Chat with Google Support

Google Support
Brianna1:16 PM
Thanks for contacting Google Support. My name is Brianna.
Brianna1:16 PM
Hi! I hope you're doing well. Just to confirm, you're contacting us using the account, bartoszka1996@gmail.com
Bartosz Rodziewicz1:16 PM
hello
Bartosz Rodziewicz1:16 PM
yup, tahts my account
Brianna1:16 PM
Thanks for confirming your account.
Brianna1:16 PM
I'll be chatting with you today. I'm reading your description right now.
Brianna1:18 PM
Thanks for waiting Bartosz.
Bartosz Rodziewicz1:19 PM
I'd like to know what is using this space to know if I can delete that or if I have to buy storage plan
Brianna1:22 PM
It looks like this is a server latency, sometime, it takes 24-48 hrs. after deleting files to free up the space on your Google Drive.
Bartosz Rodziewicz1:22 PM
the problem is that it's going for for a long time. yesterday I deleted about 300mb only
Bartosz Rodziewicz1:23 PM
this 12-13gb is still somehere and I dont know how to find it
Brianna1:23 PM
Just to ask, since when you were starting deleting some files?
Bartosz Rodziewicz1:25 PM
as I said yesterday I finnaly found some time to make order in my google drive and deleted all that wasn't neccesary and all i could find using google drive main view and file list (that list that is sorted via file size). however I found there only about 300mb of files
Brianna1:25 PM
Can you try to go to https://drive.google.com/drive/quota if it's not too much to ask.
Bartosz Rodziewicz1:26 PM
thats the list i was using to find all the files
Bartosz Rodziewicz1:27 PM
but they are not there (there was only about 500mb total (300mb of which i deleted) and the rest of this 13gb thats sowing have to be somewhere else. I know it's strange bug or sth but it's going on on my account for few years already
Bartosz Rodziewicz1:28 PM
the space can be used by some backup for apps that i connected to my account but i could find how much space any app is using
Brianna1:34 PM
Alright, thanks for the information. I'd like to inform you that I am currently looking at your storage consumption, this may be a cause of a server latency. Here's the thing, for freeing up space after you delete a file, depends on your connection or the size of the file, since you have deleted some of the files yesterday. it may take up to 24-48 hrs. to wait until your storage to be adjusted.
Bartosz Rodziewicz1:34 PM
yes i understand that
Bartosz Rodziewicz1:34 PM
but as i said i didnt delete 12gb recently
Bartosz Rodziewicz1:35 PM
only 300mb or something
Bartosz Rodziewicz1:35 PM
the rest is somewhere and i cant find it
Bartosz Rodziewicz1:35 PM
i'd like to know what it is
Brianna1:38 PM
Basically, just to verify, we are trying to locate a possible missing files? Am I correct?
Bartosz Rodziewicz1:39 PM
i don't know, i don't know if there are any missing files. i know that there have to be sothing that's taken into calculation of my used space while i can't see them via normal view of google drive
Bartosz Rodziewicz1:41 PM
to be honest i don't know what is taken into that calculation. that maybe some app backup or space used by connected apps. i would just like to know what is taking this space to knwo if those are this is the stuff i can delete or something that i need on my drive
Brianna1:41 PM
Because to be honest, I don't see it it either. But the only way to find out is to run the recovery tool that we have for a recently permanently deleted files.
Bartosz Rodziewicz1:42 PM
i don't want to recover any permanetly deleted files. al the stuff i deleted i want to be gone
Brianna1:42 PM
I understand.
Bartosz Rodziewicz1:42 PM
but there is something somewhere thats taken into my space usage that i cant find
Bartosz Rodziewicz1:42 PM
Do you see my files? the files I have on drive?
Brianna1:44 PM
It is very important for Google to value our user's security and privacy to be honest we don't have way to see or to access the files in your Drive.
Brianna1:45 PM
Can you try to check account.google.com please?
Bartosz Rodziewicz1:45 PM
sure i see. so i can only assure you that i have only small files on my drive root directory (about 50mb in total) but the usage is showing as 13gb
Brianna1:45 PM
To see if there are 3rd party apps that may take up some space to your storage.
Bartosz Rodziewicz1:46 PM
i have some backups and some 3rd party apps connected to my account but i cant find how much of space they are using
Brianna1:47 PM
I see. Let me look into this for you.
Brianna1:48 PM
I mean a way for you see it, as this is beyond of our scope.
Brianna1:48 PM
Can you give me 2-3 mins. please?
Bartosz Rodziewicz1:49 PM
sure
Bartosz Rodziewicz1:51 PM
i can see some apps that have acces to my google drive but i cant see how much space any of them is using
Brianna1:52 PM
Thanks for waiting Bartosz.
Brianna1:56 PM
I have checked on our resources, but the only information is that it will be counted to the storage consumption of your Google Drive. From drive.google.com/settings/storage
Brianna1:56 PM
Not specifically to what app is taking the space.
Brianna1:57 PM
I have a suggestion though.
Brianna1:57 PM
To help you better, we can use Screen share. With Screen share, I can view your desktop screen and guide you through the steps to fix the problem, but I can’t control your screen. As your privacy is our priority, you can pause or end screen share anytime to hide sensitive or personal information. Would you like to try it?
Bartosz Rodziewicz1:57 PM
sure im okay with that
Brianna1:59 PM
Thanks. Using Chrome browser, kindly go to support.google.com please.
Bartosz Rodziewicz1:59 PM
done
Brianna2:00 PM
Please share the entire screen please.
Bartosz Rodziewicz2:00 PM
i cant share both of them so im sharing the one with the browser, is that okay?
Brianna2:02 PM
Oh I'm sorry because I won't be able to see your screen. Right now, I can only see a black screen.
Bartosz Rodziewicz2:02 PM
well, i sont know whats wrong then?
Bartosz Rodziewicz2:03 PM
maybe problem with my drivers, dunno
Brianna2:03 PM
Can you try to disconnect and reconnect again please?
Bartosz Rodziewicz2:04 PM
i reconnected
Brianna2:04 PM
I can see it now, thank you.
Brianna2:05 PM
I'm sorry but it got timed out.
Bartosz Rodziewicz2:05 PM
i have info that connection is timed out
Brianna2:05 PM
Yes.
Brianna2:05 PM
It worked again, Sorry about that.
Brianna2:05 PM
Can you go to drive.google.com/settings/storage
Bartosz Rodziewicz2:06 PM
as you see im here and i see that my usage is 13gb
Brianna2:07 PM
Yes.
Brianna2:07 PM
Please give me a moment here.
Bartosz Rodziewicz2:08 PM
okay
Brianna2:22 PM
Sorry to keep you waiting.
Brianna2:22 PM
I am raising this concern to one of our higher support.
Bartosz Rodziewicz2:23 PM
okay
Brianna2:23 PM
Is it okay to try using Incognito Window and sign in to your account please?
Bartosz Rodziewicz2:24 PM
sure gimme a sec
Brianna2:24 PM
We will check if the storage consumption detail will be the same.
Brianna2:24 PM
Thanks.
Bartosz Rodziewicz2:25 PM
looks same to me
Brianna2:26 PM
I'm sorry, can't see it through the screen share, I'm currently having technical issue.
Brianna2:29 PM
Sorry for the inconvenience, looks like screen share is not working fine now.
Brianna2:30 PM
But as you mentioned, you see same information, right?
Bartosz Rodziewicz2:31 PM
yup, exactly the same
Bartosz Rodziewicz2:33 PM
sorry, i have poor internet connection. thats propably some issue on my end
Brianna2:35 PM
Alright. We are trying to analyze but, what we can only see in this matter is that, this is a server latency, it could be because of a poor connection, and possibly there are files that has been deleted more than 300 MB. The only way to find that out is to wait until tomorrow.
Bartosz Rodziewicz2:37 PM
if you say so
however im telling you that there problem with that space is not connected to the fact i deleted files yesterday as it is going on for a long time already. i've never had more than 1gb in my drive while the usage was always high
recetly i spoke with my friend and he has simmilar issue
Bartosz Rodziewicz2:38 PM
my bet is that its connected to some external app that i authorized but i dont wanna delete all the apps to find which one is taking that massive ammount of space
Brianna2:39 PM
I understand, if only we have way to identify what are these files. Just to ask, do you have Backup and Sync app?
Bartosz Rodziewicz2:39 PM
if you could id like you to investigate it further or pass my case to some higher team in your support service
Bartosz Rodziewicz2:39 PM
yes, i have that on 2 devices
Brianna2:39 PM
Okay.
Brianna2:39 PM
Hold on please.
Bartosz Rodziewicz2:40 PM
before you ask, no im not syncing any other directories than my drive and bothe devices under cattegory "computers" into google drive are empty
Brianna2:44 PM
Okay, thanks.
Brianna2:45 PM
Can you check these links for me please?
Brianna2:45 PM

https://drive.google.com/drive/quota
Brianna2:45 PM
https://drive.google.com/#trash
Brianna2:45 PM
https://drive.google.com/settings
Bartosz Rodziewicz2:45 PM
the biggest file in quotta is 977kb
Bartosz Rodziewicz2:46 PM
trash is empty
Brianna2:46 PM
https://drive.google.com/drive/backups
Bartosz Rodziewicz2:47 PM
in backups i have two backups and i have no way to check how much space are they using
Bartosz Rodziewicz2:50 PM
in settings and manage apps "Loading app usage data…" under some apps is taking forever
Brianna2:50 PM
So just to confirm, it seems this are all because of the 3rd apps.
Bartosz Rodziewicz2:50 PM
thats my bet i cant comfirm that 100%
Brianna2:51 PM
You can only check the size of the app from the device settings only.
Bartosz Rodziewicz2:53 PM
the device settings wont show me how much the app is using on google drive
Brianna2:55 PM
But do you see the size of the app?
Bartosz Rodziewicz2:56 PM
i have two backups one of them is android backup, second one is whatapp backup. i dont know what have i check
Bartosz Rodziewicz2:57 PM
i meant "i dont know what i have to check"
Brianna3:04 PM
Okay. Sorry about this Bartosz, since we have verified on the links I just sent that there's no files showing on your Google Drive that takes 13 GB, and you can only see apps that is associated on this account, seems that the 13 GB is your 3rd party apps. You may want to delete some unnecessary apps that possibly taking up the storage and wait for until tomorrow to observe your storage detail. As the 3rd app is beyond of our scope of support. Also, please be advised, the apps that you can see on your account.google.com is definitely taking up space to your storage.
Bartosz Rodziewicz3:05 PM
okay, i understand
Bartosz Rodziewicz3:05 PM
is there any way for you or me to check how much any of these apps is taking up?
Brianna3:07 PM
I wish we have Bartosz, but I do apologize, we don't have that feature. The only way for you check is on your settings device then go manage apps.
Bartosz Rodziewicz3:07 PM
oh i see
Bartosz Rodziewicz3:08 PM
could you tell me then why when i enter google drive > settings > manage apps there is a list of connected apps and some of them have note "Hidden app data: Loading app usage data…". however the loading never ends
Bartosz Rodziewicz3:09 PM
because that looks like a feature i was asking about, but the loading never ends and it never actually shows how much space its occupying
Brianna3:13 PM
Let's try this one on the Drive settings Bartosz.
Brianna3:13 PM
Kindly go to your Drive home page.
Brianna3:14 PM
Then click the Gear Icon on the right upper hand side of the page.
Bartosz Rodziewicz3:14 PM
i know you have the script to follow but if i already told you that it doesnt work for me then i guess you can assume i know how to get there
Bartosz Rodziewicz3:15 PM
i am here and looking for this tab in settings
Bartosz Rodziewicz3:15 PM
it doesnt end loading up tho
Bartosz Rodziewicz3:15 PM
and its the same in normal browser and incognito mode - its loading forver
Brianna3:17 PM
I'm sorry for that Bartosz. Because we've just got the information on how to check the size of the app from your account. If it's loading forever, I believe this is a connection error. Or because of the size of the app.
Bartosz Rodziewicz3:18 PM
"Because we've just got the information on how to check the size of the app from your account." - well for me it looks like I told you that there is this way because you have said there is no way and i pointed out that i found this tab
Bartosz Rodziewicz3:21 PM
"I believe this is a connection error." - thats pretty impossible as any other pages are loading up correctly for me
Brianna3:21 PM
I understand, through the device, as much as I wanted to help you with that, it is not our expertise, I'm afraid that I am not able to help you with the information on your device settings. It would be your Device manufacturer that can to help you with that.
Brianna3:22 PM
Okay thank you.
Brianna3:23 PM
The only way for us to see the size in your Google Drive is from the settings> manage apps. If it is not working fine, have you also tried to use other browser aside from Chrome and Incognito window?
Bartosz Rodziewicz3:23 PM
device manufacter of which device? my computer? my notebook? my phone? it is clearly a problem with google site
Bartosz Rodziewicz3:24 PM
i have tried via chrome, chrome incognito, firefox (clean installation without any extemnsions), chrome on my phone (using desktop site)
Bartosz Rodziewicz3:25 PM
also i have tried via diffrent internet connection (phone is using mobile connection) while my pc is using home connection
Brianna3:26 PM
Okay thanks for that. When you check the 3rd party apps on your account, just asking, can you not identify in which device it is installed.
Bartosz Rodziewicz3:28 PM
possibly on my phone, current or previous one
Bartosz Rodziewicz3:28 PM
however that doesnt have much to do with the problem
Bartosz Rodziewicz3:28 PM
the problem is connected with my google account, not the device
Bartosz Rodziewicz3:33 PM
i just checked with my friend and its loading up on his account
Brianna3:37 PM
Alright, here's what we can do Bartosz. I do apologize that we are having this issue. I will be sending you an email, we'll try to reproduce the issue. Kindly send us the screenshots of what error you are having from your Google Drive, also from the Manage apps settings.
Brianna3:38 PM
And possibly raise this issue to one of higher support.
Brianna3:38 PM
But it's going to be via email, will that work for you?
Bartosz Rodziewicz3:39 PM
sure whats the adress?
Bartosz Rodziewicz3:40 PM
and should i pass some ID of this conversation with the email?
Brianna3:40 PM
Kindly expect an email from me after this chat, no worries. Will make sure that we will be working on this issue, and escalate this for you.
Bartosz Rodziewicz3:41 PM
okay thanks for that then
Brianna3:41 PM
Just to make sure, I'll be sending email to bartoszka1996@gmail.com
Bartosz Rodziewicz3:42 PM
yup that one
Brianna3:42 PM
Alright, great.
Brianna3:42 PM
Before you go, Is there anything else I can help you with today?
Bartosz Rodziewicz3:43 PM
i still dont like the fact that this conversation took almost 3h, we went through some scripted ways that had nothing to do with the issue and i was the one who found the way to check something in the product that you are offering support to. i hope the case (about the space because im still not convinced that all of that are the external apps) will be passed to higher support
Bartosz Rodziewicz3:44 PM
other than that, nope, i dont think we have anything to check right now
Bartosz Rodziewicz3:44 PM
thats all and thanks for the "support"
Brianna3:45 PM
I fully understand.I do apologize for taking your time. Looking forward to resolve this issue.
Bartosz Rodziewicz3:46 PM
sure, im waiting for the email then
Brianna3:47 PM
Alright. Thanks for contacting Google Support. Have a good one!
Brianna3:47 PM
Thank you for contacting Google Drive chat support. Your chat session is now complete.
Brianna ended the chat