User locked out of a folder they created

[PerreaultB]

and when she requests access from herself to herself,..... nada.

[Penelope · Accepted solution]

Not my forte of knowledge however is the folder by any chance in a Shared Drive? Once files and folders get transferred to a Shared Drive, permissions can change. 

[kim_nilsson · Accepted solution]

Most Workspace editions have built-in support where you can actually call or live-chat with support. I'ts available straight in the admin console, by clicking on the large question mark at the top of the page.

A pop-out window will appear, guiding you through to the support.

[Penelope · Accepted solution]

Not my forte of knowledge however is the folder by any chance in a Shared Drive? Once files and folders get transferred to a Shared Drive, permissions can change. 

[PerreaultB]

Great! Thank you! Probably what happened. Resolution?? Thank you again!  

[Penelope]

This is just a guess but people with the correct access should be able to move files/folders out per the move files out of shared drive section: https://support.google.com/a/users/answer/12380484?hl=en.

@kim_nilsson should be able to explain the viewing logs better since I don't that myself. 

[PerreaultB]

It got figured out. Thanks for your help.

[kim_nilsson]

Yes, that's a good suggestion, @Penelope 

The superadmin of the Workspace account should also be able to see in the logs what is going on.

[PerreaultB]

Great! I think I am logged in as a SuperAdmin. I work for an MSP. Once I see the logs, then what?? This all might be above my pay grade. Can I pay for support? I'm guessing Google doesn't need the money, but do they care about small customers or only enterprise?

[kim_nilsson · Accepted solution]

Most Workspace editions have built-in support where you can actually call or live-chat with support. I'ts available straight in the admin console, by clicking on the large question mark at the top of the page.

A pop-out window will appear, guiding you through to the support.

[kim_nilsson · Accepted solution]

For help from a real person keep ignoring the suggested articles until you get to see phone or chat.

[kim_nilsson]

The Drive Audit Log is here. Should show you what is happening to the folder, and who really owns it.

Drive Audit

On the user card (search for and open the user in admin console), there's a section for Shared Drives. If the user is no longer in the Shared drive where the folder was created, then they will no longer have access to it. Just like Penelope mentioned earlier.

Then you can go to the main collection of Shared Drives and add the user back.

[PerreaultB]

And THANK YOU VERY MUCH!!

[PerreaultB]

I think I have the log file. I can't extrack anything helpfull from it.

Strange that I see two of the same profiles for the user. Is there a solution for bipolar (not the mental illness, but for lack of a better description) users?

[kim_nilsson]

The Investigation Tool (Drive Audit Log) has a column for Owner and another for Actor. Those values can be copied and compared. If they aren't 100% the same, then the user doesn't actually own the file.

Also, it's the Document ID that's relevant when checking which file it is, not the file's Title. There can be a thousand files with the exact same name, but only one unique Document ID.

What do you mean with "two of the same profiles for the user" ?

"Profiles" is only relevant when talking about Contacts or what data is displayed about a user.

For your purposes only the user account is relevant, and there should exist only one account for each real physical person.

[PerreaultB]

Sorry, I used the wrong term when i said profile, I understand profiles. As for the question mark, can't find it again to get help. I'm almost totally lost. I think i did manage to  filter owner's name with Actor name, for all the good that does me. I see the document ID column. This is crazy when I'm outsourced IT and user has limited availability for them to help me, help them.

[kim_nilsson]

Yup, this is where the MSP = you 🙂 need to have the knowledge to solve this yourself, or your client should go looking for another MSP. 😉

Doing things like that is my full-time job, and then I help out here, and in the support forums on my spare time, for fun.

But, as you say and experience, there's only so much you (or I in this case) can do without direct access to the people (you)/system (me).

Guiding someone else to do admin work is hard. Without the right information, harder.

[PerreaultB]

Thank you VERY much! It got figured out. Confluence of different things and I learned along the way. Major time suck for me if people don't start out with best practices. User had to have a fix from using her yahoo email address as a primary. Found out that sometimes changes can take up to 72 hours, not necessarily 24 hours,.... but sometimes instantly or within minutes.