Issue with Logins for withdrawn then returning students

Candi Roberts

We have 2 students that were former students. They were gone for a few months and have since returned. They have been provided with the same email address they had before and their account is no longer disabled. We have tried everything we can think of (including disconnecting and then reconnecting, sending the email invitation, etc.) and they cannot log in. We are not doing anything different from what has been done in the past. Is anyone else encountering this? Did you find a solution? Looking for help from the community since support is not efficient.

Bryan Lorenzo

Hi @Candi Roberts - are they getting any specific error when they try and log in? Do you have an SSO connection with Google Workspace or Microsoft Azure?

Hannah Noble Claypoole

We encountered this as well and realized it was because we had deleted the account in Azure (when the student initially withdrew). Recreating the account gives it a new, unique number that then does not match with the original email address identifier in Azure that was used for BBID so it won't work. We learned NOT to delete student accounts within Azure until the student grad year has passed (and thus no chance of returning).

Boyd Reilly

So, I got an email about this error for a returning employees. In the email is a link to resolve the problem. See if this works for you - https://host.nxt.blackbaud.com/authenticationsettings/.

You'll want to click the Resolve Duplicate Users.

Thanks.

Boyd