HMH: Student prompted, "User not found"

When a student is unable to sign in and is prompted with the message “User not found,” this student may not be rostered into the correct classes in Infinite Campus.

Troubleshooting

To resolve this issue, please:

1. Ensure that the student has not been enrolled in the last 2-3 days. Because our system is integrated with Infinite Campus, a student must be enrolled and assigned classes in order for their data to be pulled and sent to our collection of instructional applications. This process generally takes 2-3 days for new students.
2. Ensure that the student is assigned to the proper class in Infinite Campus. Since HMH is populated with homeroom classes (i.e., PRI 701, INT 702, and INT 903), the student must be rostered into an Infinite Campus homeroom.
3. Ensure that the student is using the correct email and password. If a student has a number added to their email, this addition may cause an issue.
4. Follow these steps to clear your browser’s cache and cookies. Be sure to select All Time from the date range's dropdown menu.
5. Ensure that the device and browser are both updated. Follow these instructions to update the Chrome browser.