Blackbaud ID Migration: May 8, 2024
Comments
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@Amy Shaiman You (and John) are correct re: BBID MFA and when users are presented with the MFA code or not. That is looking at browser, IP address, and email address and has nothing to do with cache. Here's a KB on that topic: https://kb.blackbaud.com/knowledgebase/articles/Article/204053.
Lauren and others are reporting trouble looking at how their users authenticate from the admin side. Core doesn't care which flavor of authentication the admin has or whether they use BBID MFA. When the admin logs in, regardless of their authentication type/method, the system should grab their relevant Education permissions from blackbaud.com - either for displaying Analysis in the BEM product picker or for displaying Authentication details for a user on the Core profile Access tab. This is where cache is relevant - it seems to be affected by the login workflow path but unrelated to how they authenticate (Email/PW with or without MFA, Social, SSO).
If you're primarily concerned about the login experience, follow John's reply or the KB article. If you're having trouble seeing authentication details for users from the Core profile, please report it via Support so you will be notified when that inconsistency is resolved.
So many details here, but I'm happy to clarify further via direct message if you have additional questions.
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Thanks @Jessi Walters for the clarification and explanations, very helpful!
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@Liz King
Thank you - that trick to Save my account settings helped me as well. I can now see the Authentication method when I click the ?.Steps:
go to Admin > Security> User Management and look yourself up. Click the three dots by your name and choose “Manage Roles”. There is a new “Blackbaud Account Management” item on the menu. Make sure you have access here. If you are an environment admin and it looks like you already have it (it's grayed out like below), go ahead and click “Save” anyway.
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I am having a difficult time helping a parent who cannot login with her Apple ID, I think because she did not share her email with Apple and so Apple makes her email anonymous.
We tried following the steps here, but in Part 1 > Step 2, it says to enter a new email address to her Blackbaud account. It says she has to set up another email address. Is there another way besides setting up another email address? Can't she just Stop signing in with Apple, which she did. Why does she have to keep signing in with Apple?
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@Jessi Walters like Julie Horvath - We have many parents having issues with Apple ID login - we have tried everything even having them login directly to app.blackbaud.com I have a support ticket in 091725701 and my parents are getting frustrated as we are in our final days of school and they are unable to check grades and attendance. All of these parents were able to login until last week. We can't even “break” the AppleID and log in with just email - the system keeps forcing to AppleID. We have done all the troubleshooting with the articles posted here and a couple of ideas we tried on our own. Where do we go from here?? We are needing some major assistance, my Head of School is asking for answers.
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@Kathy Hannon Thank you - I am not the only one
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@Kathy Hannon I am so glad you mentioned this! We are having issues with this as well and have some frustrated parents.
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@Julie Horvath
For those who previously hid their email, entering the “new” email is their actual email address they use. The “current” email address in BBID is something like private-relay123908549owji@differentemaildomain.com instead of the email you have in Core. They don't have to use a different email than the one you use for them; they just need to replace the jumbled private relay email address that was previously provided by Apple.For the BBID connection to work with Core, their email address has to match in their BBID profile and in their Core profile>Access tab>Login information.
If you've confirmed they changed their email address to the real thing and followed all steps in the KB article, then please create a Support case and ask for the case to be escalated for quick resolution. I'd love to have your case number so I can share directly with the BBID team, too.
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Just to piggy back on the Apple ID issue about what happens if you don't share the email address, we have a couple videos on our YouTube channel playlist that you might want to check out for that. They're videos that are over a year old, so obviously things might look and act a little different now, but they do show what happens when someone doesn't share and how they might fix it.
Find the playlist at
And then skip to videos 14-17. They have the Apple and Google logos in them.
The 4 videos cover:
- Enable Apple (the share email is mentioned at the 45 second mark in this one)
- Disable Apple (the hidden email is mentioned at the 20 second mark in this one)
- Enable Google
- Disable Google
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@Jessi Walters Hi Jessi,
Here is my case number:
019726456
The user came in today (5/22) and where we get stuck is not being able to change the garbled email address in her BBID profile per the 1-year old videos:
Disable Apple Authentication
https://www.youtube.com/watch?v=idNWfYvYkcM&list=PLALjs-CzkPwpkh4JgfScd216sV-lkV6Ui&index=17
Sign in with BBID - Apple
https://www.youtube.com/watch?v=BBYDMUquF08&list=PLALjs-CzkPwpkh4JgfScd216sV-lkV6Ui&index=16
. According to the kb article you can't change the garbled email since is already exists, so we continue with the other stesps.
She did Disable the Apple authentication.
She can then go to her Apple ID management page and remove the BB apps that use Apple ID.
When she goes back to Blackbaud.com, she always gets the final option, no matter what steps she takes to Sign in (Sign in with Email, Sign in with Apple), she ends up with the button to Apple and then she gets the page “OOPS, something went wrong”.
Cleared cache, used another computer, used a private browser.
I have sent the .har file, so support may be able to figure out something from that.
For a workaround, I set up another BBID account for her with a different email address and she selects to login with her Email address to the new account. Her old email address is kept for communications and directory listing.
This is not ideal since now she has 2 BBID accounts and she really wants to use the original email address and login with Apple (but she will share her email address this time).
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@Julie Horvath I have 3 parents with the EXACT issue you are having and we went through the same steps to get the same results over and over. We finally had to set them up with another email account because it's our last week of school and they couldn't login to see grades nd compete paperwork. I really hope someone can figure this issue out - my parents aren't understanding why they can't use the convenience of Apple ID.
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@Kathy Hannon Thanks Kathy… I'll post here if I find anything.
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Hi all, I have shared this thread with John Vogel, the Product Manager for BBID among all Blackbaud products, including Core. I will ask John to follow up when he has information that can be shared about improvements to the Continue with Apple workflow - both for existing users stuck in the migration and for new users.
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Good morning all, I wanted to provide a quick update that the KB linked below has been updated to provide instructions on both scenarios of users being stuck on sign in with Apple that accidentally hid their email. The scenarios being:
- The user hid their email and no longer have access after signing in
- The user hid their email, went into apple disconnected from Blackbaud and then came back sharing their email and are now getting the error 'Oops something went wrong...' because their original Blackbaud ID has the email address already that is being passed back from Apple creating a duplication error.
In an effort to help you provide support to parents experiencing this issue, please feel feel to copy and paste this to them:
If you’re having trouble Signing in with Apple because you accidentally hid your email, please follow these steps to alleviate your situation. First, you’ll need to answer this question: When you sign in with Apple are you landing on https://app.blackbaud.com/signin/error?
- No, then please follow this article.
- Yes, please take the steps below.
First Phase (Apple)
1. Navigate to Apple's Apple ID Management Page
2. Locate and click the Sign in with Apple tile
3. Select the entry for Blackbaud in your list of connections
4. Click Stop using Sign in with Apple
5. On the pop-up prompt select Stop Using
Second Phase (Blackbaud)
1. Return to Blackbaud.com and click Continue with Apple
2. Enter in your original Blackbaud ID email
3. When prompted select "hide my email address" and click Continue
Third Phase (Blackbaud and Apple)
1. Follow this article verbatim
Here are my plans going forward to address this further…
Tactical plans
Provide updated error messaging in 2 scenarios for users who sign in hiding their email to ensure they’re able to correct their situation without having to contact the school (or our support if they’re on another product). This will be prioritized over the SSO implementation work enabling customers to migrate to the new experience.
Strategic plans
Provide an easier self-serve resolution process for anyone that accidentally signs in with Apple hiding their email address. The goal is for this to be implemented before back to school to ensure the new incoming parents don’t create a new wave of issues.
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@John Vogel Thank you, John! This might be the most responsive I've ever seen Blackbaud on an issue like this, and it is very much appreciated. I've already used this explainer twice with parents just today. I have a feeling that some screenshares might be in my future to walk non-tech savvy parents through this, because it's definitely not plug and play, but having this road map makes it considerably more manageable.
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Thanks for the kind words, @Brian LeBlanc! Although, it would be remiss of me to accept the credit. @Jessi Walters deserves the credit for responsiveness. Being a former Blackbaud Education customer, her empathy is unsurpassed and she is always a staunch advocate for education customers. So here's to Jessi for being a rockstar!
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@Nancy Kierstead
I don't know if you are still having this issue about not being able to see how a user authenticates, but I wanted to say I noticed I could not see that either. I tried the trick of “Saving” my settings and that worked.More importantly, I found that when I login I can see the status, but as soon as I Impersonate, I can not longer see the status. I logout and back in again and then I can see it. This may actually be a by product of removing that kind of access when you Impersonate (makes sense) but when you stopped Impersonating, the system is not smart enough to re-trigger the access.
Anyway - easy enough to test to see if that works for you as well.
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@Julie Horvath It's true - viewing authentication status while Impersonating doesn't work. Permissions to view BBID details comes from the Omnibar area, which doesn't support impersonation yet. For the foreseeable future (at least 2 years), you will have to be logged in directly to view Authentication method and MFA status.
I can also confirm there is a defect in the way we get Solution Admin permissions so that admins can see that BBID detail in Core. A quick fix was released yesterday to improve some cases, and we're working now on a fix to make it apply in all cases. You should see further improvement in consistency in the next couple of weeks.
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@Jessi Walters Viewing Authentication stopped working again for me today. I'm not impersonating anyone, I've tried multiple browsers and multiple devices and cleared my cache. Coincidently, I also no longer have access to “Analysis” on any device or any browser. I still have full admin privileges in Blackbaud.com. These things are connected possibly? It doesn't recognize me as someone connected to BB.com (to get over to Analysis), therefore I do not have permission to see the authentication? Maybe? Help!
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@Nancy Kierstead same here - no authentication status or analysis
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@Kathy Hannon Adding @John Vogel to this as well as maybe he has some insights. This was all working perfectly fine up until this week. Something with the latest update maybe?
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@Nancy Kierstead & @Kathy Hannon - this is unrelated to BBID. It is a known problem and the Core lead developer began working on it before Support opened Tuesday morning. Please open a Support case if you'd like to be notified when it is resolved. Thank you for your patience; I apologize for the inconvenience!
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@Jessi Walters
Thanks for this update. I've opened a case and the person didn't know anything about this being a known problem. I'll link this community post so they will get up to speed! Thanks again!0 -
@Nancy Kierstead we're bringing folks up to speed on this; thanks for that feedback.
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