Work down this list in order. Most login problems are solved in the first three sections, and none of them require a ticket.
ON THIS PAGE
Start here: one student or many?
Is this one student or a whole class?
NOTE
Count the students before you troubleshoot. One student is usually that account or that device. A whole class is usually the app, the network, or a setup that is not finished, so jump to What to send us and tell us rather than working through one child at a time.
The Clever address
Are they going to the right Clever address?
DO THIS
Check the address before anything else. This is the most likely cause right now. Miami moved to a new Clever address this year: https://clever.com/in/kippfl. A saved bookmark, a link in an old document, or a classroom poster from last year will send them somewhere that will not work.
The page should say KIPP Florida in the bottom left corner.
NOTE
Staff sign in differently this year. Click Log in with your KIPP Google Account and use your KIPP Miami Google account. If you are hunting for an Okta screen, that is last year's path. If you are in but your rosters look wrong, switch to your Staff account. See How staff log in to Clever.
Log in as the student yourself
How do I test the student's account myself?
This one step tells you more than everything else combined.
| 1 | In Chrome, press Ctrl + Shift + N (Mac: Cmd + Shift + N) to open an Incognito window. This matters: Incognito is fully signed out of everything, so you are testing the student's account rather than your own saved sessions, and you will not disturb your own Google settings. |
| 2 | Go to https://clever.com/in/kippfl and click Log in with your KIPP Google Account. |
| 3 | Enter the student's username, username@teamstudents.org, then their password. Given passwords are in the Miami student logins sheet. Keep that sheet private from students. |
| What happened | What it means |
|---|---|
| It works for you | The account is fine. The problem is how the student is typing it. Share the exact spelling of the username and password, character by character. |
| It doesn't work for you either | Try once more to rule out a typo, then reset the password. Any staff member can. See Reset a student's password. |
| It works for you but not for them on their device | It is the device or the network, not the account. Skip to The device or the network. |
The student's account
Are they signing in with the right account?
Students sign in with username@teamstudents.org, their KIPP Google account. Not a personal Gmail, not a parent's account.
If the Chromebook is already signed in as someone else, a sibling or the previous class, sign that profile out completely first. A device holding another student's session is a very common cause.
K-2 badges
A K-2 badge is not working. Is it the badge or the device?
- Is it a current badge, printed from the new address? All K-2 student badges need to be reprinted. Previous year badges will not work, no matter how new they look. Reprint from https://clever.com/in/kippfl.
- Are they clicking Badge? The login page has two buttons. Badge is the left one.
- Does the badge work on another device in the same cart? If yes, it is the first device.
- Does another student's badge work on this device? If no, it is the device. Badge login only works on devices set up for it, and carts swapped between grades will break this. Talk to your Ops team.
- Still nothing? Void the badge and print a fresh one: Classes, select the student, Void Badge, then Download Badge.
The device or the network
Is the problem the Chromebook or the network?
Try a different Chromebook. If the student works on another device, it is the first device, and that is a Tech or Ops issue rather than a Data one. If nothing works anywhere and other sites are also slow, it is the network. Contact your school Tech or Ops team.
The app, not the login
They are in Clever but one app will not open. Now what?
If the student gets into Clever fine but one app will not open or shows an empty account, the login is not the problem.
- Check the App Status page. That app may not be set up yet.
- New or recently enrolled students take a night to appear in an app even after they are in Clever. Rosters flow from Focus to Clever to the app, and each hop takes time.
- Many apps, Amplify and iReady especially, need the student on the right class roster for the right subject. That is your Ops and Registrar team.
- Some apps ask for the Google account a second time. That is expected.
What to send us
What do I send if none of this worked?
Email data@kippteamandfamily.org with:
- The student's username and grade
- Which section above you got to, and what happened
- A screenshot of the error, if there is one
- Whether it is one student or several
DO THIS
Send the screenshot. It matters more than anything else on this list. It usually tells us in seconds what a paragraph of description cannot.
KIPP Team & Family Schools | Data Team
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