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 troubleshooting steps for Clever user login issues.
Reviewing your district Login Logs
The best place to begin with any login error is checking your Clever district dashboard > Support Tools > Login Logs! This tool provides you with the information you need to find out why a user's login was unsuccessful.
You can filter successful or failed login attempts for the past 14 days, or export login attempts to a CSV file in order to filter the data further.
Successful login attempts will show a green check mark by the user's name along with the login method that was used.
Unsuccessful login attempts will show a red X by their name.
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 into the 'Search for User or Reference ID' field to locate that specific error.
Then, select the 'view details' option for further context.
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!