Teachers Cannot Log In

[RosalineTio]

We are rostered through Clever for Mastery Connect, so our teachers typically log in via Clever as well. we have a handful of teachers who currently cannot log in. When they try, they are taken to an "Oops! You cannot access this page." error. When we try to log in using Mastery Connect's website by entering their credentials, we receive this error: Could not fetch /auth/mc_password/callback, received 500

Has anyone experienced this and how was it resolved? This is not happening to all teachers, only some, and we are not aware of any changes being made to their accounts. As an admin in Mastery Connect, I am able to log in as these teachers. But we cannot log in using their credentials. 

[cstrikwerda · Accepted solution]

Hello @RosalineTio 

Thanks for posting in the Community!

I understand that you are seeing "Oops! You cannot access this page." when accessing from Clever, and a 'Could not fetch /auth/mc_password/callback - 500' error when accessing from the Mastery Connect portal.

When troubleshooting issues with logging in to Mastery Connect, we see these errors related to an alternate email coming from Clever, and can also be related a duplicate account in the system. However, we would want to have these situations reported to see the exact issue.

Mastery Connect Support would be glad to assist troubleshooting these situations. Please don't hesitate to report these as we want to resolve login situations as quick as possible!

To reach out to Mastery Connect Support, please click the Submit a Support ticket when logged into Mastery Connect, or reach out to your School Admin to submit on your behalf.

Here is a reference for submitting a Mastery Connect Support ticket as well: https://community.canvaslms.com/t5/Mastery-Connect-Getting-Started/How-do-I-create-a-Mastery-Connect...How do I submit a Mastery Connect Support ticket? 

Thanks for reaching out in the Community we appreciate your engagement!