfcc633390%40googlegroups.com.

For more options, visit https://groups.google.com/d/optout.

[Paul Nash]

Hi Min,

It's our understanding that you have used the appeal mechanisms provided by the notification - thank you.

As a reminder to all, this forum and this thread are not the best way to obtain support, but rather via the appeal mechanism, billing support, or general customer support (as appropriate). While Google employees do monitor this forum, it is not an official channel for suspension issues.

We understand that the (rare) situation of an account access problem or suspension can be stressful, and we continue to work hard to make these difficult situations go as smoothly as possible, given the many difficult circumstances involved.

Thanks,

-Paul Nash

Group Product Manager, GCE

​

[Amma In UA]

Hi,

My GCE trial suspended today without any notice before and without specifying any exact reason, with only option to appeal and allow Google 3 (three) business days  to reply. My project 'amma-divina'. I had live public website www.amma.in.ua running in VM on this project to evaluate and consider GCE as hosting provider for this website but now have huge doubt it is good idea since no other hosting/vps/cloud provider allowed itself to completely prevent me even access to my data so instancly without even any notice before. Even when this website was hacked on another hosting provider - website has been just stopped but not preventing from accessing/taking my data from it.

I also used appeal mechanism and not looking for support on this forum but just letting know folk here, world and Google, that I am one more unhappy disappointed Google's customer with whom this happened so may be Google would futher leave possibility to access VMs/disks/snapshots in such or similar cases (don't understand why it is difficult to do technically).

Best regards,

Serhiy

вторник, 30 января 2018 г., 12:56:43 UTC+2 пользователь Paul Nash написал:

[Amma In UA]

This Sunday my trial resumed but yesterday received email saying "Our systems have flagged your Google Cloud Account for activity associated with increased fraud risk. To help us ensure that this is a legitimate project behavior, please do ONE of the following: Make a payment of $100". Interesting approach for trials ;)

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[cataros org]

Exactly same problem and already about 10 days since I sent appeal and about 7 days since I received below

Hello Google Cloud Platform / APIs Developer,

Our systems have flagged your Google Cloud Account for violation of our Terms of Service (ToS) (https://cloud.google.com/terms). Your account could be violating the ToS due to any of the following activities:

• Delinquent payments (2.5)

• Customer compliance (3.1)

• Use the Services for High Risk Activities (3.3.b)

• Circumventing quota/free trial restrictions through multiple accounts/projects (3.3.d)

• Copyright policy (3.6)

• Intellectual property rights (5.1)

• Any other activity that could potentially violate ToS (https://cloud.google.com/terms) or Acceptable Use Policy (https://cloud.google.com/terms/aup)

If so, let us know why. Also, include any relevant information that you believe may have resulted in your suspension.

Sincerely,

Google Cloud Platform / API Trust & Safety Team

and about 7 days since I replied on it with below

But I do not see anything I could violate that list provided in your last responce. Please let me know what exactly I violate if this is not mistake from Google's side. 

On Wednesday, February 14, 2018 at 3:16:53 PM UTC+2, Amma In UA wrote:

This Sunday my trial resumed but yesterday received email saying "Our systems have flagged your Google Cloud Account for activity associated with increased fraud risk. To help us ensure that this is a legitimate project behavior, please do ONE of the following: Make a payment of $100". Interesting approach for trials ;)

2018-02-09 13:36 GMT+02:00 Amma In UA <ammad...@gmail.com>:

Hi,

My GCE trial suspended today without any notice before and without specifying any exact reason, with only option to appeal and allow Google 3 (three) business days  to reply. My project 'amma-divina'. I had live public website www.amma.in.ua running in VM on this project to evaluate and consider GCE as hosting provider for this website but now have huge doubt it is good idea since no other hosting/vps/cloud provider allowed itself to completely prevent me even access to my data so instancly without even any notice before. Even when this website was hacked on another hosting provider - website has been just stopped but not preventing from accessing/taking my data from it.

I also used appeal mechanism and not looking for support on this forum but just letting know folk here, world and Google, that I am one more unhappy disappointed Google's customer with whom this happened so may be Google would futher leave possibility to access VMs/disks/snapshots in such or similar cases (don't understand why it is difficult to do technically).

Best regards,

Serhiy

вторник, 30 января 2018 г., 12:56:43 UTC+2 пользователь Paul Nash написал:

Hi Min,

It's our understanding that you have used the appeal mechanisms provided by the notification - thank you.

As a reminder to all, this forum and this thread are not the best way to obtain support, but rather via the appeal mechanism, billing support, or general customer support (as appropriate). While Google employees do monitor this forum, it is not an official channel for suspension issues.

We understand that the (rare) situation of an account access problem or suspension can be stressful, and we continue to work hard to make these difficult situations go as smoothly as possible, given the many difficult circumstances involved.

Thanks,

-Paul Nash

Group Product Manager, GCE

​

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[Manuel Weisbender]

Hello Paul, 

you seem to be the right guy who knows to what team to relay messages to. Our project was suspended today but I have no way of filing an appeal va the console as I always get a message that I have no permission to access the project. The tracking number is 631177792766328125 and the project name is ipx-server. I sent an Email to  google-clou...@google.com  but I sort of doubt that anyone monitors the account. Bottom line is that we are in distress as we cannot access the server/databases in this project anymore and really need to appeal that someone looks into this so we can find a solution. This forum is so to say my last resort to actually contact someone who knows the right people to talk to . So I would appreciate f you could guide me to whom I can appeal to to get this resolved. 

Thanks much and all the best,

Manuel-

[Yiyang Ge]

Hi:  

    I encountered the similar problem. I was doing my deep learning school project with GCE services when about 4 days ago my account was disabled due to policy violation(unknown reason). The strange thing is my vm instance keeps running normally. I tried contacting Google account support team and the only reply is to contact G Suite Administrator because I'm not the administrator of the account( not a gmail account). I can't reach the administrator and it seems like the administrator can't recover an account that violated google policy. SO I'm here seeking for help to figure out ways to recover my account so that I can continue my project and stop the vm instance before it begins to cut money from associated credit card. This is really urgent since I can't let the vm running forever.

Thanks,

-Eric Ge

在 2016年12月1日星期四 UTC+8上午7:44:23，Patrick M写道：

[cataros org]

So it's already about 2 months since my Google Cloud account has been disabled and total silence from Google. Me and few of my friends (different persons and/or organizations) really considered to use some of paid Google Cloud services on sum within $5-10 per account along with free tier google services per account. Because Google always kept reputation of one of highest reliable cloud service provider along with Amazon (in my eyes and mind at least) which I chosen and recommended to my friends in favour of dedicated hosting providers due  of highest responsibility for client's data safety and securty, including redundancy and much more about which client should not care with Google Cloud  what keeping client safe from actually all disasters/problems on provider's side . But this accident shown totally opposite picture that client's data, work, services, infrastructure and business (if any) - are totally unsafe unprotected with Google since at ANY moment everyhin may be stopped/disabled/deleted WITHOUT ANY notice in advance and WITHOUT ANY explanation and WITHOUT ANY chance to restore/recovery/get back them in future, just worse than  worst dedicated hosting provider with chepest hardware failure which might be even more reliable since in that case such hosting provider would at least try to recover client's data if disk is not totally dead and if it is at least physically possible to get data at least partially from it. Really what is guaranty that tomorrow any successfuly billed already non-trial account will not be disabled same way for some kind of paranoidal suspect etc? And why google asked for $100 to fund/prepaid account as proof of my intentions? Why not $500 or $1000 at once? While me and my friends going to spent no more than $10 per month and do not way to prepaid in advance due of lack of free costs and due those costs need to spend to something else. Why anybody should invest in Google such enforced way? And why should anybody trust to Google that after he/she will invest those $100 - Google will not disable his/her account for some other paranoidal suspects?

If I create multiple projects/accounts as stayed in your responce - please respond properly on my request and provide WHICH EXACTLY multiple accounts/projects I have created (their names/IDs), otherwise I will consider Google Cloud as last Cloud Service provider to consider (if to consider at all).

[Andres Tubillas]

Hi with everyone,

I have the similar problem, but in my case the last notification from google tell me that I have 30 days to pay my bill and don't suspended my proyect.

You can see that I pay the next day and I thonk that my all information (data) of my instance returned without problems. The first time that I have the same problems of my credit card and my proyect was suspending Google resolve the problem before before 24 hours, but now after 24 hours my information doesn't returned.

Please I need my information and google say me that I need to update my packeg and I didn't want to pay more for my information if I pay late!

[Shashank hegde]

Facing similar issue. Please help.

[Anthony (Google Cloud Support)]

Hi Shashank,

As Paul mentioned earlier this forum and this thread are not the best way to obtain support. You should instead go through the appeal mechanism, billing support, or general customer support for further assistance in regards to suspension issues.

[Shashank hegde]

It's in bit bucket. But it's a private repository. Is that a concern?

On Mon, Nov 19, 2018, 7:24 AM Sushanth Bobby <bobby....@gmail.com> wrote:

Hi, 

Similar thing happened to me. Did you save the Google key account details in GitHub or anywhere else publically. 

https://code.tutsplus.com/tutorials/protecting-your-keys-from-github--cms-23002

Yeah that's what I did and miner started multiple GCE machines in multiple regions due to which the project was suspended. 

Have a check on how you are storing your keys ? 

Thanks 

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[Theodore Y. Ts'o]

On Mon, Nov 19, 2018 at 07:36:35AM +0530, Shashank hegde wrote:
> It's in bit bucket. But it's a private repository. Is that a concern?

Never, never, never store API keys (or any other key or authentication
token) in a git repository. It's a classic blunder right up there
with "never fight land war in Asia".

Even if you use a private repo, you're now dependent on someone else
for your security. And what if you give access to your repo to some
continuous integration testing service? Or if you ever want to give
access of your sources to some other developers?

My general rule of thumb is "never check anything into git (or any
other source code management tree) that you don't mind being published
on the front page of the New York Times". Secrets should be stored
stand-alone in carefully protected files separate from sources and
other pieces of configuration data.

- Ted

[Shashank hegde]

Hi,

I have made changes to keep all the keys in a file. Removed all the keys from the repository. What should I do next?

[Sushanth Bobby]

If it's private no worries. You can go via appeal mechanism only I think now.

Regards

[Sushanth Bobby]

Hi, 

Similar thing happened to me. Did you save the Google key account details in GitHub or anywhere else publically. 

https://code.tutsplus.com/tutorials/protecting-your-keys-from-github--cms-23002

Yeah that's what I did and miner started multiple GCE machines in multiple regions due to which the project was suspended. 

Have a check on how you are storing your keys ? 

Thanks 

On Mon, 19 Nov, 2018, 02:51 Shashank hegde <kns...@gmail.com wrote:

--

[in...@mindfulmachine.in]

Hey our firebase project has been suspended without our knowledge. Project ID- sales-app-ff56e

On Wednesday, October 18, 2017 at 11:16:34 PM UTC+5:30, Michael Basilyan wrote:

Can you send me your project id offline (drop gce-discussion)?

Thanks,

Mike

On Wed, Oct 18, 2017 at 10:03 AM, Den Ski <denis.s...@gmail.com> wrote:

Hi, not sure if it relates to this issue or not but our account was suspended today due to some "abusive practices".  When we started investigating on our end, we saw that it specifically pertains to the Google Maps API key that we use, it looks like we found an app that was able to extract our key and generate requests to google under our umbrella, thus potentially flooding them.   Now our users don't get any map visibility and its a crucial component of the app (with millions of users).  We filled out an appeal, but I'm not too ecstatic about it as it says it will take few business days for someone to even look at it.  What does it take to resolve something like this. Are there any account managers that we can get assigned to our apps?  Thanks

On Monday, August 21, 2017 at 12:23:28 PM UTC-4, Michael Basilyan wrote:

Hi Tappy, Sorry to hear that. We'll investigate. I'm going to contact for your project ID and instance information offline.

Thanks,

Mike

On Mon, Aug 21, 2017 at 9:09 AM, tappy cash <tappy.cas...@gmail.com> wrote:

Hi all,
We faced the same issue few minutes ago, and the VM instance is no more accessible immediately, even we are not able to submit an appeal.
We are running a Tomcat server and a Postregsql instance, we have nothing to do with cryptocurrency and mining.
Any help pleae!

Regards

On Friday, January 6, 2017 at 3:00:14 AM UTC+1, Paul Nash wrote:

Hi all, just for the record in this public forum, several Googlers spoke with Guillaume this morning, and we successfully discovered that his VMs had been taken over by a hacker, who then started mining cryptocurrency (as they often will do, it makes them "money" for free). The details of what happened are his private information, so I'll let him choose whether to share more about what occurred.

In cases like these, the shutdown is a protective measure. If a VM is exploited, "stealing" usage to mine cryptocurrency is merely the *least* dangerous thing a hacker could do. They could instead steal or destroy your data, install ransomware, or other more malicious activities. We often can't know exactly what's going on because we don't look inside VMs as a rule, so we act fast to prevent the legit customer from losing money or their data, but we understand it's disruptive, and are working on better ways to notify and address the situation if possible.

In these cases, we are caught in the middle, and have to balance between disruption of the legitimate customer on the one hand, and allowing their systems to be at risk by not shutting them down on the other (while we wait for a response, for example). It's a tough tradeoff, complicated by the fact that many customers do not respond to our abuse notice mails. We appreciate your continued feedback on how you think this can best be handled.

We've been seeing an increasing number of customers whose VMs have been compromised without their knowledge. This seems to be an odd consequence of the strong customer growth and awareness of Google Cloud that we're seeing in the market, but it's unfortunate all the same. It's very important to be sure to follow best security practices in the Cloud, including carefully controlling what software you install and make available via internet-facing IPs, and being sure to keep that software up to date. Hackers are well aware of the IP ranges used by Google, and scan these ranges constantly, looking for people's accounts that can be taken over. This problem is not unique to Google's cloud, however we will continue working on providing more and better detection and prevention tools to help customers as much as we can.

I hope this helps explain a little more about what's going on and our approach to protecting customers against these issues.

Thanks,

-Paul

On Thu, Jan 5, 2017 at 2:27 AM, Guillaume Demonet <demonet....@gmail.com> wrote:

I've received the exact same email while working on a school project involving numerous simulations (Monte Carlo methods).

This project is due for tomorrow and I don't have any way to access data backups... Is there any way you could send me an image of the VM's drive ?

Also, unlike what Paul said, the suspension action was immediate after the email notice. I wish you guys can fix this behavior and hope no one endures the same trouble.

Thanks a lot for your help,

Guillaume 

On Thursday, 1 December 2016 00:44:23 UTC+1, Ed Fleisc wrote:

I've received an email from Google saying they were suspending my project due a violation of Terms of Service by mining cryptocurrency. First time I hear about cryptocurrency!  Right after that the access to my project was blocked. I has been over 24 hours and we have been desperately trying to contact Google but don't get any replies at all. We sent an Appeal explaining the details of our test project, emails and nothing.

We are doing some testing with IoT devices and we don't have that data backup anywhere else, everyone is freaking out as we need this information for an important upcoming meeting on Monday.  We can't even access the snaptshots/images to least try downloading an image of the server.

Can google completely shutdown the access to the account? Wouldn't it make more sense for them to just disable the account to start the servers until the issue is resolved?  which clearly is a mistake, unless our server has been hacked.

Is there any other way to contact Google? (that we can actually get a response)... Everyone is blaming me, because Google Cloud was my choice for these tests. I never thought something like this could happen.

Thank you!

Ed

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206-876-1620

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[Larbi (Google Cloud Support)]

Hi,

correct you project was suspended, I think you did get an email from < google-clou...@google.com> describing steps to follow.

another step is to  contact sales go to the  Cloud Platform Marketing Page and click on contact sales and Filling out the form or dial to our phone.

[axind software]

hey Michael , 

My GCP project is suspended few days ago and when i checked today it wasn't working and we have no database backup , please i request you to provide me the information on how to recover my project as we that data is important to us. 

Project Id : erudite-flag-241610

On Thursday, January 5, 2017 at 8:45:50 PM UTC+5:30, Michael Basilyan wrote:

Hi Guillaume,

Please send me your project id offline (by dropping the gce-discussion) group and I will forward it to the right folks to get your project reinstated. 

My sincerest apologies about the situation. We're actively working on improving our detection mechanisms and policies. 

Mike

On Thu, Jan 5, 2017 at 2:27 AM, Guillaume Demonet <demonet....@gmail.com> wrote:

I've received the exact same email while working on a school project involving numerous simulations (Monte Carlo methods).

This project is due for tomorrow and I don't have any way to access data backups... Is there any way you could send me an image of the VM's drive ?

Also, unlike what Paul said, the suspension action was immediate after the email notice. I wish you guys can fix this behavior and hope no one endures the same trouble.

Thanks a lot for your help,

Guillaume 

On Thursday, 1 December 2016 00:44:23 UTC+1, Ed Fleisc wrote:

I've received an email from Google saying they were suspending my project due a violation of Terms of Service by mining cryptocurrency. First time I hear about cryptocurrency!  Right after that the access to my project was blocked. I has been over 24 hours and we have been desperately trying to contact Google but don't get any replies at all. We sent an Appeal explaining the details of our test project, emails and nothing.

We are doing some testing with IoT devices and we don't have that data backup anywhere else, everyone is freaking out as we need this information for an important upcoming meeting on Monday.  We can't even access the snaptshots/images to least try downloading an image of the server.

Can google completely shutdown the access to the account? Wouldn't it make more sense for them to just disable the account to start the servers until the issue is resolved?  which clearly is a mistake, unless our server has been hacked.

Is there any other way to contact Google? (that we can actually get a response)... Everyone is blaming me, because Google Cloud was my choice for these tests. I never thought something like this could happen.

Thank you!

Ed

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[Anthony (Google Cloud Support)]

Hi,

You're correct that your project was suspended, you should get an email from < google-cloud-compliance@google.com> describing steps to follow.

another step is to contact sales go to the  Cloud Platform Marketing Page and click on contact sales and Filling out the form or dial to our phone.

[Aditya Roy]

Hi @Michael Basilyan, I am in  between exactly same turmoil. Please, please help me. In the least, I need my codes back. 

On Wednesday, October 18, 2017 at 1:46:34 PM UTC-4, Michael Basilyan wrote:

Can you send me your project id offline (drop gce-discussion)?

Thanks,

Mike

On Wed, Oct 18, 2017 at 10:03 AM, Den Ski <denis....@gmail.com> wrote:

Hi, not sure if it relates to this issue or not but our account was suspended today due to some "abusive practices".  When we started investigating on our end, we saw that it specifically pertains to the Google Maps API key that we use, it looks like we found an app that was able to extract our key and generate requests to google under our umbrella, thus potentially flooding them.   Now our users don't get any map visibility and its a crucial component of the app (with millions of users).  We filled out an appeal, but I'm not too ecstatic about it as it says it will take few business days for someone to even look at it.  What does it take to resolve something like this. Are there any account managers that we can get assigned to our apps?  Thanks

On Monday, August 21, 2017 at 12:23:28 PM UTC-4, Michael Basilyan wrote:

Hi Tappy, Sorry to hear that. We'll investigate. I'm going to contact for your project ID and instance information offline.

Thanks,

Mike

On Mon, Aug 21, 2017 at 9:09 AM, tappy cash <tappy.cas...@gmail.com> wrote:

Hi all,
We faced the same issue few minutes ago, and the VM instance is no more accessible immediately, even we are not able to submit an appeal.
We are running a Tomcat server and a Postregsql instance, we have nothing to do with cryptocurrency and mining.
Any help pleae!

Regards

On Friday, January 6, 2017 at 3:00:14 AM UTC+1, Paul Nash wrote:

Hi all, just for the record in this public forum, several Googlers spoke with Guillaume this morning, and we successfully discovered that his VMs had been taken over by a hacker, who then started mining cryptocurrency (as they often will do, it makes them "money" for free). The details of what happened are his private information, so I'll let him choose whether to share more about what occurred.

In cases like these, the shutdown is a protective measure. If a VM is exploited, "stealing" usage to mine cryptocurrency is merely the *least* dangerous thing a hacker could do. They could instead steal or destroy your data, install ransomware, or other more malicious activities. We often can't know exactly what's going on because we don't look inside VMs as a rule, so we act fast to prevent the legit customer from losing money or their data, but we understand it's disruptive, and are working on better ways to notify and address the situation if possible.

In these cases, we are caught in the middle, and have to balance between disruption of the legitimate customer on the one hand, and allowing their systems to be at risk by not shutting them down on the other (while we wait for a response, for example). It's a tough tradeoff, complicated by the fact that many customers do not respond to our abuse notice mails. We appreciate your continued feedback on how you think this can best be handled.

We've been seeing an increasing number of customers whose VMs have been compromised without their knowledge. This seems to be an odd consequence of the strong customer growth and awareness of Google Cloud that we're seeing in the market, but it's unfortunate all the same. It's very important to be sure to follow best security practices in the Cloud, including carefully controlling what software you install and make available via internet-facing IPs, and being sure to keep that software up to date. Hackers are well aware of the IP ranges used by Google, and scan these ranges constantly, looking for people's accounts that can be taken over. This problem is not unique to Google's cloud, however we will continue working on providing more and better detection and prevention tools to help customers as much as we can.

I hope this helps explain a little more about what's going on and our approach to protecting customers against these issues.

Thanks,

-Paul

On Thu, Jan 5, 2017 at 2:27 AM, Guillaume Demonet <demonet....@gmail.com> wrote:

I've received the exact same email while working on a school project involving numerous simulations (Monte Carlo methods).

This project is due for tomorrow and I don't have any way to access data backups... Is there any way you could send me an image of the VM's drive ?

Also, unlike what Paul said, the suspension action was immediate after the email notice. I wish you guys can fix this behavior and hope no one endures the same trouble.

Thanks a lot for your help,

Guillaume 

On Thursday, 1 December 2016 00:44:23 UTC+1, Ed Fleisc wrote:

I've received an email from Google saying they were suspending my project due a violation of Terms of Service by mining cryptocurrency. First time I hear about cryptocurrency!  Right after that the access to my project was blocked. I has been over 24 hours and we have been desperately trying to contact Google but don't get any replies at all. We sent an Appeal explaining the details of our test project, emails and nothing.

We are doing some testing with IoT devices and we don't have that data backup anywhere else, everyone is freaking out as we need this information for an important upcoming meeting on Monday.  We can't even access the snaptshots/images to least try downloading an image of the server.

Can google completely shutdown the access to the account? Wouldn't it make more sense for them to just disable the account to start the servers until the issue is resolved?  which clearly is a mistake, unless our server has been hacked.

Is there any other way to contact Google? (that we can actually get a response)... Everyone is blaming me, because Google Cloud was my choice for these tests. I never thought something like this could happen.

Thank you!

Ed

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206-876-1620

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