# CCLE-Moodle: What to try if users can't login

*This article may be very old. Please reach out to [local support staff](https://ccle.ucla.edu/mod/page/view.php?id=209487) if you have questions.*

*This article is directed at Moodle support staff.*

Moodle users need to authenticate using UCLA’s Shibboleth service. If there is a problem in the authentication chain, users will not be able to login. Since there is a number of steps in the chain of applications behind the <span class="caps">CCLE</span>, the problem could be caused by any one of a number of steps. Below is a test process; the goal is to capture information at each step and send it to the appropriate people.

Specific Use Cases are highlighted here: [https://kb.ucla.edu/link/834](https://kb.ucla.edu/link/834)

**Test Process**

- <span class="caps">PROD</span> (Production [http://ccle.ucla.edu](http://ccle.ucla.edu))

1\. Try logging into <span class="caps">PROD</span> yourself

- This will tell you if the problem is with the individual user’s account or is more wide-spread

2\. Try logging into [MyUCLA](https://my.ucla.edu)

- This will tell you if Shibboleth service is working correctly and if the problem is specific to <span class="caps">PROD</span>

3\. Try logging into Moodle with a local account, such as an Admin account or the janebruin test account

- This will tell you if Moodle is partially working correctly

4\. If the user is logged into <span class="caps">PROD</span> successfully, but sees a warning that they need an email address listed, please note the <span class="caps">UCLA</span> logon.

5\. If the user is logged into <span class="caps">PROD</span> successfully, but their name is not displayed correctly, please ask the user to log into [https://ccle.ucla.edu/auth/shibboleth/shib\_test.php](https://ccle.ucla.edu/auth/shibboleth/shib_test.php) and ask the user to copy the text.

**Who do I send the information to?**  
Immediately send all the information to both:

1\. [<span class="caps">CCLE</span> Local Support](https://ccle.ucla.edu/mod/page/view.php?id=209487)  
2\. IT Support Center (<help@it.ucla.edu>)

Ideally, the e-mail will include details of the problem with supporting information such as error messages, date and time, and/or in which system (i.e., <span class="caps">CCLE</span>) the error occurred.

*Caution*: Even after this testing, the results may not be clear. In a recent episode, testers were not able to log into <span class="caps">PROD</span> or <span class="caps">DEV</span>, yet were able to confirm Shibboleth was working with WhoAmI? (The issue turned out to be a secondary Shibboleth server not acting properly.)

**Other Links**

On Shibboleth: [https://kb.ucla.edu/link/298](https://kb.ucla.edu/link/298)  
Shibboleth Use Cases: [https://kb.ucla.edu/link/834](https://kb.ucla.edu/link/834)