Overview
SS&E Authentication is managed via institutional Single Sign-On (SSO). The institution's SSO system authenticates a user with their institutional login details, and passes the authenticated user identifier to SS&E. That user identifier must match either the username or primary email address displayed on the user's Person record in SS&E Administration > People & Roles > People > Institution Id.
Follow the steps in this article to quickly resolve most SS&E login issues for individual users. If your entire campus is unable to log in, submit a request to Watermark Support.
End User Login Troubleshooting
End users should follow these steps to resolve login issues.
- Log out of your institution's SSO system and log back in.
- Log in with a different internet browser (Chrome, Edge, Safari, Firefox) or an incognito/private browser window.
- Clear the browser cache/cookies.
- Log in on another device (phone, etc.) while not connected to the campus wifi/internet network.
SS&E System Administrator Login Troubleshooting
SS&E System Admins should follow these steps to resolve login issues for end users.
- Confirm that the user's username or primaryEmailAddress on their person record in SS&E exactly matches the email they are entering. If the username/email in SS&E does not match their SSO user identifier, enter the SSO user identifier on the Person Override menu in their "username" field.
- For more information about setting Person Override values, refer to the Person Overrides article.
- Confirm that the user has a role assigned and is active in SS&E.
- Confirm that the user can be impersonated. If they cannot, see troubleshooting steps in User cannot Log In and/or the Impersonate function is not working.
- Search People Administration by username and primary email address. User identifiers must be unique to enable authentication to match to the correct user, so if the search returns multiple person records, all "duplicate" emails/usernames must be resolved (via Person Override) so that these users can log in.
- For more information about setting Person Override values, refer to the Person Overrides article.
Institutional IT SSO System Troubleshooting
Because the authentication of users happens within the institution's SSO System, the campus IT team should follow these steps to resolve login issues for end users.
- Confirm that the user's SSO account is active and they are assigned to/have access to the Watermark Student Success & Engagement (formerly Aviso) application within the SSO system.
- Confirm that the user identifier passed to SS&E by the SSO system matches the person's username or primaryEmailAddress on their person record in SS&E.
Note: This may or may not be the username/email they enter into the username field in the SSO system. It could be a userPrincipalName, user id, or other value.
If none of these solutions resolves the login issue, submit a request to Watermark Support for assistance. Be sure to include the following details:
- How many users are affected (one user or all users).
- When the issue began.
- Your campus IT contact for SSO/Authentication.