Platform Onboarding

All new users receive an onboarding email containing a link to the platform. Once clicked, the user is brought to a page and prompted to enter their first and last name, a display name, and set a password on their account. Students and administrators must complete the onboarding process before accessing courses on the platform for the first time. Existing users will not need to onboard again.  

Troubleshooting Onboarding Issues

"Did the student receive the onboarding email?"

❌ NO - The student did not receive the email.

  1. Ensure that the student’s email address in Acadio is correct.
    Look for any typos (missing letters, correct domain, etc.) and verify that the email address on their account is the inbox the student is checking. Students often check a personal inbox instead of their work inbox, or vice versa.

  2. Ask the student to check their spam or junk mail folder.
    System emails can mistakenly be sent to the spam folder, especially in corporate environments with heightened security practices.

  3. Resend the onboarding email:
    • Select Users from the main menu and locate the student’s account
    • Click on the student from the results to manage the user
    • Click Resend Onboarding from the Account Actions tile
  4. Ensure the email was sent and delivered. If you're using an SMTP relay, this can usually be done by checking the activity or history. If Acadio is sending these emails on your behalf, you can contact support@acadio.com to verify the status of emails. 

✅ YES - The student received the email.

If the student received the onboarding email and was able to click on the button or link, they are likely having trouble completing the onboarding process.

  1. Ensure that the onboarding link used is still active.
    Onboarding links expire 60 days after generation.

  2. If multiple onboarding emails were sent, ensure that the student is using the most recent onboarding link.
    Links in older emails are automatically expired whenever a new onboarding email is sent. If a new onboarding email was sent by an admin, the student must use the link in the most recent email. This is a common reason students are unable to complete onboarding, as many email providers group related messages together, making it easy to accidentally click into an older message.

If the 2 potential issues above can be ruled out, you will need to submit a ticket to Acadio. Collect the information below and send it to tickets@acadio.com.

  • Identify and document the nature of the issue.
    • After clicking the link in the email, is the student brought to a page where they can enter their name and set a password on their account? If not, what do they see?
    • Is the student receiving an error message when they attempt to submit their information? If so, what does it say?
    • Any other relevant information that will help us resolve the issue.

When documenting student technical issues, utilizing a screen sharing software, like Zoom or RemotePC HelpDesk, can be very helpful. Additionally, if the screen share is recorded, it can be submitted to Acadio with your ticket.

  • Identify the browser and OS being used.
    Reference the system requirements at the end of this guide to ensure the student is using a supported browser and OS.

  • If possible, obtain the HAR file from the student’s browser.
    HAR files capture all of the errors that occur on page and help our team quickly identify and resolve issues.

How to Download a HAR File

Google Chrome

  1. Press F12 (or Ctrl+Shift+I on Windows, Cmd+Option+I on Mac) to open Developer Tools.
  2. Click on the Network tab.
  3. Make sure the circle at the top left is red. If it’s gray, click it to start recording.
  4. Check the box that says Preserve log.
  5. Now refresh the page (press F5 or the reload icon).
  6. After the page reloads, right-click anywhere in the list of network activity and choose Save all as HAR with content.
  7. Save the file to your computer.

Microsoft Edge

  1. Press F12 (or Ctrl+Shift+I on Windows, Cmd+Option+I on Mac) to open Developer Tools.
  2. Click the Network tab.
  3. Make sure the recording button (circle at top-left) is red. If not, click it.
  4. Check the box that says Preserve log.
  5. Refresh the page to capture everything.
  6. Right-click in the network activity list and select Save all as HAR with content.
  7. Save the file to your computer.

Mozilla Firefox

  1. Press F12 (or Ctrl+Shift+I on Windows, Cmd+Option+I on Mac) to open Developer Tools.
  2. Click the Network tab.
  3. If it’s not already recording, click the circle at the top-left to start.
  4. Reload the page to capture the problem.
  5. Right-click anywhere in the list of network activity and select Save All As HAR.
  6. Save the file to your computer.

Safari (macOS only)

  1. Go to Safari > Settings (or Preferences) > Advanced.
  2. Check the box that says "Show Develop menu in menu bar".
  3. Go to the problem page.
  4. Click Develop > Show Web Inspector from the top menu.
  5. Click the Network tab.
  6. Reload the page to capture the activity.
  7. Right-click in the list of network traffic and select Export HAR or click the Export icon (looks like a small down arrow).
  8. Save the file to your computer.