Troubleshooting SSO and sign-in errors

Goal

Diagnose and fix the sign-in and integration errors institutions most commonly hit with BoodleBox SSO — and know exactly what to send support when you can't.

Start here. For almost any individual sign-in failure, the first check is whether the user is provisioned. Confirm they're included in your rostering source (LMS, IMP, or SFTP/CSV file) with an email that exactly matches the one they sign in with. If you aren't provisioning via your SSO rostering source, make sure the team admin has added them to the workspace in BoodleBox.

Error-by-error guide

400 error at sign-in (including "PERSON_NOT_SHARED" / "masked by a sharing rule")

The user authenticated but hasn't been provisioned.

1. Confirm the user is in the rostering source with the correct email address, and in your BoodleBox workspace if you aren't provisioning through the integration.
2. If they're missing, add them.
3. If they are in the roster and the 400 persists, email success@boodle.ai with the user's email and a screenshot.

"Account not found" right after setup

Your integration was just approved and information is still propagating. Allow up to 24 hours after approval; have the user try again the next day before escalating.

Email not recognized / "not able to activate an account"

The email the user is entering isn't in the roster, or a recent name/email change on the institution side hasn't propagated (or created a doubled-up record). Verify the exact roster entry, correct duplicates or stale addresses, and run or await a sync. Users should sign in with their institutional email, not a personal one.

Duplicate account ("I have a personal account and a school account")

The user's existing BoodleBox account is under a different email than the one asserted by SSO, so a second account was created. SSO auto-links only on an exact email match — email success@boodle.ai and we'll assist.

400 error on LTI launch from the LMS

Usually the user isn't provisioned, or propagation isn't complete. Confirm the user is provisioned and wait out propagation.

BoodleBox won't load inside the LMS (blank or blocked frame)

The LMS is embedding BoodleBox in an iframe, which is blocked in many configurations. Set the link or placement to open in a new tab or window.

SFTP connection failures

Confirm Edlink is configured to pull from your SFTP server, re-verify the username and password or SSH key, and confirm the port — a 22 vs 2022 mismatch is a known culprit.

CSV sync stopped updating

The uploaded file's name or column structure changed (Edlink treats it as a new source), or a duplicate CSV source was created. Restore the original filename and columns, and remove duplicates. For source configuration issues, email support@ed.link and cc success@boodle.ai.

For team members: what to do if you can't sign in

1. Use your school email, not a personal one, and the SSO button on the sign-in page (see How to sign in with SSO).
2. If you see a 400 error, contact your institution's IT department or BoodleBox admin and ask them to confirm you've been added to the BoodleBox team.
3. If your access was set up in the last 24 hours, wait a day and try again.
4. Still stuck → email success@boodle.ai with a screenshot of the error, the email you used, and the approximate time you tried.

When you contact support, include

• The affected user's email address, and whether they had a pre-existing BoodleBox account.
• A screenshot of the exact error message, and the date and time of the failed attempt.
• Your institution and integration type, if known.
• Anything that recently changed: roster file update, name/email change, new group, LMS domain change.

Still stuck?

• BoodleBox questions → email success@boodle.ai, typical response within 8 business hours.
• Edlink-side issues (wizard errors, data sources, sync configuration, sharing rules) → support@ed.link. For CSV/sync issues, cc both.

See also

SSO integration FAQs.