TABLE OF CONTENTS

• Process overview
  • Check account setup
  • Check account setup in Active Directory (groups etc)
  • Check for multiple accounts
    • Reporting duplicate accounts
  • Other issues
    • Code 500 Errors When Accessing SEQTA
    • No Campus Assigned in Staff/User Record
    • Parent Account Login Issues

Login issues are managed differently depending on the situation. If a new user or individual users can't login, it's likely to be related to account setup. Whereas, if no one can login it's likely to be an authentication setup issue (most commonly, the account SEQTA uses to check passwords in Active Directory has had access revoked).

If no one can log into SEQTA please raise a ticket then call the SEQTA Service desk to report the issue. Make sure to include details of the error in the ticket, an example, and any other information relevant information (eg. when the issue started occurring, whether users already logged in are affected).

Process overview

Check account setup

If unsure as to what the username should be (eg. Active directory username, email address, HR number) then please check with the school's IT department as they will know which authentication method is being used. In most cases, it will be LDAP or SAML (passwords stored in Active Directory) for students and staff and SEQTA's internal authentication (passwords stored in SEQTA) for parents.

If there are issues affecting multiple users it may be a change was made to the authentication method being used, or something has changed in the sync (eg. a code change resulting in a new user record, the user name has changed).

1. Ensure the user has a record in SEQTA through Administration workspace > Data management > Staff/Student/Guardian
2. Ensure the username has been entered correctly into that record. If unsure as to what this should be check another user who you know can access SEQTA, typically it will be one or more of the following:
   • Active Directory user name
   • Email address
   • Anything else (only available if using SEQTAs internal authentication - which is most cases is only enabled for SEQTA Engage)
3. If using SEQTA's internal authentication there will also need to be a password in the user record. Otherwise, the password field should be left blank (in most cases this will be the case for SEQTA Teach and SEQTA Learn)
4. If the above appear correct then the next step is to contact the school's IT and have them check the user account setup in Active Directory. If the user can log in to the school network, but not SEQTA this indicates and issue with the account setup in AD.

Check account setup in Active Directory (groups etc)

In most case, this will be staff and student accounts. As typically only parent use SEQTA's internal authentication system. The Active Directory ground setup may be determined by the account setup in the school's HR or admin system.

If the user can log in to the school network, but not SEQTA, either:

• The user is not in the correct 'Groups' in the School's Active Directory system
• The Username has not been entered into the user record in SEQTA.
• The user is entering the incorrect Username and/or Password.

If the user can't log in to the school network, either:

• There is an issue with the account Active Directory (eg. account locked, password expired)
• The user is entering the incorrect Username and/or Password.

Check for multiple accounts

1. Go to the Administration Workspace > User Management > Account Manager
2. Check for duplicate records by looking under 'Active', 'Ready to revoke access' and 'Ready to provision'.

Each account can only display under one of these categories at a time, so if the same use shows under two it indicates they have more then one account.

How can a user end up with more then one account?

• The user has more then one account in the Admin System
• An additional account was created directly in SEQTA through the Data management page
• The Correspondence flags are changed, which then results in a different Guardian Record being flagged for Engage access

Reporting duplicate accounts

Duplicate student and staff records need to be reported to the SEQTA Service Desk to be merged with a script. Please email or submit a Ticket, and be sure to include the details (ie. code) for both records and specify which needs to be kept.  If the school uses AOS, the current record will be the one with external_id_owner = SIF

Duplicates for Guardian accounts can be resolved in-house by the school if they are showing under 'Ready to revoke access', click here for more detailed information and steps

Other issues

Code 500 Errors When Accessing SEQTA

Refer to the Article Troubleshooting code 500 errors

No Campus Assigned in Staff/User Record

When this occurs, the user will be able to click the code 500 message and continue into SEQTA. However, no student information will appear.

To check if a campus has been assigned:

1. Go to the Administration Workspace > Data Management > Staff or Student.
2. Search for person and click on the record. The campus field should then appear. The staff member needs to be in the same campus as their students to see their students in SEQTA. Students need to be in the correct campus.
3. In most cases, the campus needs to be set in the school's admin system as should it be changed in SEQTA it will be overwritten by the nightly sync.

Parent Account Login Issues

In most cases, this is due to a contact code change. In this case, the old record will require the access revoked and the new one sent a Welcome email. There may also be issues if the Contact record is not linked to any active student records. Please refer to the article Resolving Issues with Parents' SEQTA Engage Access for resolutions.