Audience: ClassLink Administrator
If some users are having trouble signing into apps, follow this troubleshooting guide.
- Step 1 - Impersonate the User and Check for a SourcedId
- Step 2 - Search for the User in OneRoster
- Step 3 - User is Missing or has an Invalid Username
- Step 4 - Check for Enrollments
Note: In order to troubleshoot users having issues with applications, your organization would need the Roster Server.
Step 1- Impersonate the User and Check for a SourcedId
Classlink Management Console -> Groups & Users -> Users. From here, find the user and impersonate them (click the yellow icon).
Next, open https://auth.classlink.com in a new tab and verify the user has a sourcedId. If the user has a sourcedId, go to step four.
Step 2- Search for the User in OneRoster
If the user does not have a sourcedId, there are two possible reasons: they do not exist in OneRoster, or they have an incorrect username in OneRoster. To check, go to the Manage section under OneRoster in the Classlink Management Console.
Then, click on Preview Data, and then Users. From here search for the user by username. If you can't find the user by username, try searching by the identifier, or first and last names. If you can't find the user or the user is found with an incorrect username, go to step three. Otherwise, go to step four.
Step 3- User is Missing or has an Invalid Username
If the user cannot be found
Your CSV files will need to be checked as to why they do not have the user.
If the user has an invalid username
If the user was found, but with an incorrect username, the users.csv file will need to be updated with the correct username.
Step 4- Check for Enrollments
Before continuing with this step, make sure that the user is included in the permissions for the application. Check that the user's school (org) and the course the class using the application are both included in the permissions. For more information, see Setup Permissions.
If the user is found, ensure they have enrollments. Copy the sourcedId from Preview Users and go into the Applications section. Open the actions menu for the app the user is having trouble accessing and click Find.
Search for a user and enter their sourcedId.
Make sure that the user is enrolled in the proper classes. If the user is not, your enrollments.csv file will need to be corrected.