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Integration Status & Errors

Steps to address integration errors

Integration Status

The status/state of an integration displays on

  • Import Page, on the integration tile

  • Integrations Page (accessed through the Admin navigation), in the list of Integration

The Status/State will display

  • Active: Integration was created successfully

  • Processing: The integration is being created or updated

  • An error message indicating where the integration failed

If an error occurs during the creation of the Integration, simply click on the Integration Status/State for details regarding the error.

Integration Errors

Check

If it fails,

Validate URL

  • The LMS URL provided was incorrect, please update the integration with the correct LMS URL

  • This should be the non SSO URL

Validate Utility Account MFA

  • MFA is required for your LMS, please contact support.

Validate Utility Account Credentials

  • Confirm the Username and Password used in the integration is correct.

  • The user can login directly to the LMS URL that was provided in the integration.

  • For Canvas Integrations, ensure that the Canvas User Agreement was accepted

Validate Permissions

  • The required permissions are not enabled

  • Check the permissions tab for missing permissions and then enable the missing permissions in your LMS and refresh the integration

Errors Specific to Brightspace Integration

Validate Utility account Credentials match Tool Account

  • The Account Credentials in the integration is not the same account that created the APP ID/Key and User ID/Key in Brightspace.

Brightspace App Set Up

  • The incorrect User ID/Key or App ID/Key was entered

  • The Brightspace App set up, was not set up correctly in Brightspace.

Note: If the password for the Brightspace account used in the integration was recently updated, the User ID/Keys that were originally generated will become invalidated. You will need to make sure to Authorize Integration again to create new keys. Please see the Brightspace Integration help desk article.

Errors Specific to Canvas Integrations

Validate/Generate Tokens

  • The access tokens failed to create successfully

  • Confirm the Canvas account

    • has a root level admin role

    • has the permission to the create Access Tokens enabled.

  • Ensure that the Canvas account used in the integration has the ability to login to Canvas.

  • Refresh integration

Verify Subaccount

  • The subaccount that was provided in the integration is either incorrect or the Canvas Account does not have permission to the subaccount

Get Root Details

  • Unable to access the Root Account, confirm the Canvas Account has access to the Root Account

Note for Canvas Integrations

  • Canvas has recently required that all Canvas Admin accounts require MFA when logging in directly to Canvas. For this reason, all Canvas integrations require MFA Support for the integration to work. Please see the MFA Support for Integrations help desk article.

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