In this article, you will learn about diagnosing and addressing login issues that students, teachers, and staff may encounter with your connected applications.
Troubleshooting login issues
If a user is experiencing a login issue, we recommend logging into your Clever district dashboard to confirm that the user's record is correctly shared with the application. Please check the following:
- Has the application recently synced with Clever?
If you make an update to your Clever data (including modifying your sharing permissions), you can expect these changes to be reflected in the application within 24 hours. You can view the most recent sync time for each application from the application's Overview tab. Just look for "Last Sync"!
- Does the application support SSO for this user type?
Some apps only support single sign-on (SSO) for certain user types. You can view which user types are supported by the application on its Settings tab. For more information on supported user types, see this article.
- Is the user's record receiving a data warning?
If the missing record is in the data warning, it’s likely that resolving the data warning will enable the user to access the application. You can check the application’s data warnings under its Data Validation tab. To better understand data warnings, see this article.
- Is this a SSO (Saved Passwords) application?
Sometimes users will have the incorrect credentials saved in Clever for one of their SSO (Saved Passwords) applications. You or the student's teacher can update those credentials in Clever by following the steps in this article.
When should I contact the application's support team?
If you’ve confirmed that the record is syncing, supported, and free of any data quality problems, it's best to directly reach out to the application's team for insight on the login issue.
Here are a few examples of errors that you might see. Notice that the URL's of these errors occur on the application webpage:
When contacting the application's team, please share your name, district, and the error message. Their team will use this information to troubleshoot and fix the error. If you are unable to find the contact information for the app, please feel free to contact Clever Support and we will be happy to connect you with their team.
We have great relationships with our application partners, so they may loop in Clever Support to help address the issue. Also, please feel free to copy Clever Support on your message to confirm that your settings are correct.