Other troubleshooting pages:
The error above is quite commonly experienced and can be caused by:
The username field you need to inspect
The change username link
Ensure the active box is also ticked
Check they aren’t locked on the left-hand side too
This is to test for and eliminate the possibility of another Microsoft account logged in-to the browser for the user experiencing the error. If that works, they then need a cache clear to fully alleviate the problem.
The full process is documented here: Clear Cache
This is generally caused by CLASS permissions the person is either missing a role or has more than one default role assigned to them such as having CLASS Admin and General staff access both ticked.
|Image 1||Image 2|
In the example via image 1 above the CLASS administrator advanced user will not be able to see the functionality that their role assignment permits due to having General staff access ticked. To fix this another CLASS administrator at your Centre needs to:
The exception to assigning multiple roles to a particular user is using the “Add-on roles” which give permissions in a more modular fashion. Its best practice rather than giving each individual user the most permissions possible is to slowly improve permissions where appropriate as users get more experienced using CLASS and to give them the least permissions that they need to fulfill their role/job.
Post December 2021 CLASS now operates logins through your “Microsoft Tenancy” and Microsoft accounts for your organisation as a result the helpdesk and CLASS itself no longer provides password resets.
You will need to reach out to your IT personnel or people managing your Microsoft accounts for this.
If this is someone within your organisation and they are unsure how to perform this please review this external page.
Note: The exception to this being the Members Portal or if you’ve not rolled over your Microsoft Tenancy from the temporary one provided by the helpdesk back in November 2021 (the emails usually end in .OnMicrosoft.com)
Note: IP addresses are sensitive data so you should use caution when sending and storing this information. Example IP address 255.255.255.1.
To resolve this error this means that the user on their CLASS account has “Supervised User” ticked this is normally used so that Volunteers can only work on CLASS from your office for example or a set of allowed IP addresses you have two ways forward:
This means that the user account has not been linked with a worker account in CLASS and their user account is of type “Others” and needs to be “Worker“. If this is a brand-new user account you can go ahead and delete it and follow the steps below:
If it isn’t a new account please ensure the create system login button in the image below has been pressed and the workflow has been completed for the worker – this is if they can login to CLASS but can’t happen to see anything they’ve been assigned their worker and user account is not linked so press the button and follow step 4 above onwards.
|Error when saving a Worker account with email in-use||Error when saving a User account with username in-use|
A requirement for a CLASS user/worker account is that their username and email remain unique this can often be an issue if there is a shared email for e.g. solicitors, volunteers or reception i.e. firstname.lastname@example.org. You as a result will not be able to create a new worker or user account using that email until you “free up” that address by:
This is normally when trying to upload an email or Outlook file to CLASS from a MAC computer here is how to get around this issue.
Or this has something to do with the name of your file! As a rule of thumb file naming conventions should not include any special characters besides “_” underscores, “–” hyphens and “.” periods (even this can be an issue). Try to avoid any other special characters especially commas ‘,‘ and apostrophe’s ” ‘ “.
Or this has something to do with the type of file try converting it to something commonly used such as a PDF or .DOCX