Students locked out after changing password

[dvaughan]

We are having a few student problems where students get locked out of CANVAS and when they try to change their password they get into an endless loop of notification to confirm, then being asked again to set password, etc.

We have one student who has never succeeded in logging in and another who's access suddenly stopped working.

Regards

Donna

[kona]

 @dvaughan ​, it's hard to trouble-shoot something like this without knowing how your Institution deals with Canvas usernames/passwords. If you are using a free for teachers course, then my first recommendation is to check this guide - How do I reset my password? - and make sure students are following these directions. If you're not using a free for teacher account or if you are and these directions don't help, then my next recommendation is to contact Canvas Support to see if they can provide some assistance. If you're not sure how to do that then go to Canvas and click on the Help link (top right) and "Report a Problem." Make sure and provide as much detail/information as possible.

Hope this helps!

[dvaughan]

Thanks Kona. It’s a private course so we have our own login URL. We have another case where the student has never been able to login. He gets emails saying his account has been verified but when he tries to login it resends the email to verify. These are very odd cases. For the one I posted however the problem started after she used the mobile app.

Regards

Donna

Dr. Donna Vaughan

Director of Academic Programs

CAPA International Education

301/ 21 Berry St

North Sydney NSW 2060

AUSTRALIA

T: +61 (2) 9929 5253

F: +61 (2) 9929 5255

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I acknowledge Aboriginal nations as the first people of Australia. I thank them for their custodianship of this Land and pay my respects to Elders past and present.

P Please consider the environment before printing

[kona]

Are you contacting Canvas Support about this? If so, then please let us know what you find out!

[dvaughan]

Yes. I have escalated to Level 1. It’s very weird.

Dr. Donna Vaughan

Director of Academic Affairs, Sydney

CAPA The Global Education Network

301/ 21 Berry St

North Sydney NSW 2060

AUSTRALIA

T: +61 (2) 9929 5253

F: +61 (2) 9929 5255

E: dvaughan@capa.org<mailto:dvaughan@capa.org> | W: www.capa.org<http://www.capa.org/>;

Facebook: www.facebook.com/CAPAstudyabroad<http://www.facebook.com/CAPAStudyAbroad>;

Twitter: www.twitter.com/CAPAstudyabroad<http://www.twitter.com/capastudyabroad>;

Pinterest: www.pinterest.com/CAPAstudyabroad

CAPA Blog: http://CAPAworld.capa.org

P Please consider the environment before printing

[dvaughan · Accepted solution]

OK so I did contact CANVAS but they had no answer so in the end I just changed the user’s password using my admin permissions and the problem was solved. We still need an explanation as to why the ‘forgot password’ routine doesn’t work.

Dr. Donna Vaughan

Director of Academic Programs

CAPA International Education

301/ 21 Berry St

North Sydney NSW 2060

AUSTRALIA

T: +61 (2) 9929 5253

F: +61 (2) 9929 5255

E: dvaughan@capa.org<mailto:dvaughan@capa.org> | W: www.capa.org<https://remote.capa.org/owa/redir.aspx?C=cve85mfAQ0O0A0lc5q2kBUmtTMnAdM9ImKy4hwA-XmsvNp...;

Facebook: www.facebook.com/CAPAstudyabroad<https://remote.capa.org/owa/redir.aspx?C=cve85mfAQ0O0A0lc5q2kBUmtTM...;

Twitter: www.twitter.com/CAPAstudyabroad<https://remote.capa.org/owa/redir.aspx?C=cve85mfAQ0O0A0lc5q2kBUmtTMn...;

I acknowledge Aboriginal nations as the first people of Australia. I thank them for their custodianship of this Land and pay my respects to Elders past and present.

P Please consider the environment before printing

[kona]

Could just be a strange technology glitch. Glad you were able to figure out a work around to get your students into Canvas!