Questions from Zendesk-Unable to login via SSO due to duplicated account

Video Transcription

If you happen to receive a complaint from your user that they're unable to log in through single sign-on and they provide an image that looks like what you see here,  it is because there are two accounts in the system that has conflicting information. So what you need to do is you need to go to the system  and you can see that there are two accounts that has the same, that has for the user. So what you should do is you should merge these two users.  Now, what I'm going to do is I'm just going to show you the best practice on merging two users that basically is the same user.  We recommend that you want to have a survivor versus a victim where the victim has the least number of completed courses. So here we go.  So we have two accounts here and this user has three courses completed. This user doesn't have any courses completed.  But with that said, what's on the right-hand side happens to be a faculty. So we also recommend that when you have two accounts, one is a learner account, one is a faculty account,  you want to merge the learner account into the faculty because there might be additional information for the faculty  that's going to be lost if you make the faculty account the victim. So in this case, what we're going to do is we're just going to go to tools, user, merge account.  And I'm just going to grab, this is going to be my victim. I'm just going to say here, find. And this is going to be my survivor. And I'm just going to do this.  And then basically what we're going to do is we're just going to merge.  So now that I have merged, there should be only one user left. And that user is going to be, this user will be able to log in and they will log in with this account. Thank you.

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