Troubleshooting Accounts

Troubleshooting your school's accounts

Some terminology: Authentication and Authorisation

Authentication refers to entering a valid username and password on the Cloudwork signin screen to access the Cloudwork application.

Authorisation refers to accessing a service (such as Complispace, Clickview, etc) once you have successfully logged in to Cloudwork.

Why can't I see this new user yet?

The LDAP synchronisation task to update users in Cloudwork runs every 3 minutes, and the synchronisation task to update groups runs hourly.

If you have allowed time for the synchronisation tasks to run and your new user is not yet available, check the sync task:

1. Determine which sync profile the user should have come from. There may be different sync profiles set up for your school depending on what role the user will be (student, parent, staff) and whether that user is temporary or permanent. To see all profiles for your school, select Sync Profiles from the menu at left.

2. Go to the Reports > Provisioning screen, which displays information about sync tasks.

3. Find the task(s) for the relevant sync profile.

Note: Usually a full sync is run overnight. The relevant task to check may be one that ran between 11pm and 4am.

If a sync task encountered errors, there is a link Show Errors to the right of the task update details.

4. Click the Show Errors link to display more details of the task run.

If the missing user does not show up in the errors list, that user should have been added to Cloudwork.

Create a ticket in the Cloudwork Support dashboard at support.cloudwork.net.au to request help locating the user.

Why can't this user log in to Cloudwork?

Check account status

1. Select Users from the Cloudwork dashboard menu and in the User List screen, search for the user.

The search will look for the search value in the email, first name, last name and user name fields.

2. Click the email link to display the user's details.

3. What is the user's Account Status?

If status = suspended then the user will not be able to log in.

Note: If you do not find the user or if the user was wrongly suspended, check the status of the user in the Active Directory (or in your School Management System, if that is how you manage this type of user). If the user details are correct in Active Directory or SMS, the next sync task should add/update the user in Cloudwork.

Check for failed login attempts (Authentication Failed)

Note: If a user tries to log in to Cloudwork with an incorrect or wrongly typed username, Cloudwork will not have a record of this activity. If the user tries to log in with an incorrect password, this will show up in the User Activity screen as a failed authentication.

1. Select Reports > User Activity from the Cloudwork dashboard menu.

2. Filter the User Activity list and locate activities for the user.

3. Check for failed login attempts (Event = Authentication Failed).

• If you find a failed authentication activity for the user, the problem was an incorrect password. Advise the user of the problem and follow up according to your school's procedure.

Some schools offer their users a link on the signon screen: I forgot my password. Clicking this link will allow them to reset their password if they provide their correct username and the recovery code sent to them by the system.

• If you do not find a failed authentication activity for the user, the problem was an incorrect username. Advise the user of the problem and follow up according to your school's procedure.

Some schools offer their users a link: Remind me of my forgotten username. Clicking this link will prompt the user for their email address or phone number and will send the username to them via email.

Note: For staff and students the recovery email address should be their personal email, not the email address provided by the school.

Why didn't the user receive their password recovery email?

When a user initiates a password reset, Cloudwork sends them an email with a recovery code which must be entered with the new password to complete the reset. The email is sent to the address held in the Recovery Details field for the user.

Check if the email with the recovery code was sent

1. Select Reports > User Activity from the Cloudwork dashboard menu.

2. Filter the User Activity list and locate activities for the user.

If you find a Password Reset Started activity, the email was sent.

There are many reasons why the email might not have reached the user: it might not have been delivered due to a network problem or the user overlooked the email in a crowded inbox. Ask the user to check their emails (including the spam filter) again, or initiate another password reset.

Check the recovery email address for the user

If in the User Activity list you do not find a Password Reset Started activity, the recovery email was not sent to the user. You'll need to check the recovery email address for the user.

1. Select Users from the Cloudwork dashboard menu and in the User List screen, search for the user.

The search will look for the search value in the email, first name, last name and user name fields.

2. Click the email link to display the user's details.

3. Check the email address in the Recovery Details section.

4. If the address is missing or is 'unverified' it was not set up correctly. To correct it:

• Click Edit (to the right of the Recovery Details heading).
• Correct the recovery email and/or phone.
• Tick the Manually updated check box to prevent Cloudwork from updating the recovery information from the sync profile (and overwriting this change).
• Click Submit.

Note: For staff and students the recovery email address should be their personal email, not the email address provided by the school.

Why did the user's password reset fail?

To complete a password reset the user must complete the Password Reset form by typing the recovery code sent to them as well as their new password.

1. Select Reports > User Activity from the Cloudwork dashboard menu.

2. Filter the User Activity list and locate activities for the user.

3. If you find a Password Reset Started activity, the email with the recovery code was sent. If there is no Password Reset Complete activity, the reset process was incomplete and the password was not updated. The user may have:

• typed the recovery code incorrectly in the Password Reset form, or
• typed the new password incorrectly (they must type it twice to confirm it).

4. Advise the user of the problem and follow up according to your school's procedure.

Why can't this user access a service? (Authorisation Failure)

1. Select Users from the Cloudwork dashboard menu and in the User List screen, search for the user.

The search will look for the search value in the email, first name, last name and user name fields.

2. If you find the user, click the email link to display the user's details.

3. Check Groups. Are the required group membership(s) included in the Groups list?

Note: A group sync is run hourly, so ensure you have allowed time for the sync to complete before checking recent updates to group memberships.

4. If a group membership is missing, investigate the relevant group sync profile.

a. Select Sync Profiles from the Cloudwork dashboard menu and click the name of the relevant group sync profile.

Did the last sync profile task complete successfully? Check the date and time the last task completed to ensure you are looking at the relevant task run.

b. Examine error messages for the sync task:

• Select Reports > Provisioning from the Cloudwork dashboard menu.

• Find the task(s) for the relevant sync profile.

Note: Usually a full sync is run overnight. The relevant task to check may be one that ran between 11pm and 4am.

• If a sync task encountered errors, there is a link Show Errors to the right of the task update details.

• Click the Show Errors link to display more details of the task run.

c. If the sync task was successful and there were no errors for the user, check Active Directory to see if the user is part of the group.

• If the user is part of the group, the next full sync task should update Cloudwork.
• If the user is not part of the group, follow your school's procedure to fix the data processes.

Need more help?

Create a ticket in the Cloudwork Support dashboard at support.cloudwork.net.au