In many cases, this is solved by the functional manager, depending on how it has been set up.
There are two options, letting you perform various actions to resolve the problem:
Students log on using the login screen:
- Reset password
- Check username
- Check URL
- Log on yourself using the test student account to see if it is a structural problem.
Students use single sign-on (e.g. Surf):
- Did they log on to the portal/server successfully?
- Is the student registered correctly in the Active Directory (or the system that provides the AD data)?
- What is the student’s status in OnStage? (User yes/no, Active yes/no)
- Does the SSO work for the user in the other systems that use it?
- Does the SSO method work for other users?
- Check the URL (students sometimes use a wrong favourite, caused by automatic redirecting)