Yahoo and BBID

Kelly Hughes

Good morning,

I've had three users this year who have yahoo email addresses and develop problems logging into our school community. Typically, they work for a while, then get stuck in a loop when they try to log in. It keeps sending them back to the “enter your email” page. I've disconnected and reconnected them and told one to get a gmail address and try that instead. Next, I'm going to meet with them in person to see what I can troubleshoot on their device. Any insight?

Thanks!

Ravendra Persaud

@Kelly Hughes
I often find success with users logging in through an incognito or private window to remove a few, potentially, problematic variables, such as multiple accounts being logged in.

Julie Horvath

@Kelly Hughes
Often, clearing the browser, trying another browser or a Private or Incognito window fixes the issue.

I've had two parents where disconnecting and reconnecting their BBID caused a NEW record for the user. Both users were using Google to Authenticate. If a user is using Google, and yes - it can still be used for non-gmail users, the user must disconnect that first.

You can find out what the parent is using to authenticate at Core > Find the User > select the Access tab and the ? beside Authentication status which will tell you per the screenshot.

The steps I take:

1 - Check what Authentication method they are using. If using Username/Password, should be no problem. Check other browsers and/or clear cache if not working.

2 - If they are using Google, tell them they must disconnect the Google Authentication first, and then you can disconnect.

Good luck!!

John Vogel

Hi @Kelly Hughes,
I have a favor to ask, when you meet with the users could you start recording the browser network logs before they attempt to sign in and send the har file to support so this experience can be investigated? Below I've included a link with instructions on how to create the har file. Alternatively, you can also share the link below and ask them to capture the har file before you meet with them.

Veronica Zermani

@Kelly Hughes

We've been having issues with parents being taken through this loop as well. Here is what support said:

Kevin - Blackbaud Support (11/27/2023, 11:23:33 AM): Customers will experience issues login in or being redirected to the Blackbaud Welcome page while using the Private Browsing option in Safari on devices running Apple iOS 17 and later. This is because of a feature that Apple has designed called advanced tracking and fingerprinting protection. This feature is enabled by default on all iOS devices for Private Browsing.

Kevin - Blackbaud Support (11/27/2023, 11:24:01 AM): To prevent this from occurring users should use their standard browser while trying to sign in to their Blackbaud Education Management solutions. For users using phones: https://support.apple.com/en-gb/HT203036

This will not be the case for everyone, but it could help in some cases.

Julie Horvath

@Kelly Hughes

I just had another Parent user with a yahoo email address report the same behavior. We at our school are thinking it's an iPhone and yahoo BBID mismatch. It seems to correlate with the iOS 17.1 update, but maybe not - guessing.

Now - this is what we tell our parents with issues until this is fixed.

1 - To login from your iPhone, use the Chrome browser. We do not have issues with the iOS/Chrome login.

2 - Login from a computer to test your login. If you do have issues, clear your browser's cache.

Anyway - just saying that we think this may be a bug.

Julie Horvath

@Kelly Hughes

I am curious if you were able to troubleshoot and figure out anything that you could share with us.

Thanks!