Here are some steps you can take if a user is having troubles related to connected applications
App is missing
If you or your student is missing a district-provided application from your Clever Portal, please confirm the user is shared with the application.
The most common cause of an application not being shared with a user is not meeting the criteria for associated sections. If you are using sharing by rules and have selected filters related to sections: confirm the user has active sections in Clever and that the sections meet the filters for subject, grade, school, etc.
Clicked on app, receive an error
Clever has an *excellent* tool for debugging this scenario. Please see this article for information on using the "Troubleshoot Login" tool.
In general, if a user clicks on an application in the Clever Portal and receives an error on the application's page, please reach out to the application's support team for help. Most login issues must be resolved by the application's support team.
Clever Tip: If they are seeing an error at a web URL that is not a Clever address, it's likely that the application's team is best equipped to help fix the issue. Please reach out to the application's support team to investigate further!
Here are examples of common errors you might see for specific applications:
Clicked on app, Clever asked for a username and password
If a Clever page asks a user to enter their username and password for an application, enter the correct login information for that application, and click 'Save Login'. If the device has the Clever browser extension downloaded, Clever will save this information and automatically log the student in next time they click the icon from the Portal!
If a user clicks on an application and sees the page below, this means we were not able to log in the user with the username and password they provided. Please have them enter their updated username and password for the application, and click 'Update & Log in'.
If they are still having trouble, please confirm that the username and password entered is correct to log into their account directly on the application's page (i.e. at schoology.com). If you can successfully access the app directly through their website, but not through Clever, please reach out to Clever Support for help!
Data incorrect in apps
If the data in an application is incorrect (e.g. rosters, students, and school associations), please see this article.
Problems within applications
After a user clicks on an application from the Clever Portal, their experience within their product is controlled by the application. If a user is running into an issue within the application, please contact the application’s support team for help.
As an analogy, Clever is the key to get you through the door of the application, but once we get you in, Clever doesn’t have access to the rest of the building. Anything that happens within the application would need to be addressed by the application’s support team, as they will have information on how to best resolve issues.
Here are common examples of when an application’s team will be best equipped to provide support:
- You are receiving an error message on the application’s website
- You are seeing incorrect data within the application, but correct data within the Clever Portal
- You are having trouble accessing grades, homework, textbooks, resources, or running reports within the application
- Your sections have access to the incorrect content within the application
- You have questions about features within the application
- The application does not save a student’s progress
- The application is frozen or logs you or your students out
- You need to merge or match old account