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paula_gailey602
Community Member

Unable to login through Mac

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I can successfully login to my Canvas account through the app on my iPhone, yet when i try to login on my Mac, It says I have an invalid username/password. I have tried multiple times to reset my password with the "reset password" option below the login, but once i enter my email to get sent instructions to change my password, i never receive the email. I have verified multiple times that it is in fact my correct email and password to login. If anyone has any input on how to solve the issue, it would be much appreciated.

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stuart_ryan
Community Coach
Community Coach

Hi Paula,

I would love to get a little more detail about what you are using on your Mac to try to narrow this down, what browser are you using (and have you potentially tried a different browser on the same Mac)?

Also do you potentially have another computer (Mac or PC) that you have been able to try on and have you found the same issue across several computers or only restricted to the one Mac that you are unable to log in on?

With password resets, is that using the default Canvas Login page? (I am trying to ascertain whether your school uses something out-of-box or their own advanced configuration. The Canvas default login page looks similar to this:

335949_pastedImage_1.png

If it is the default page, then the emails certainly shouldn't go missing, and that may be something you need to reach out to Canvas Support for them to have a look, however, as you are unable to log in on a computer, that might prove difficult. It may be worthwhile reaching out to your School Support via https://support.kccd.edu  to see if they are able to assist you further (especially if your Canvas login page looks markedly different from what I have shown above).

Please let me know how you go with those few thoughts and we can dig a little deeper!
Hope that helps.

Stuart

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3 Replies
stuart_ryan
Community Coach
Community Coach

Hi Paula,

I would love to get a little more detail about what you are using on your Mac to try to narrow this down, what browser are you using (and have you potentially tried a different browser on the same Mac)?

Also do you potentially have another computer (Mac or PC) that you have been able to try on and have you found the same issue across several computers or only restricted to the one Mac that you are unable to log in on?

With password resets, is that using the default Canvas Login page? (I am trying to ascertain whether your school uses something out-of-box or their own advanced configuration. The Canvas default login page looks similar to this:

335949_pastedImage_1.png

If it is the default page, then the emails certainly shouldn't go missing, and that may be something you need to reach out to Canvas Support for them to have a look, however, as you are unable to log in on a computer, that might prove difficult. It may be worthwhile reaching out to your School Support via https://support.kccd.edu  to see if they are able to assist you further (especially if your Canvas login page looks markedly different from what I have shown above).

Please let me know how you go with those few thoughts and we can dig a little deeper!
Hope that helps.

Stuart

View solution in original post

Hello Stuart,

For the browser, I have used both the normal google safari and also chrome. I have yet to use another mac or PC to login but I am hoping to do so later today to see if that makes a difference. It is the default login page for canvas that I have been using, looks exactly like the photograph you attached. I am going to reach out to the School Support page If using a different PC proves unsuccessful.

I believe since my reset email is going missing as well, It is a bigger issue than just having the "incorrect" email/password.

If I get any updates from the School Support page I will be sure to let you know.

Thank you for your time and consideration.

Paula

Hi Paula,

Thanks so much for the update, that definitely sounds like something deeper the School support will need to assist with. I hope by now they have been able to give you access again, please let us know how you got on.

Always happy to help as much as we can!

Stuart