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Troubleshoot Access Errors

If you experience an error when logging in to Great Minds digital resources or an error within the platform, try the following steps in the order listed below to rule out a browser issue.

Google Chrome is our preferred browser. These directions are specific to Chrome and do not apply to other browsers.


Login Token Expired

If you receive a "Login Token Expired" error, log out of your Great Minds account and your SSO provider (Clever, ClassLink, Google, etc.).  Log back in to your SSO provider and proceed to Great Minds through the portal. This should provide a fresh token for authentication.  If the problem persists after taking these steps, please submit a support ticket.

Login token expired error message


Clear Browser Cache and Cookies

We first recommend clearing your cache and cookies as the majority of access issues are related to browser caching.

Before clearing your cookies, we recommend trying Incognito mode first to see if this resolves your access issue or error. Clearing cookies will log you out of all websites, so we only recommend taking this step after verifying you can log in using Incognito.

1. Open the Chrome menu at the top right.

Chrome settings icon
 
2. Select Delete Browsing Data from the drop-down menu.

Chrome settings menu with Delete browsing data circled

3. Select All Time from the Time range drop-down.

4. Check the boxes next to Cached images and files and Cookies and other site data.
 
Delete browsing data menu with Cache and Cookies selected

5. Click Clear data to clear your cache and cookies.

If clearing your cache does not resolve the error, proceed to the next section.
 

Update Your Browser


We recommend using the most recent version of Chrome to access our digital platforms. 

1. Open the Chrome menu at the top right.

Chrome settings icon

2. Hover over Help to expand the menu options. Then select About Google Chrome from the drop-down menu.

Chrom settings menu with Help and About Google Chrome selected
 
3. If an update is available, you'll see a notification and an option to update. Click Update Google Chrome to update to the latest version.
 
4. After updating to the latest version, try logging into your account again. If the error is not resolved, proceed to the next section.
 

Check for Browser Extensions

Extensions, such as ad blockers, can cause platform access issues.

1. Click the Extensions icon at the top right to view your installed extensions.

Chrome Extensions icon

2. If any Extensions are found, click the kebab icon and select Manage Extension. 

Extensions menu with Manage Extension option selected

3. Toggle the extension to Off on the extension settings page.

4. Restart Chrome and try logging back into your account. If disabling the extension resolved the error, either keep it disabled or configure it to allow Great Minds platform/websites.

If disabling the extension did not resolve your error, proceed to the next section.
 


Reset Browser Settings

Reset your Chrome browser settings to original default.
 
1. Click the Chrome menu icon at the top right.

2. Select Settings from the drop-down.

3. Select Reset settings from the left side menu.

4. Select Restore settings to their original defaults.

5. Click the Reset Settings button.

6. Reopen Chrome and try logging into your account again.

Submit a Support Ticket

If none of these steps have resolved your error, please submit a support ticket so our team can assist in troubleshooting.