Clever user logins are simple and easy to troubleshoot! Please visit this article for information on the various types of Identity Providers (IDPs) supported by Clever. This article provides general information on how to use Login Logs to investigate problems logging in to Clever.
Reviewing your district Login Logs
The best place to start when troubleshooting an error logging in to Clever are your Login Logs (Support Tools > Login Logs) This tool provides you with the information you need to find out why a user's login was unsuccessful.
Login logs provide data for the past 14 days of login events to Clever. You can filter by login success, user type, and search by Clever ID or Reference ID. Reference IDs are provided if the login to the IdP was successful but the user was not authenticated into Clever.
If you prefer, you can export the data as a CSV for local use.
Successful login attempts will show by the user's unique identifier along with the login method that was used.
Unsuccessful login attempts will show by user's unique identifier.
Troubleshooting login errors
It is important to recognize where the error is occurring in order to troubleshoot effectively! For example, getting an invalid username or password error message for a Clever Passwords login may be something that needs to be corrected within your student information system (SIS), while a match failure for an ADFS login may be an issue with your claims rules.
Select the View Details link next to the individual failed login attempt in your Login Logs to obtain information on what went wrong during the login process. Then, select Learn more about this error to troubleshoot the issue further.
Additionally, most Clever login errors come with a reference code that you can use to filter user login data in the Login Logs.
Simply copy the reference code and paste it under Search for User or Reference ID to locate that specific error.
Select view details see additional information
What if I don't see my error here?
If you’re seeing an error that isn’t covered in this Help Center article, please do the following:
- Review these Help Center articles for additional troubleshooting steps for your specific IDP.
- If you still have issues, document the specifics of what is occurring when the user attempts to log in to Clever (e.g. error message, reference code, screenshot, etc.).
- Contact Clever Support with the details so we can help you resolve the issue!