I’m frustrated

Gapps users profile email seems incorrect/can't see enrolled courses

We have a Gapps user lellenbecker@athens1.org. When she logs in, she does not see the courses she has been enrolled in. When looking at her profile, the email shown is lellenbe@athens1.org. This email was was attached to an account that originally had been assigned to her. That account was deactivated in OC. That email was active when she was first imported to Gapps (and then to OC) from AD (old 8character user name model). We changed the Gapps account and created the new OC account correctly (though the admin used manual rather than importing from Gapps). Though there is a correct user account in OC (lellenbecker@athens1.org), it seems the lellenbe@athens1.org is still "sticking" to her OC account when accessing OC through Gapps and therefore she doesn't see the courses that lellenbecker@athens1.org has been enrolled in. Help! BTW, the "nickname" in Gapps had been deleted, so there is no longer any lellenbe@athens1.org in our domain (acccount or nickname).
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  • We're sorry to hear of Linda's experience. It sounds like our system may be confused.

    I'm going to summarize what we understand from the information you have shared:

    Linda was originally created as lellenbe@athens1.org in both Google and OpenClass. You then recreated Linda's account in Google with lellenbecker@athens1.org, deleting all instances of lellenbe@athens1.org in Google. The lellenbe@athens1.org was deactivated in OpenClass, and lellenbecker@athens1.org was added to OpenClass manually.

    Now when Linda logs into OpenClass, she sees the Dashboard that was associated with lellenbe@athens1.org rather than her new account lellenbecker@athens1.org.

    Is this correct?

    Can you please tell us how Linda is entering OpenClass with her new account? Does she login to Google with her lellenbecker account and then use the 'More' dropdown menu in the Google toolbar to locate and click on the OpenClass link? Or is she logging in through www.pearsonopenclass.com?

    When Linda logs in, does she receive any error messages?

    Also, I notice that the lellenbe account is not enrolled in any courses, but the lellenbecker account is enrolled in three. Should the lellenbecker account be enrolled as a student or an instructor in these courses?

    Thank you for your help, Michael! We appreciate the assistance in troubleshooting.
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  • You have a good grasp on the situation. Linda logs into Google Apps for Ed first (as lellenbecker@athens1.org), then chooses the OpenClass application from the "More" button. The OC app opens appropriately, but does not show her enrolled in any courses. When going to the "profile" in a session, the institution shows up correctly as the Athens School District, but the email continues to indicate lellenbe@athens1.org.

    There does not seem to be any instance of lellenbe in the Google apps domain. I've checked directly as well as through GAM. Obviously, the lellenbe@athens1.org email address ref continues to persist in the deactivated initial account in OC. The lellenbecker account seems to be properly formed in OC, as you noted she is enrolled in courses as a student (professional development course for teachers). She has not created any courses as an instructor yet. Seems there is a persistent attachment and maybe the lellenbe@athens1.org address needs to be purged from the OC database/tables. Not certain if the manual creation is impactful, but of course we can't delete the lellenbecker@athens1.org and "start over".

    It would be great if we could resolve this as soon as possible. Linda needs to access the courses asap and we'd prefer this be done in the appropriate manner. Thanks for helping!
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  • Thank you for providing additional detail, Michael. We have escalated this issue to our technical teams. We will provide you with an update as soon as one becomes available.
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  • Thanks. We will be excited if this can be resolved. We have another user with a similar issue (again, created first under an old account, then "updated" with a new username protocol).
    It seems the users can get to the courses appropriately when logging in at pearsonopenclass.com. So the issue appears to be related to the Gapps-OC SSO interplay. Hope this helps a bit.
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  • This is helpful. Thank you for taking the time to provide us with new information as it is made available to you, Michael. We appreciate it.

    We still have our technical team working on Linda's account. In the meantime, please request she and the user you mention above login through www.pearsonopenclass.com. We apologize for the inconvenience and appreciate your patience.
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  • I’m frustrated to the max.
    Previously had an issue with wrong google email account not connecting to open class (OC). OC allowed access from their main site instead of Google Apps (GAPPS). So one class works that way. But two other courses will not go to the new account. The old account was deleted by OC but still can't get those two existing courses to connect to the current, accurate account. For example, lellebecke is deleted; lellenbecker is correct but still problems. Also problems with tkamm (old) and tkamm-peissig (correct).

    This reply was created from a merged topic originally titled
    Two accounts - one wrong, one right; won't connect properly from Google Apps to Open Class..
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  • EMPLOYEE
    I’m confident we resolve this issue.
    We can understand your frustration, Timothy, and apologize for the inconvenience.

    Our team continues to investigate a possible issue within our system that is causing the account confusion for the two users you name above. In the meantime, can you please review the configuration of these two user accounts on the Google side? Please confirm the only email reference for each user is the email address as it currently exists in OpenClass. Please also confirm there are no 'Nicknames' that point to their old email addresses associated with their accounts in Google.

    With regards to the issue affecting Linda's courses in OpenClass, we have completed the calls to enroll her account in each of the four courses that were listed in the Administrator view of your campus. Can you please review the screenshot below to confirm these are are the correct courses?
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  • EMPLOYEE
    I’m hopeful we're on the right track.
    Glad to hear you're feeling better, Tim. Were you able to review the two user accounts in Google? Our team hasn't been able to identify evidence that links the users' new email addresses with their old email addresses.Thank you for your help!
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