Having trouble logging in to Okta.

Security checks ensure our ecosystem stays protected. Use the tool below to identify why your access was denied and how to resolve it.

Disclaimer: This page is intended for Instructure employee use only. If you are a Canvas customer, please reach out to your school's helpline.

1. Select your error message.

Identify what's on your screen -- Choose the error --MFA method not found / Authenticator requiredYou do not have permission to perform the requested action403 Forbidden / Access DeniedNO_CERTIFICATE / Certificate failureOS version is not supportedDevice is not managed / Corporate device requiredDevice requirements not met / Health checkBiometrics required (FaceID / Hello / TouchID)Offline Login Failure / MFA TimeoutVerification Error / Clock Sync FailureTPM / Secure Enclave / Secure Boot ErrorDevice Rooted, Jailbroken, or BootcampedMy error is not listed

 

2. Perform a Trust and Assurance check.

Ensure your device meets these baseline security standards. Most login issues are caused by one of these requirements not being met.

• Operating System: You must use the latest official release or the one release prior. Ensure all current security updates are installed. Beta versions, Windows Bootcamp, and Virtual Machines are not supported.

• Screen Locks & Biometrics: The device must have a passcode, password, or PIN set. Additionally, biometrics must be active (FaceID, TouchID, Windows Hello, or Android Biometric).

• Disk Encryption: FileVault (for Mac) or BitLocker (for Windows) must be enabled. Mobile devices are automatically encrypted once a passcode is active.

• Hardware Integrity: The system must be able to access the Secure Enclave (Apple) or TPM 2.0 (Windows). Devices that are rooted, jailbroken, or otherwise modified are strictly prohibited.

3. If you're still stuck, we're here to help.

#it on Slack

Best for quick questions and checking if others are seeing the same issue.

Join #it

IT Support Portal

Best for formal requests. Every ticket is tracked through to resolution.

Submit a request

Support Line

Use this only if you are completely locked out of internal systems.

1-800-203-6755

Select "Front Desk," identify yourself, and ask for IT.

After Hours Support

If you are blocked outside of standard business hours, please contact your manager or a peer via personal channels. They can reach out to IT on your behalf or provide the emergency hotline information found in the knowledge base.

If you have access to a working device, you can find our emergency hotlines and 24h alerting contacts in the IT Knowledge Base.