I’m frustrated

Institution and student on different domains

Hi OpenClass Team,

When I use my account, I simply click on "More" in my Gmail to access OpenClass. Once I clicked on this, I am automatically authenticated and logged in to the system. However, one of my students could not log in. When he clicks the OpenClass under "More" in Gmail, he is prompted to log in using a username and password. He tried to login using his Google email and password but still he can't access it.

What seems to be the problem here? Please advise as soon as possible. Thank you.
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  • EMPLOYEE
    I’m looking forward to more details!
    It's hard to say without knowing the name of the student you are referencing, Januel. Can you please provide the full last name and first initial of the first name so we can take a closer look?

    Also, can you please tell us if this particular student has ever been able to login to OpenClass? And if so, what method did he/she use?

    Thank you for your help!
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  • Hi,

    Here are the details.

    Institution Name: FG Learning Portal
    Student: KFC Del Monte
    Last Login: N/A (first time to use OpenClass)

    I believe you were fixing a bug in the system last month where the bug is causing the student's account to be associated with Google and non-Google attributes due to the change in login workflow. Your team said that your target release for the fix was on September 13. Is this problem still connected to this bug?

    Hope to hear from you soon.
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  • Thanks, Januel! We appreciate your help in identifying this issue. Especially if we missed a fix. We'll want to get our teams on this right away.

    Can you please test this for us? Is it possible one of the following applies to him:

    1. He was manually sent the activation link for his account. He then clicked the link, created a new password, and attempted to use this new password to access OpenClass rather than his existing Google password.

    2. His password was reset in OpenClass and this new password was used to access OpenClass rather than his existing Google password.

    If either of the above scenarios applies to your student, can you please ask him to login at www.pearsonopenclass.com? The student will enter their email address and the new password that was created, not his Google password, in the non-Google fields. Please see the screenshot below for an illustration.

    Thanks again for your help, Januel! Please let us know if the student is able to login via the non-Google workflow.

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  • Hi OpenClass Team,

    None of these applied to him. Once I added this user to OpenClass and enrolled him into a course, he was not prompted to create a new password for OpenClass. What he did when he received an email from OpenClass (that he was added and enrolled to a course) was to click "More" in Gmail to access OpenClass. That's when OpenClass prompted him to sign in using an email address and password.
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  • Thanks, Januel. In take a closer look at this account, we see there is a domain discrepancy preventing the activation of his account.

    This student is unable to login to OpenClass using his Google credentials because his email address does not exist on the domain on which you installed OpenClass. The FG Learning Portal institution was installed on the foodgroup.ph domain. This student's email address exists on the kfc.ph domain. The domains must match for a student to be able to login to OpenClass with their Google credentials.

    In order for this student to access your institution, you will need to manually send him the invite link. He will then use this link to activate his account and create a password. Rather than logging in with his Google credentials, he will login with the email address used to create his account and the password he created when activating his account. He will enter these at www.pearsonopenclass.com as illustrated below.

    Feel free to learn more about multi-google domain support in an alternate post here in the Community Forum.

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  • I’m frustrated
    This reply was created from a merged topic originally titled
    Institution and student on different domains.


    Hi,

    I don't know why your team is already closing a topic that has not been resolved yet. Happened twice to me already! It says that, "This topic is no longer open for comments or replies." Very frustrating.

    Anyway here's my reply for the said thread:

    My student has a kfc.ph email. However, the kfc.ph (app) resides in our foodgroup.ph domain. This means that technically the kfc.ph and foodgroup.ph shares the same domain. So is the difference in domain name really the problem here?

    Thank you.
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  • EMPLOYEE
    I’m happy to field your questions.
    Our apologies, Januel. When we believe our answers to questions posted here in the Community Forum are thorough and appropriate, we close them out to help maintain a sense of organization. In order to continue to provide free support for our community, we must employ all methods of efficiency. Thank you for taking the time to post your follow up question! We appreciate it.

    To answer your question, yes, the difference in domain is causing the issue. In our previous response, we suggested you leverage the multi-domain tool to add secondary domains to your existing OpenClass institution. After you complete the association of your secondary domain, instructors and students on the kfc.ph domain will be able to access OpenClass with their Google credentials.

    We hope this is helpful, Januel. Thank you again for your questions.
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  • I’m thankful
    Hi,

    I understand your effort in organizing this Community Forum. However, in my opinion, I think you should leave the topic open for a specified period of time 1) so that the users can test the solution first and 2) in case there are follow up questions connected to the same topic.

    Anyway, let me try out this solution first. Thank you! (:
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  • We can understand where you're coming from, Januel, and will take your suggestions into consideration. Thank you!
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