Administration Troubleshooting

Responsive Academy

Why is the Responsive Academy link inaccessible or disconnecting after SSO authentication?

This issue is typically caused by an incorrect user profile configuration. If a user's First Name and/or Last Name fields contain their email address instead of their actual name, access to Responsive Academy is blocked.

Resolution:

1. A Super Admin should navigate to Organization Settings > Users > Manage Users.

2. Locate the affected user.

3. Update the First Name and Last Name fields with the user's actual name (not their email address).

4. Ask the user to retry accessing the Responsive Academy registration link after the profile has been updated.

Only Super Admins can edit these user profile fields.

Responsive Community

Why can't I log in to the Responsive Community or react to posts?

If you're unable to access the Responsive Community or interact with posts, try the following steps.

If you're stuck in a login loop:

• Verify that you're using the correct login method (SSO or standard login).

• Check with your administrator to confirm that your account has not been deactivated or removed.

If your account is active, you're using the correct login method, or you can log in but cannot react to posts (thumbs up/down):

1. Clear your browser's cache and cookies.

2. Open the Community in an incognito/private browsing window.

3. Try a different supported browser, such as Google Chrome or Microsoft Edge.

If the issue persists, collect the following information before contacting Support:

• A screen recording showing the issue.

• The exact Community URL you're trying to access.

• Confirmation of whether you're using SSO.

Contact support@responsive.io and include the above details so the Support team can investigate the issue.