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Why am I receiving the error "authentication problem" or "missing institutional credentials"?

These errors typically indicate that your browser is blocking third party cookies or preventing cross-site tracking.

When the "authentication problem" or "missing institutional credentials" error message is received, it often means third party cookies are being blocked, which disrupts some functionalities in Cidi Labs tools. This is also typically the case for error messages that include "Fatal error: Uncaught Exception: Missing information. OIDC flow failed."

If you are unsure of how to check this setting, here are some resources that can help:

Safari & Cross-Site Tracking

On a Mac, Safari may also be preventing cross-site tracking. This also causes the above error messages. If you are using Safari on a Mac, you may need to turn off cross-site tracking to allow the tools to work.

If you are unsure of how to check this setting, here is a resource that can help:

Why are some Cidi Labs tools considered third party?

Some Cidi Labs tools are considered third party tools due to being a separate web application that is pulled into the LMS through an i-frame. The third party cookie is needed to remember who the user is between page refreshes, which is why the error has an "authentication problem" when the cookie is blocked.

If you have checked the third party cookies and cross-site tracking settings and are still receiving this message, please submit a ticket through our support portal and we will get back to you shortly.