This guide provides Technical Support agents with standardized troubleshooting procedures for the most common post-launch Rostering and SSO issues. The section titles mirror the questions customers commonly ask, making it easier to locate the appropriate troubleshooting steps during live support calls.

I don't know how to log in.

Possible Causes

• The district uses SSO and the user is attempting to log in directly through VHL Central.
• The user is using the wrong login URL.
• The district's identity provider is unavailable.

Tier 1 Checklist

Collect:

• District/School name
• User's name and role
• Preferred SSO method (Google OAuth, ClassLink, RapidIdentity, SAML, etc.)
• Screenshot (if available)

Verify:

• The district uses Roster Assistant with SSO.
• The user is launching VHL from the district's SSO portal.

If the issue persists, escalate to Tier 2.

I don't see a VHL link or tile on my school's SSO dashboard.

Possible Causes

• The application has not been published.
• The user has not been assigned access.
• The tile has been published under a different name.

Tier 1 Checklist

Collect:

• District name
• Identity provider
• User role

Advise the user to contact the district IT administrator to verify application assignment.

Escalate only if the district confirms the VHL application is configured correctly.

I receive a "User Not Found" message when trying to log in.

Possible Causes

• The user is missing from the roster data.
• The roster has not yet synchronized.
• The user failed to import during roster processing.

Tier 1 Checklist

Collect:

• User name
• District
• School
• User role
• Screenshot
• Error message

Verify:

• The district uses Roster Assistant.
• The issue affects one user or multiple users.

Escalate if the district confirms the user exists in the SIS.

I receive an error when accepting the Terms of Service.

Possible Causes

• Browser cookies are disabled.
• Third-party cookies are blocked.
• JavaScript is disabled.

Tier 1 Checklist

Verify browser settings.

If the issue continues after browser validation, escalate to Tier 2.

How do I set up my classes?

Agent Guidance

Explain to the instructor:

1. Log in through the district's SSO portal.
2. Select the desired VHL program.
3. Select the classes to associate with that program.
4. Students will be enrolled automatically after the class is linked.

Notes

• Each program must be linked separately.
• Co-teachers are supported.
• The first instructor to link a class becomes the primary instructor.

I do not see the Program (Book) I want to use for my class.

Possible Cause

The program is not included in the district's current licensing agreement.

Tier 1 Checklist

Collect:

• District
• School
• Program requested

Advise the customer to contact their Modern Language Specialist (MLS) or Curriculum Director.

I am missing one or more classes.

Possible Causes

• The class is missing from the district's roster files.
• The instructor is not assigned to the class.
• The class start date is more than one week in the future.

Tier 1 Checklist

Collect:

• Teacher name
• School
• Program
• Class name

Verify:

• Class dates
• School
• Instructor assignment

Escalate if necessary.

A student is missing from my class list.

Possible Causes

• The student is missing from the district's roster.
• The roster synchronization has not completed.
• The district has exceeded its licensed student seats.

Tier 1 Checklist

Collect:

• Student name
• Teacher name
• School
• Program
• Class name

Verify:

• Whether the issue affects one student or multiple students.
• Whether the student exists in the district's SIS.

Escalate if required.

My classes are grayed out and cannot be selected for setup.

Possible Causes

• The class has already been linked.
• The school or organization has not been mapped correctly.
• The class is associated with an inactive organization.

Tier 2 Verification

Verify:

• Organization mapping in Roster Assistant.
• School mapping.
• Linked program.
• Organization status.

If the class displays "Not in any school," investigate the organization mapping.

My class is set up under the wrong Program (Book).

Resolution

Advise the instructor to:

1. Delete the existing course.
2. Select the correct program.
3. Link the class again.

Important: Deleting a course permanently removes grades and submissions.

I want my class to use more than one Program (Book).

Explanation

Roster Assistant supports only one VHL program per course.

Possible solutions:

• Create additional sections in the SIS.
• Relink the class after completing work in the original program.

If students transfer between classes, will their grades follow?

Grades transfer automatically only when:

• Both classes use the same VHL program.
• Start dates are within one week of each other.
• End dates are within one week of each other.

I do not see my class.

Possible Causes

• The instructor has not yet linked the class.
• The student is missing from the roster.
• The roster synchronization has not completed.

Tier 1 Checklist

Collect:

• Student name
• Teacher name
• School
• Program

Verify:

• The instructor has completed course setup.
• The student exists in the SIS.

Escalate if necessary.

I received a server error.

Tier 1 Checklist

Collect:

• Error ID
• URL
• Screenshot
• Steps to reproduce

Retry the action.

If the error persists, escalate to Tier 2.

Before Escalating to Tier 2

Confirm that the ticket includes:

• District/School name
• Contact information
• User role
• Affected program
• Description of the issue
• Error messages
• URLs
• Screenshots
• Verification performed
• Appropriate pre-escalation macro