Export of all your organization's data is missing "shared drives"?

[Daniel_Koenig]

Hello,

I'm facing the issue that I performed an admin export of all my organization's data, and I'm missing the content of the shared drives. I just see the users emails. When checking the user who uploaded the files to the shared drive, the data is also not there.

I reached out already to the Google Workspace support team, but more than a help center article how to perform an admin export I didn't get in return.

As I'm facing the situation now with two domains, I'm wondering, should the shared drive content be included in these exports?

And if not, is this somewhere publicly documented?

Thanks for any hint.

[KevinApodaca]

Data Export does support shared drive content data as per this. I suggest you escalate your ticket with support if you received no data in your export

[Daniel_Koenig]

Hi @KevinApodaca ,

Are you a Google employee? I tried already to escalate my ticket (52335137) with the support team. But they don't consider this as a problem.
I'm getting told I need to move my "shared drives" into "my drive" and re-do the export.

This is complete nonsense, as I saw it already that the export function exports shared drives as "resources" normally and this behavior is also documented in the help center article:
"Note: Some data, such as files in shared drives, is owned by a service account rather than a user. In the export archive, service accounts are named "Resource.""

I find it super annoying that beside dealing with a technical issue, I should also educate the support team.

If there is anything what you could do helping me out here, this would be great.

[Daniel_Koenig]

This becomes a freak show. The support really wants to tell me that they checked my support case with an official product engineer and the outcome is that "shared drives" can't be exported via the admin export tool...

I quote:
"But don't worry, I'll be happy to explain again. The files and folders in a shared folder do not have an owner. You can be the owner of the data if it is only in “My folder”. Otherwise, the data does not belong to the user and therefore cannot be exported.

That is why our engineers and we suggested that you first move the data to “My File” and then export it, because that would be the best way for your case. Of course, you can also start the whole process (export) from the beginning."

Sorry, this can't be in Googles interest if support agent and "managers" (apparently) are dealing with paying customers or in my case resellers like this.

Anyone from Google here who can help me out and move my support ticket (52335137) to someone who is eager to help?

[icrew]

Yeah, Workspace support's tier 1 folks are by and large misinformed and thoroughly unhelpful. The first thing I'd try is to politely, but very firmly and repeatedly, insist that they escalate the ticket to the next tier of support, and do that again if the new person also doesn't know what they're talking about. 

If that doesn't work, sometimes closing a ticket and re-opening an identical one will get you to a different person, who's slightly less ignorant/obstinate.

And good luck--I feel your pain!!

[Daniel_Koenig]

ATTENTION, this is wild if true!

After two consults with Google product engineers the support agent told/confirmed, that it is expected that the organization domain admin export is not including "shared drives".

So this means Google removed this functionality. According to the agent, the recommended process from Google would be to move the desired "shared drive" into "my drive". This way the "shared drive" will be included in the export

My reference ticket: 52335137

[Daniel_Koenig]

In the end Google acknoledged that there was a bug:

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Body

Dear Google Workspace Administrator,

We're writing to let you know about an issue that affected full domain wide exports initiated between 10th June, 2024 and 19th July, 2024. This issue is now resolved. However, we recommend that you re-run the data exports that were initiated between 10th June, 2024 and 19th July, 2024.

What happened

• Customers who initiated full domain wide export between 10th June, 2024 and 19th July, 2024 did not get the data from the following services exported due to an issue

  • Shared drive data

  • Chat data

  • Calendar data

  • Cloud Search data

  • Sites data

• This issue was fixed on 19th July 2024. If you re-run the export, the data for these services should be included (provided you have not manually deleted the data). 

• Google has reviewed the QA and launch processes for Data Export and has added additional checks to ensure that the issue with missing services in export does not occur again.

--------------------------------------------------

Thanks to the support agents who denied my claim. 😑

[luca-benelli]

This has been fixed, at least the customer I had with the issue now has shared drive data.