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Bug #19277

open

Hostos students can't register

Added by Marilyn Weber 4 months ago. Updated 3 months ago.

Status:
New
Priority name:
Normal
Assignee:
-
Category name:
-
Target version:
-
Start date:
2023-11-15
Due date:
% Done:

0%

Estimated time:
Deployment actions:

Description

Krysia Michael reports "8 students in my Hostos class attempted to register for the Commons today and never received emails for the confirmation. I’m wondering what might have gone wrong or if we should just wait longer."

This was two hours ago, and I still see them there in unconfirmed. Any idea?


Files

clipboard-202311151715-j4jko.png (11.3 KB) clipboard-202311151715-j4jko.png Marilyn Weber, 2023-11-15 05:15 PM
Actions #1

Updated by Boone Gorges 4 months ago

I've resent activation emails to each of the users. Ask Krysia whether they went through successfully.

I have a feeling that this is probably a Hostos-specific issue. I will contact IT to see if they can share any information about outgoing email for these specific addresses, which will help us narrow down whether it is a problem on the Commons or at Hostos. I'll follow up here when I have more information.

Actions #2

Updated by Marilyn Weber 4 months ago

Thanks, Boone, I did the same. I also asked her " And did it work for anyone?"

I'll let you know when she replies.

Actions #3

Updated by Marilyn Weber 4 months ago

She replies:
"I have confirmation that at least one student received it! Thank you so much. Is there anything I should do differently in the future?
Krysia"

I replied to her:
"You could ask Hostos IT what they think happened.

Last week, I had a email sent from the GC to GC students and faculty and over half of them bounced back. Tried again the next day and there was no problem. So my personal inclination would be to see this as a glitch and hope for the best, but I'll ask Boone. "

Actions #4

Updated by Boone Gorges 4 months ago

I also suspect it was a glitch on the Hostos end. I'll have more info after I get back mail logs from IT.

Actions #5

Updated by Boone Gorges 4 months ago

I received confirmation from IT that yesterday's emails were in fact released by the GC outgoing server. This means that the problem is very likely that the receiving email server marked them as spam.

Given that students seem to be receiving the emails now, I suggest that perhaps this was an isolated incident. We'll keep our eyes out for similar reports, but in the meantime I don't think there are concrete actions to take.

Actions #6

Updated by Marilyn Weber 3 months ago

A sad follow-up;
"We continued to have issues with getting students into the Commons. Students would register, or change their password, and then they would go to the confirmation email and click the link. When they got to the sign-in page, their new password wouldn't work. The message would say there was no account with that email address and they had to register. When they tried to register, it would say there is already an account with that email and they had to sign in. One student was able to change her password successfully at home, but then it didn't work from my laptop at Hostos. I'm not sure if it's something with Hostos's servers, but I have never had a problem logging in to the Commons from Hostos myself so I'm not sure what's going on. I ended up having students submit their essays to me through email because it got too complicated so there's not an immediate need on my end, but I wanted to let you know that problems persisted! Thanks again for all your help and let me know if I can be of help figuring out what happened. I'd like to know what to do differently next semester!

All the best,
Krysia

Thank you!!"

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