Where do I begin?
The best place to begin with any login error is by checking your Login Logs! This tool provides you with all of the information you need to find out why your portal login was unsuccessful.
You can filter for successful and failed login attempts for up to 7 days in the past, in addition to exporting these login attempts as a .csv file:
Successful login attempts will show up with a green check mark by their name along with the login method that was used:
Unsuccessful login attempts will show up with a red X by their name:
What are the different types of login errors I can encounter?
It is important to recognize where exactly 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 need to be something corrected within your SIS, while a match failure for an ADFS login may be an issue with your claims rules.
By clicking on the "View Details" link next to the login attempt, you can receive more information on what went wrong in the login process and make the necessary changes to resolve the error by clicking "Learn more about this error."
Additionally, most Clever login errors (when you see a photo of a sad robot!) come with a handy reference code that you can use to filter login attempts in these logs:
Check out this video explaining the three common errors:
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:
- Make note of the exact step in the login process where the error occurred;
- Take a screenshot of the error, including the URL of the page you’re on; and
- Contact Clever Support with the details so we can help you resolve the issue!