Cognito login Error Messages & FAQs

Following are a list of errors that can occur on the login page, and steps a system admin can perform to remedy:

Incorrect username or password

This error will occur when the user has migrated into the new login system, but is entering the wrong password for their existing username. 

• Lookup user profile, and verify they are using the correct username
  
• Instruct the user to use the RESET/FORGOT PASSWORD option from the login screen if their email is verified
• Change the password and instruct student to login if email is NOT verified.   (They will be asked to set a permanent password once they have logged in.)

Login not found

This error occurs when the user has NOT migrated to the new Cognito login system, and (1) Either the password is wrong, or (2) the username does not exist

• Ask the user to double check the spelling of their login and password
• Verify the user has previously registered into Coursettra, and has an existing account.
  • If user does not have an account, ask them to use the "Create account" option
  • OR, as an admin, create their account using the NEW ITEM > PERSON option from the main menu.   (The user will be sent an email with their login credentials, including temporary password.) 
• Lookup the users profile page, and verify their username under the LOGIN AND PASSWORD section
  • If email is unverified: change password, then instruct user to try again
  • If email is verified:  instruct user to use the reset/forgot password option

Something went wrong.  Please try again in a couple minutes, and if the problem persists contact your system administrator.

This error would occur if there is a connectivity problem, and the login page is not getting a response from Cognito.

• Verify the user is connected to the internet, and able to access other sites (ruling out if the connection issue is on the user side)
• Attempt to login to the system yourself (verifying if the system is connecting)
• Contact Irth for assistance:   coursettrasupport@irthsolutions.com

The login exists but doesn't have an email

Users cannot access Coursettra without having an email on file. 

• Lookup the user profile page  
  • Under the LOGIN AND ROLE INFORMATION section, add a valid email below the user ID
  • Instruct the user to try their login again

There is a problem with your username.   Please contact your system administrator.

This error is the result of more than 1 user having the same username.  The username for this person will need changed by a system administrator.

1. Lookup the user profile page.
2. Under the ROLES AND PERMISSIONS section, change he username (note:  the password will remain the same)
3. Verify the user has an email address entered on the EMAIL ADDRESS section of the persons profile page, verify there is an existing email
4. Instruct user to login using the updated username  (they can use the 'reset/forgot password' link if they do not remember their password.
   

User Pool ID not found

This error may happen if the user is attempting to register a new account, but there is a connectivity problem. 

• Verify the user is connected to the internet, and able to access other sites (ruling out if the connect is on the user end)
• Attempt to login to the system yourself (verifying if the system is connecting)
• Create the account for them using the New Item > Person option from the main menu.   (user will be email their login information including temporary password)
• Contact Irth for assistance:   coursettrasupport@irthsolutions.com

Username already exists

This error will occur when a user is attempting to register a new account, and the username they are attempting to use has already been taken.   

• Instruct user to select a different username