Teacher sign-ups are much simpler than district connections - there are no sharing rules to configure or overnight syncs, and teachers can make changes directly regarding which of their classes are shared, rather than having to go through a district admin. However, as with any integration, there are potential things that could go wrong.
User Clever login issues
The first step in troubleshooting a login issue is to verify that the user can log in to Clever. To do this, follow the steps outlined in our Common Single-Sign On (SSO) issues article to triage the issue and identify where the issue is occurring. Login methods are configured by the district, so if the user has issues logging in to Clever, we recommend directing the user to their district support contact for further investigation.
Users who do not have access to your app
To identify whether a teacher or student is configured to have access to your product, you can search for their name in your Clever Dashboard.
For district-enabled connections, first search for the name of the district, then search for the name of the user:
For teacher sign-ups, first visit the Clever Library page, then search for the name of the user:
If you are able to find the user in your dashboard, then the user has access to your application. If they are having trouble finding it in their portal, remind them that district-added resources are in the district page of the portal, and that teacher-added resources are in each teacher’s Class Page.
Users who cannot log in to your app through Clever
If teachers or students can click on your product’s icon, but are not logged in successfully, there is likely an issue with how your product processes the login. To allow your team to reproduce and identify the issue, you can initiate a Clever log-in to your application as a specific student or teacher by clicking the “Log in as…” button on the user’s profile page (accessed by searching for the user by name):
This kicks off the same OAuth process that occurs when that user logs in via Clever, and should surface any issues that the user is setting.
Student accounts are not correct in your app
This issue most commonly occurs when your product has not synced the latest information from Clever. We recommend either syncing data on each teacher log-in, or adding a “Sync with Clever” button to the page in your product where teachers manage their classes, for example:
In your Clever Dashboard, you can navigate to the profile page for a student or teacher to see the current information that has been synced from the district’s Student Information System (SIS):
If the data in Clever for a teacher is incorrect, for example if they are missing a student, it is likely that the district’s SIS is not accurate. In this case, direct the teacher to check with the person at their school who manages the SIS, often referred to as the school secretary or the school registrar.