This guide is meant for people familiar with Google Login who are trying to troubleshoot issues their users are seeing while using Single sign-on (SSO). If you're just getting started with Google and Clever, take a look at the article on Single Sign on (SSO) with Google. To identify issues in your Single sign-on Setup, view your district dashboard > Support Tools > Login Logs.
Normally, when a user clicks "Log in with Google," Clever will send the user to Google where they will enter their username and password. Clever never sees this username and password, but Google will redirect the user back to Clever with a token confirming the user logged in successfully. If it's the user's first time logging in to Clever with Google, they may have to also approve Clever as an app they want to use. Clever will then "match" the Google user with a user in Clever, and log them in to their app.
Unfortunately, in the real world errors do occur - here are the common ones that we identify, and how to resolve them:
- no_match: The unique identifier passed to us from the Google did not match any user in Clever. In essence, a user (let's call her "Susan") was successfully able to prove who she was to Google, but when Google came to tell Clever "Hey, can you log Susan in for me?", we responded "Sorry, we don't have a Susan here". The most common cause of this is a user trying to log in that is not yet synced to Clever, but it could also be that the field we match on, say student number or email address, is missing in the SIS upload for the user in question. We show the matches we tried to make in your Single sign-on (SSO) Event Logs, so check there and then look up the corresponding information in your SIS and/or Clever Data Browser to see what might be going on.
- no_code: When a user logs in to Clever for the first time using Google, they are asked to give permission. If they deny permission, we don't get a valid code to log them in with, and show this error. Ask the user to try again, and accept the permissions to use Clever.
- no_token: A fairly rare error (hopefully!), this indicates Google had an issue while we were attempting to log the user in. This can indicate that Google had a temporary network glitch, or that there is a bug. If you are seeing this error occur frequently, please reach out as soon as possible to Clever Support so we can work with Google and help you troubleshoot.