Troubleshooting Issues

This document provides troubleshooting guidance for Google Workspace integrations. Since Google Workspace integration focuses on rostering and Single Sign-On (SSO), this guide addresses common issues related to user synchronization and authentication. For further assistance, contact Edlink support or your Customer Success Manager.

Common Issues

You can find solutions to common Google Workspace integration issues below.

Missing Users

• Issue: Some users are not appearing in Edlink.
  • Potential Resolutions:
    • Ensure that the users exist within the Google Workspace directory under the school's domain.
    • Verify that the users have active accounts. Suspended or archived accounts will not sync.
    • Check if the Google Workspace API access permissions allow reading user data.

Incomplete User Information

• Issue: User data is missing fields such as email or display name.
  • Potential Resolutions:
    • Verify that the affected users have complete profiles in Google Workspace.
    • Ensure that all required fields (email, name) are populated in the Google Admin Console.

Single Sign-On (SSO) Failures

• Issue: Users cannot authenticate through Edlink using Google SSO.
  • Potential Resolutions:
    • Confirm that Google Workspace SSO is enabled and configured properly in Edlink.
    • Verify that the users' primary email addresses match in both Google Workspace and Edlink.
    • Ensure that the correct SSO scopes are granted when configuring Google Workspace as an identity provider (IdP).

Role and Class Data Not Syncing

• Issue: User roles (teacher, student) or class assignments are not appearing.
  • Potential Resolutions:
    • Google Workspace does not provide class or role data. This is expected behavior. Consider integrating with Google Classroom or an SIS if course and enrollment data are needed.

Authentication Mismatches

• Issue: Users report errors when attempting to log in through Google SSO.
  • Potential Resolutions:
    • Confirm that email addresses match across Edlink and Google Workspace.
    • If users are imported from an SIS or CSV, ensure that their primary email in Google Workspace aligns with the imported data.