The purpose of this page is to provide troubleshooting steps for common issues related to the Users tool.
User does not receive their password reset email
When you reset a user password, an email is sent to their external email address. If the user does not receive the email, ask them to check their junk or spam folder. Also verify that the user account was created with the correct external email address so that the password reset email is sent to the correct inbox. If the user still has not received the password reset email after these checks, contact D2L Support. Refer to Reset user passwords for more information.
Users have multiple passwords in a Single Sign-On (SSO) or Lightweight Directory Access Protocol (LDAP) setup
Symptoms
Users are required to change their password when they first log in to Brightspace.
Users who authenticate through SSO or LDAP may end up with multiple passwords: one managed by the external authentication system and another managed by Brightspace.
Root cause
In an SSO or LDAP setup, some users are authenticated externally rather than directly by Brightspace.
If externally authenticated users are required to change their password on initial login to Brightspace, Brightspace may create or update a separate Brightspace password for those users.
This can result in users having multiple passwords.
Resolution for administrators
For users who authenticate directly through Brightspace, you can require a password change on initial login or manually request that they reset their Brightspace password.
After the password is changed, update the user’s role permissions to prevent future password changes.
Use one of the following options:
Option 1: Email password reset requests to users who authenticate directly through Brightspace
- From the Admin Tools menu, click Users.
- On the Users page, select one or more users who Brightspace authenticates directly.
- From the Reset Password drop-down list, select Email Password Reset Link.
The user receives an email containing a password reset request and can reset the password the first time they click the reset link.
Option 2: Change user role permissions after manually requesting a password change on first login
- From the Admin Tools menu, click Users.
- Click a user.
- Click the Enrollments tab.
- In the Search For field, type the course you want to enroll the user in or click
Search to see all the possible courses.
- Click the Select a new role icon beside the org unit you want to enroll the user in and select a role that has the Change My Password permission.
- Select the user's role from the drop-down list and click Apply.
- Send an email notification instructing the user to change the password on first login.
- After the user changes the password, from the Admin Tools menu, click Users and select the user.
- Click Enroll.
- On the Change Enrollments page, click the New Role drop-down list and select a role that does not have the Change My Password permission.