Canvas Not Recognizing Passwords

[KasidyMoneer]

I am using Canvas for an online training course and Ive had over 5 students get locked out of their canvas accounts because all of a sudden Canvas says their passwords are incorrect when they type them in exactly correct and never changed them. I have seen this problem with my own account, I am logged in on my account with my correct password, but if I try to login on a new device with the same exact case sensitive password, it tells me my password is incorrect. When you request to reset your password the reset link never sends. I dont know if this is a recent bug with the site or what but its very frustrating. 

[Chris_Hofer]

@KasidyMoneer ...

This might be a bit difficult to diagnose here in the Community.  Many schools that use Canvas as their LMS (Learning Management System) have various ways that they allow students, instructors, and Canvas administrators to log in to their own Canvas environments.  The process for troubleshooting usernames/passwords will vary from school to school.  So, I would suggest that you reach out directly to your school's Canvas administrator or someone from your school's Online Learning / eLearning / Distance Education department who can help troubleshoot this with you.  Hopefully you'll be able to connect with someone at your school soon.  Good luck to you, and be well!

[KasidyMoneer]

Hi, I have no over arching department whatsoever. This is all occurring on a free user account. What are the various ways someone would not be able to login to their account with the correct username and password? How come when you request a new password the link from canvas never sends? This seems like a system problem.

[KevinMeredith]

Hi @KasidyMoneer , you can log in via Google, Microsoft, etc., which may or may not be aligned with the original login information that students provide. Not implying that is happening here, just in reference to the comment above. I am very sorry that this is happening to your learners. If you enable private messaging in the community here, I can send you a PM and I can troubleshoot this for you. I can reset them manually if the students don't try the reset link password again. Thanks, looking forward to hearing from you. 

[joeytst]

Hi Kevin,

I have 2 students facing the same issue, will you be able to help to reset their password? 

Thanks!

[SarahTolvtvar]

I have the free account as well and have had 5 students have to create a new password each time they log in, which then forces them to wait for the reset email (which can take a bit). They have written down their passwords due to having to reset multiple times and it keeps happening. Any advice? 

[JohannaHill]

Hi Kevin, I am having the same issue, and in addition the email to reset passwords never comes. Can you help? Thanks.

[KevinMeredith]

hi @joeytst yep! Private Message me the details please and I'll get them up and running. Thanks!

[joeytst]

How do i message you privately?

[Chris_Hofer]

@joeytst ...

At the top of any page here in the Community, you can see your avatar image at the top right corner of the screen.  Just to the left of that, you'll see an envelope icon.  This is your private messaging system here in the Community.  When you go there, you should be able to send a message to @KevinMeredith.

Hope this helps!

[joeytst]

well this is awkward..i dont think i have the envelope.
i have attached a screenshot of how the top of my page looks like

[KevinMeredith]

Hi @joeytst, go to your avatar and then go to preferences. Within preferences, go to your Private Messenger, and enable private messaging. Then, you should be good to go, and the envelope will be available. Let me know if this isn't working for you. Attached an image for reference.