Overview

The NovoEd platform can be configured for single sign-on (SSO) within a customer’s organization. 

Login Troubleshooting with SSO

Learners trying to login to Institutions or courses set up with SSO may experience trouble accessing NovoEd. Report to your company IT department to troubleshoot the login process.

If the login issue persists, please follow the steps below.

Steps:

1. Open your browser’s console

2. Record a HAR file

3. Attempt another login

4. Take a screenshot of the page

5. Download the HAR file

6. Reach out to hello@novoed.com with a description of your experience (attach the HAR file and screenshot to your message).

Wait for a response from one of our support agents for next steps.

Login Troubleshooting as an External User for an Institution with SSO

After accessing your institution's homepage, you will be required to enter your email address. If NovoEd is directing you to log in using the organization's single sign-on access and you do not have access to the organization's identity provider, then your email domain is likely not listed as an exception to the organization's SSO NovoEd log-in flow. Please contact NovoEd Support at hello@novoed.com for assistance. A request must be approved by an Org Admin to add your email domain as an exception to the SSO flow.

Login Troubleshooting without SSO

Typical NovoEd course login goes through the course link provided in the welcome email. If you experience any login issues please consider some factors below.

Frequent user errors with course login:

• Using an unregistered email address

• Unenrolled email accounts

Please reach out to your course administrator for proper course enrollment. 

We are happy to put you in contact with the course administrator who can best respond to your request when you provide us with the course link.

If the issue persists, follow these steps below.

Steps:

1. Open your browser’s console

2. Begin recording a HAR file

3. Attempt another login

4. Take a screenshot of the page

5. Download the HAR file

6. Reach out to hello@novoed.com with a description of your experience (attach the HAR file and screenshot to your message).

Wait for a response from one of our support agents for next steps.

Mobile App troubleshooting with SSO

Report to your company IT department to troubleshoot the login process. If the login issue persists, please follow the steps from Mobile App troubleshooting without SSO.

Mobile App troubleshooting without SSO

Institutions with previous SSO integration that have dropped the set up may experience login issues on the mobile app, should follow these steps below.

Steps: 

1. Open the mobile app

2. Take a screenshot of the login screen

3. Reach out to hello@novoed.com with a description of your experience (include the institution, course title, and attach the screenshot to your message).

Wait for a response from one of our support agents for next steps.