Troubleshooting: Authentication failed
After installing the Canvas Credentials LTI, Canvas admins, teachers or students are presented with an "Authentication failed" message, as pictured below.
This error most often occurs when installing the Canvas Credentials LTI for the first time, but occasionally occurs with users who have been using Canvas Badges/Credentials for some time.
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 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.