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Surveyor II

Troubleshooting log in

Hi all,

I am a new root admin for a small college and will also be working as the field admin for our school.  As I get students telling me they can't login, what steps should I be able to take to help them gain access?  

We are are using Canvas as our direct authentication/login only.  What should I be looking at in their profile?

For an example of what I have done so far to see if it lines up with best practices.  I had two students that their accounts were created and they were unable to ever log in.  One told me they went through the complete time of setting up their password and had a verification message sent to them.  I was able to manually create an account for each of them with a different email which allowed them to log in and then merged their account with the account already created that included their enrollments.  We start classes on 8/24 and want to be ready for the other students I am assuming will have an issue.  

Thanks for any guidance.  

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Community Team
Community Team

@mattgraf 

It wasn't that long ago I was in the same boat as you!  Are you using CSV files to upload and create student accounts, or are you sending them invitations to a course via email?   I ask because the troubleshooting could be a bit different.

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@Renee_Carney 

Yes we have been using a SIS import using a CSV file. 

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Community Team
Community Team

Great!  It's been quite a few years now, but one thing we did was leverage the 'password' column on the csv file to set users passwords from the very beginning.  We chose their student ID number as their initial default password and then stressed how important it was for them to change that when they first logged in.  This did save about 99% of the initial login troubles we were having.

 

*Note - we knew it wasn't the most secure but it was a balance between secure and getting students in.  

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Sounds like I am on the right track, thanks for the information.  Now to troubleshoot that last 1% of students having issues using this process.  

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