Understand Down Times

  • In the event that your myschoolapp branded login page is down (Blackbaud Education Management products sign in page for Blackbaud ID is down, but Blackbaud ID is up), users should log in at https://signin.blackbaud.com/ and then go to any app URLfrom a bookmarked page/URL. If the issue extends beyond the app login page, disable Blackbaud ID (follow the directions above).

  • In the event that the Blackbaud Education Management products are down, Blackbaud ID does not impact the scenario. Nor will Blackbaud ID enable users to log in if the Blackbaud Education Management products are down.

  • To prepare for an scenario where your school's Identity Provider IdP may go down, Blackbaud recommends you create at least one site admin account (with access to configure the SSO) using an an email address that is not on your claimed domain. Do this before you configure the Blackbaud ID Single Sign-On (SSO). If you ever need to disconnect the SSO from your Identity Provider IdP, this recommendation enables you to retain access to configure your Blackbaud ID Single Sign-On (SSO)settings. If you disconnect your school's SSO, users can still connect to the Blackbaud Education Management products through Blackbaud ID. However, the users will need to select Forgot Password on the Blackbaud.com sign in page to set a new password until the SSO is back up again. This also requires users to have a valid email address and they must respond to an email to reset their passwords. As such, this may not be as simple or practical as some users prefer.

Tip: If you aren't sure whether something is down, we recommend you open an incognito session with your internet browser and attempt to connect in this session. It is possible that an error with your session for a single browser could cause the appearance of downtime. If this does not correct the issue, follow the tips for troubleshooting and understanding down time.

Tip: Some authentication settings are not accessible while impersonating. To set up authentication for your school, log in as the platform manager who has organization admin rights instead of impersonating one.