How to Troubleshoot SSO ID Errors
Troubleshoot single sign-on ID errors and resolve access issues.
This article applies to districts that use the SSO and Auto-Rostering Access Service and Single Sign-On (SSO) and Manual Rostering Access Service.
SSO applies to districts that use an SSO portal, district website, or Learning Management System (LMS) to access McGraw Hill digital programs, and Direct Login means that teachers, students, and administrators log in at my.mheducation.com. Auto-Rostering means that account creation, class setup, and roster management are automated through a process handled by your district.
Not sure which Access Service your district uses? Click here to learn more about the four Access Services that we support.
Single Sign-On (SSO) users will receive an error message similar to the screenshot above if there is an issue with the SSO ID. This error is typically seen when accessing a McGraw Hill account using the SSO link. The "Code" may differ from above (ex: ID4, TS1), but most errors are caused by the following issues:
To resolve: Add the user to the roster data with all required fields and process the data.
Issue: The user has been added to the roster data, but the data has not yet been processed, so the system is unable to locate the user.
To resolve: After confirming that the user is included in your district's roster data with all required fields, manually upload the roster file(s) or sync your API roster data in Access Manager on the Upload tab.
Note: If you use Clever® as your roster service, a sync will start automatically after changes are made. Depending on the changes, the sync could take up to a few hours to complete.
Issue: There is an error on the account because there is a mismatch between the last received SSO ID and what is in the SSO system. SSO IDs are unique values used to link users to the correct account. They are set up during your initial Integration setup and are one of the following fields: userSourcedId, user ID, username, email, or identifier.
To resolve: Change the ID back if it was changed in error. If the change was intentional and the SSO ID is one of the following: user ID, username, email, or identifier, make sure to process the data with the SSO ID so that it updates in our system. If the SSO ID is the userSourcedID, we will need to correct it in our system. Contact Digital Integration Support at 1-855-315-6417 or IntegrationSupport@mheducation.com to have us overwrite the old value.
Issue: There is a duplicate user that exists with the SSO ID. We see this most often with email, where an email is reused for a new user (usually following a format such as first initial + last name @ domain).
To resolve: First, confirm that you are not sending duplicate SSO IDs for users within the current roster data. If you do not wish to change the SSO ID to be unique, contact Digital Integration Support at 1-855-315-6417 or IntegrationSupport@mheducation.com. We can remove the inactive user from the system or run your district's roster data in Replace mode if multiple users are affected. Replace mode will remove everything that is no longer being sent in the roster data for the entire district.
For more information about SSO, see the SSO FAQ .
If you are still having issues, contact Digital Integration Support at 1-855-315-6417 or IntegrationSupport@mheducation.com.
OneRoster® is a trademark of the IMS Global Learning Consortium, Inc. (www.imsglobal.org).
Clever® is a trademark of Clever, Inc. (www.clever.com)