Login Errors Explained

Have trouble logging in? Here are a few descriptions of errors you may receive when something goes wrong during the login.

SSO Login Error (SAML based)

If your organization is set up with Single Sign-ON (SSO), you start by entering your email on the Vosaic login page. Then you get redirected to your organization's SSO provider to authenticate you. 

Once successfully logged in on your organization side, the SSO provider redirects you back to Vosaic with a secure token that contains information Vosaic needs to log you in to your Vosaic account.

If you receive an error that looks like this:

Error message.

One of the following happened:

  • The email entered on the Vosaic login page is different from the email used to log in on the SSO provider login page.
    What to do: First, log out of your SSO provider. After you've logged out, try again, but make sure the email matches on both login pages.
  • Name, Email, or "Location" fields are missing from the token sent to Vosaic from the SSO provider.
    What to do: Contact us and/or the IT department at your institution to make sure your SAML claim is set up correctly. 
  • SSO provider service is down. 
    What to do: If your IT department department confirms that your claim is set up correctly, have them confirm that the identity provider is not down.

If all of the above have been cleared, contact us and our team will help investigate the error further.

You Successfully Logged In, But You're In a Wrong Account

Universities often have Vosaic set up at different collages or departments. For example, your university may have Vosaic set up at:

  • College of Business 
  • College of Education
  • Nursing School etc. 

If that's the case, and you end up in a wrong Vosaic account contact us and your IT department to make sure the SAML claim contains the correct "Location" attribute. Vosaic looks at the "Location" attribute to determine to which account to send you to after the successful login on the SSO provider side. The name of this attribute is not always "Location" so it's important that Vosaic team works with your IT department to resolve this issue.

LMS Login Error (Canvas, Moodle, Brightspace, etc)

If your organization has Vosaic set up as an external tool in an LMS, you get automatically logged in to Vosaic when a Vosaic related link is clicked inside the LMS.

If Vosaic displays an error, one of the following happened:

  • You may be set up as a user in multiple Vosaic accounts.
    What to do: Contact us via web chat and we'll help you out.
  • Name or Email fields are missing from the token sent to Vosaic from the LMS.
    What to do: Contact the IT department at your institution to make sure your profile is set up correctly in the LMS
  • Vosaic is not set up correctly in the LMS
    What to do: Contact the IT department at your institution to make sure Vosaic is set up correctly in the LMS. We're more than happy to work with your IT department as well, just let us know.

We're here to help

If needed, please reach out to us via chat, or email.

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