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RESOLVED: Active Service issue: Users unable to login

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23 comments

  • Official comment
    Justin Support Team
    Expert (Gold)

    Update 5:10 PM PDT 10/28/21

    We deployed a fix at 4pm PDT that resolved the "Unable to sign in" error. Note that log ins may take longer than expected but should succeed. We're investigating the longer than normal logins. If you continue to experience log in issues please submit a support request with a screenshot of the error you get and your domain. 

    Thank you for your patience while we've worked on this issue. 

     

    Old - Update 1:45 PM PDT 10/28/21

    Our engineers are working on a full resolution for this issue.  To address the immediate service disruption, we may have a per-domain temporary fix that can be applied if this has a impact on your school. If this is the case and you have not already submitted a ticket, please fill out a support request form with the following information:

    Category:  Login -> General Login difficulty

    Title:  Unable to Sign in error

    Details:  Include the domains affected at your organization, which is the text after the "@" in the email addresses used to login for your organization. If you don't see "Unable to Sign in" in the error message header, please specific that in your ticket. 

    We are truly sorry for the disruption this outage has caused and are working to get service restored as soon as we can.

    ----------------------------------------------------------------------------------

    Old update - Thank you everyone for all of the reports. We have found the issue and are working to resolve the issue ASAP. I don't have an ETA at this time, but we will update this thread when the issue is resolved. 

  • Melissa Benner

    I am leading a training for a class full of teachers and are experiencing the same issue with our School/Organization prompt, on our Win 10 machines. 

    Is there specific technical issues we should be aware of? 

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  • Penny Support Team

    Hi, we've been seeing reports of this sporadically today.  I'm going to open tickets so we can gather more information.

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  • Penny Support Team

    Watch your inbox for an email from our support desk.

    1
  • ThisGuy IsWow

    Thanks Penny! I wonder what the problem is, no one else at my school seems to have this problem.. 🤔 

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  • Per-Ole Fanuelsen

    Penny We are experiencing the same issue at our district. Sporadically teachers are getting this message.

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  • Penny Support Team

    We are actively investigating this issue.  Per-Ole, I'm going to open a ticket so that we can collect some details from you.  Watch your inbox for an email from our support desk.

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  • Per-Ole Fanuelsen

    Thanks Penny

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  • Scott Martin

    Penny Also seeing this issue with my district as well. Seemingly random number of teachers/students are unable to log in, receiving the same error.

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  • Debbie Alexander Community moderator
    Expert (Gold) Moderator

    This may be completely different, but we were having rando problems with ipad MC:EE signins, and the ultimate solution was that the Apple ID signin on the device seemed to have expired.

    Just a possibility.

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  • Melanie Drown

    Same here on windows 10 with Seattle Public Schools. Put in a tech ticket.

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  • Cydel Peters

    All my students in Auckland, NZ also cant sign it. The same image as above keeps popping up. How is the issue being resolved? Theres a lot of my students that can't continue working because of this issue.

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  • Jennifer Wakolbinger

    I am having the same issue as well.  It keeps telling me that using a school email when I am using one.

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  • Gerhard Moerdyk

    Same issue here. Some getting it and some not. Last logged in Friday with no issues.

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  • Penny Support Team

    Thank you for all of the reports about this issue. We apologize for the inconvenience this caused. Our engineering team has found the issue and are working to have it resolved as soon as possible. We'll keep this thread updated when we have more information. 

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  • Christina Bretherton

    I am having the same issue. I was logged in at school this morning and then 30 minutes later I also got the above message. I have shut down and restarted my computer and tried sporadically to connect throughout the day but kept getting the same message as above. My Year 4's start a unit on Monday so I am stressing out. 

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  • Lucas Rodriguez

    In Wichita Kansas here and it started on Wednesday PM.

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  • Aleece Landis

    Any Update on the issue?

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  • Rebecca Strebel

    I would like to recieve updates on this issue as I have students with the same problem. Thank you. 

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  • Anthony Sombat

    Fresno Unified School District teachers are having the same issue.

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  • Harry Riley

    In the Charlotte Mecklenburg School District with the same exact problem :

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  • Aubrie James

    this also happened to me please try to fix this

     

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  • Hunter Jenkins

    my screen goes black as soon as the game loads

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