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Post by Erica on Oct 22, 2020 12:26:21 GMT
I have a student that I have registered with our jumbo account, but she is getting an error message that she can't access her project. I have tried to delete her from my subscription and adding her back, but she is still receiving a message that she does not have access and needs to upgrade her account. Help!
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Post by lizrad on Oct 22, 2020 13:24:17 GMT
Hello Erica. Please have her take a screenshot of the CL app homepage that she logs into. Verify that the 'user' listed on the bottom strip of the page is exactly the same as the address you have given licensing to.
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Post by Erica on Oct 22, 2020 18:57:27 GMT
Thank you. I have confirmed that the email addresses match.
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Post by lizrad on Oct 22, 2020 19:39:18 GMT
Hello. If the addresses match, it is not possible for the student not to have received the licensing you have conferred (as long as it has been an hour since the licensing request was made). Did your student reconfirm that there is still a problem accessing the project when they sent you the screenshot? Here are two courses of action, one for you, and one for your student: For you: Please go to 'Manage Subscription' and resubmit your list of users; Then enter your student's email address in the 'Check License Status; Follow directions contained in the results. For your student: Click the 'user' button on the bottom strip of the screen; Follow directions to log out; Log back in with the address that has been given licensing. If the license still displays as "Free", please link the google account that has been given license to use CL to your browser. Screenshots below how to do this. As long as the email address has been entered accurately in 'Manage Subscription', then the only other explanation is that the student's browser is getting confused which google account is logged in. You reduce your browser's chance of confusion if you follow the directions above. HOW TO LINK A GOOGLE ACCOUNT IN CHROME BROWSER:  HOW TO LINK A GOOGLE ACCOUNT IN FIREFOX BROWSER:  |
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Post by alzh5678 on Oct 26, 2020 18:41:01 GMT
I am having the same problem with two of my students' accounts. They have a free account but I shared the files with them, have their email address entered correctly in manage subscriptions and have assigned them a group. I have even gone in with their information (yes I changed the account in google to match theirs) and I get the message "The url corresponds to a performance that you cannot open with your current license." Their google log in information is set to their school accounts on their Chromebooks and I have logged out/logged in from the user on the bottom of Cyborg Llama. All my other student's accounts work.
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Post by lunchbox on Oct 26, 2020 19:03:18 GMT
Have you tried using the "Check License Status" form on your "Manage Subscription" page? You can use this form to check the license status of the specific problematic email addresses.
If these troubleshooting steps don't work, you can submit a problem report answering "Yes" to the question "Is your problem regarding licensing that you have given to your collaborators, but they have not yet received?". |
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