Any Bromcom agents able to chase a job for me please........Sigh

[Jaan]

Bromcom is currently not fully populating Google Groups for our year groups, which is causing significant problems. This issue is becoming increasingly urgent as several systems now rely on accurate Google Classroom and Google Group memberships.

 

We have an open job regarding this: CAS-407911-V5C5G9, which was logged 27 days ago. While initial support was satisfactory, technical assistance has slowed considerably and responses have eventually ceased.

 

This pattern is concerning, as a previous job with similar Bromcom/Google integration issues from 2021! was automatically closed without resolution in 2023!! Not a typo..... the years are correct.... job for that is CAS-176889-H8N2R6....... i just buried it away for 2 years as i was just angry after putting lots of time into it.

 

Originally, this job was logged as low priority. However, due to the critical reliance of various systems on correct Google Classroom/Group memberships, resolving this is now a high priority....and quite frankly.... I'm exhausted with it.......

 

We need somebody to help us get the sorted once and for all........ as in a dedicated person.

 

I could really do with somebody looking at the backend logs and identifying where the issue/s are.

 

thanks

 

 

[Synkrox]

Glad I'm not the only one. Had a couple of tickets open nearly a year that finally got sorted with updated teacher app.

Like you, first replies seem OK but then even popping an extra comment on a ticket doesn't seem to light it up for someone to look at again which seems weird for a helpdesk.

 

Anyway, in case no one from Bromcom replies on here, I've found that an email to Customer Care Team <[email protected]> will get someone to chase outstanding tickets with the helpdesk for you.

 

Fingers crossed for you!

 

[Bromcom_Alastair]

Hi Jaan - will look into this for you asap. We have a guide on customer care which includes case escalation here. However I will look to get this picked up as soon as possible via this channel now. 

[Jaan]

Just an update to this, since i posted on here my job was updated and i was contacted again. We went through the same stuff as the last 3 times and communication has stop as soon as it gets challenging .... again......

 

This actually started to work as some point during last contact. We hadn't changed anything so i assume something was done on the backend. However we started to get errors again.

 

[INFO] - Going to create 5 Groups.
[ERROR] - Failed to create Group : Year 10 Students.
[ERROR] - Failed to create Group : Year 11 Students.
[ERROR] - Failed to create Group : Year 7 Students.
[ERROR] - Failed to create Group : Year 8 Students.
[ERROR] - Failed to create Group : Year 9 Students.
[INFO] - Created 5 groups and skipped on 0 groups
[INFO] - Going to delete Expired & Unexpected Groups from Google and MIS.
[INFO] - Going to sync members in 0 Groups.
[INFO] - Syncing of G Suite Groups is completed. 5 groups were created, 0 failed.0 had their members synced.

 

last communication i was asked to confirm the email address bromcom had created against the groups in Google as they say on the backend Bromcom thinks they don't exist as they have been deleted. I can see them and they match what the agent says the Database is looking for.

 

 

So do i need to log a complaint to actually get somebody to resolve this...

[k-strider]

Not that it will particularly help but we had the same issues with classroom (we didn't do groups that was done via AD google Sync) unreliable. also if you resync its distructive ie would take say extra teachers out of classes that were added by the teacher on resync. so i am going to use Quick Reports and GAM and Excel to produce the classes next year. which is how i used to do it when we were on Progresso/CloudSchool 

[supportman]

You can also use salamandersoft for this, its what we do with Teams.

[Jaan]

@Bromcom_Alastair Thanks for getting an agent to contact me after i posted here. However, i've had to summit to Customer Care as you suggested. You can see my email below.

 

Thanks again

 

-------------------------  

 

To Bromcom Customer Team,

I am writing to express my profound disappointment and extreme frustration regarding a recurring and critical issue with Bromcom's inability to fully populate and maintain Google Groups for our year groups. This problem is causing significant operational disruptions, and its resolution has become an urgent priority, especially given that several of our essential systems now rely on accurate Google Classroom and Google Group memberships.
 

We currently have an open support ticket, CAS-407911-V5C5G9, which was logged on 08/05/2025. While the initial response was satisfactory, technical assistance has regrettably slowed to a halt, and communication has ceased entirely.
 

This lack of progress is particularly concerning as it mirrors a previous, unresolved issue we experienced with Bromcom/Google integration. A similar job, CAS-176889-H8N2R6, opened in 2021, was automatically closed in 2023 without a resolution. This is not a typo; the years are correct. The sheer amount of time and effort I invested in that previous case, only for it to be abandoned, left me incredibly frustrated. I am exhausted by this persistent problem and the repeated need to chase a resolution for what should be a fundamental integration.
 

Originally, the current job (CAS-407911-V5C5G9) was logged as low priority. However, due to the critical reliance of various systems on correct Google Classroom and Google Group memberships, this issue is now high priority. We desperately need a dedicated individual to investigate and resolve this matter comprehensively and permanently. I strongly believe that examining the backend logs is crucial to identify the root cause of these issues.
 

I have been instructed to contact Customer Care should I begin to experience the same support issues as last time. Please understand that this escalation is a direct result of the historical challenges we've faced and the current lack of progress on a critical operational issue.
 

We require immediate and focused assistance to get this sorted once and for all.
 

Please see this thread on Edugeek for reference where i was instructed by a Brocmom agent to contact customer support;
https://www.edugeek.net/forums/topic/223697-any-bromcom-agents-able-to-chase-a-job-for-me-pleasesigh/#comment-2003908
 

Once more, after submitting my post to Edugeek, I was offered initial support by a Bromcom agent who committed to chasing it up. Yet, the pattern repeated: communication and assistance slowed to a halt.
 

While my Edugeek peers have helpfully suggested third-party alternatives, I believe Bromcom should inherently function as intended and be fully supported without requiring additional investments in external products or services to resolve these issues.
 

I appreciate your prompt attention to this matter and look forward to its resolution.

Sincerely,
 

Jaan
Network Manager

[supportman]

Sometimes with these type of things, its not Bromcom who are the issue, its most likely Google and their API's, but just guessing.

[Jaan]

40 minutes ago, supportman said:

Sometimes with these type of things, its not Bromcom who are the issue, its most likely Google and their API's, but just guessing.

That would be fine if they were to tell me that. I suggested that we were hitting a Google API limitation when first syncing all the groups. But now even though the groups are now created, Bromcom thinks they don't exist and tries to create them every time its syncs.

 

 [INFO] - Going to create 5 Groups.
[ERROR] - Failed to create Group : Year 10 Students.
[ERROR] - Failed to create Group : Year 11 Students.
[ERROR] - Failed to create Group : Year 7 Students.
[ERROR] - Failed to create Group : Year 8 Students.
[ERROR] - Failed to create Group : Year 9 Students.
[INFO] - Created 5 groups and skipped on 0 groups
[INFO] - Going to delete Expired & Unexpected Groups from Google and MIS.
[INFO] - Going to sync members in 0 Groups.
[INFO] - Syncing of G Suite Groups is completed. 5 groups were created, 0 failed.0 had their members synced.