Ask support if they can re-index your site and see if that does anything.

I mention that because we use Google SSO integration as well currently, we had instances before where accounts were being created, but the staff at the school could not see the account in a custom view or create tickets for them because they wouldn’t populate anywhere. I was able to see where the account was created, and click on the creation record to pivot from Google SSO to the user’s profile page in iiQ, but outside of that they didn’t show up in global search, etc. - it’s possible this could also apply to logging in? The issue for us ended up being our indexes were not updating properly and new users/accounts were experiencing some strange behavior. Support was able to re-index our instance and resolve the issue.

@nafcsahunter Good Morning! Taking a look at your site, it looks like the Authentication Source was disabled for your site so any user created from your Google SSO won’t have the authentication to login.

I see you did create a support ticket and I’m in contact with the assigned agent to help you get this issue resolved on the ticket.

That is greatly appreciated. 

Can you elaborate on where you are seeing that? When I look at my authentication status for google sso, it does show the auth token as valid and it seems to be working?

Hey, I went ahead and updated the ticket with this information. I don’t want your site interface show on a public site so I went into the full detail on the support ticket.

We are getting the same error messages on at least some new staff members. What is the fix for it? 

​@AJennings 2039489 daretolearn Great question - it sounded like the Auth Source was not good anymore. Can you check here on your site? 

I haven’t seen any Google SSO sync errors, I have green checks on those 4 items, and I did re-authenticate yesterday just in case.  The accounts in question are showing the option to Change Password whereas previous users don’t show me the option to change their pw.  Top image is my regular user account, created when  we onboarded.  The bottom image is a new user created a few days. 

​@AJennings 2039489 daretolearn What are your password settings? I am thinking this might be part of it. For example if you allow your users to reset passwords. This should only be for a locally created account since you are importing these users via SSO. 

We should have it set to not allow them to change passwords. This is what I get when attempting to reset my staff account.  I can’t find any place to adjust password settings and we haven’t made any changes to settings dealing with user accounts in a long time. 

 

piggybacking on another topic with a similar issue, 

, my new users are also showing the Delete User option whereas older users don’t have that option.  

​@AJennings I reached out to our support team to gather more information and they asked if you would submit a ticket to them. They will be able to dig deeper into this for you. Make sure to include this thread! Thanks! 

Ticket submitted.  Thank you all for the help!