Troubleshooting: Authentication failed

Problem:

After installing the Canvas Badges/Credentials LTI, Canvas admins, teachers or students are presented with an "Authentication failed" message, as pictured below.

Problem:

This error most often occurs when installing the Canvas Badges/Credentials LTI for the first time, but occasionally occurs with users who have been using Canvas Badges/Credentials for some time.

Solution:

If you're new to Canvas Badges/Credentials and encounter this message, it typically means the consumer key and shared secret were entered incorrectly when installing the LTI app. The key and secret may be incorrect for a variety of reasons. The most common causes are listed below.

  • The consumer key and shared secret were copied incorrectly or incompletely
  • If your primary Canvas email doesn't match one of the emails on your Canvas Badges/Credentials account, you may need to add it to your Canvas Badges/Credentials account  — your primary Canvas email can be found when logged into Canvas by selecting Account, then Settings and will be marked with a star on the right side
  • You may experience this error if your Canvas instance was authorized on a different server than your Canvas Badges/Credentials account (for example, if your Canvas instance was authorized on the EU server, and you're connecting to a Canvas Badges/Credentials account on the U.S. server, then you will experience this error) — please be sure that you copy the key and secret from your Canvas Badges/Credentials account on the same server as your Canvas instance

Please remember to uninstall Canvas Badges/Credentials before reinstalling to remove the Credentials or Badges menu option that is displaying the error. If a reinstall still produces the same error, please contact our support team [email protected] for assistance.