How to Troubleshoot Single Sign-On (SSO) ID Errors

Troubleshoot Single Sign-On (SSO) ID errors and resolve access issues.

Direct Login and Auto-Rostering

Single Sign-On (SSO) and Auto-Rostering

This article applies to Auto-Rostering districts. Auto-Rostering means that account creation, class setup, and roster management are automated through a process handled by your district.

Direct Login means that teachers, students, and administrators log in at my.mheducation.com.

Single Sign-On applies to districts that use a SSO portal, district website, or Learning Management System (LMS) to access McGraw Hill digital programs.

Not sure which Access Service your district uses? View the Access Service Descriptions article 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:

Issue: The user cannot be found because the user is not being sent in the data, or the user is being sent but missing a required field.

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 userSourcedId in the roster data.

To resolve: Check your users.csv file for duplicate userSourcedIds. For OneRoster® customers, only one row is permitted for each user on the users.csv file. If the user needs to be listed in multiple schools/organizations, list multiple orgSourcedIds in the orgSourcedId column comma separated with quotes (ex: "212,213").

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 Single Sign-On (SSO) Frequently Asked Questions (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)