Someone Can’t Login. Now What?

Click on the answer below for additional troubleshooting steps.  Text appearing in purple is a link to an additional page or tutorial.

Does this person know what their username or password is supposed to be?

• If yes… first Attempt a Password Reset; if that doesn’t work, Contact ITS.
• If no… is this person a student?
  • If yes.. See Retrieving Student Login Info.
  • If no… Contact ITS.

Does this person know what their username/password are supposed to be?

(Hint:  Student email and Canvas passwords are updated separately, so updating a student email password will NOT update the Canvas password.

• If yes… first Attempt a Password Reset; Contact ID3 if unsuccessful.
  
  
• If no… is this person a student?
  • If yes… see Retrieving Student Login Info.
  • If no… Contact ID3.

Have they been enrolled in the course on the Colleague/Prodigy side already?

• If yes… Did this enrollment happen just today?
  • If yes… then they should have access to their Canvas course within 4-5 hours.  If they need access to this Canvas course immediately, Contact ID3.
  • If no… Contact ID3.
    
    
• If no (or I don’t know)… Contact ID3.

Does the student know what their email address and password are supposed to be? 

(Hint:  Student email addresses are formatted ab1234567@student.francistuttle.edu, and initial student email passwords are the same as their Canvas/network passwords.)

• If yes… Contact ITS.
  
  
• If no… See Retrieving Student Login Info, or Contact ITS.

Contact ITS.

Is this person a student or a staff member?

• If they are a student… see tutorial for Helping Students Access LinkedIn Learning.
• If they are an instructor… see tutorial for Accessing Linked In Learning as a Staff Member.

Click HERE for more information about accessing GCN, and Contact ID3 if you have questions or issues.

Have you tried accessing this report via the Zone?

• If not…. click HERE for more information about alternate methods of retrieving student emails.

Are you receiving an error message saying Crystal Viewer isn’t working?

• If so… Make sure you are on your teacher workstation computer – not a classroom or personal computer – and log out of all browsers.  Then go to Zenworks (type Zen in the search bar on the bottom left of your PC screen) and then double click the Crystal XI ActiveX icon.
  • If this doesn’t work, you can attempt to access this report via the Zone (see Retrieving Student Login Info) or Contact ITS.

Contact ID3 for assistance.