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Start with the symptom you can observe. Record exact messages and timestamps as you work so another person can reproduce the issue.

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You cannot sign in

1

Check the sign-in method

Use the method configured by your institution. If your institution uses SSO, begin from its approved K16 or identity-provider entry point.
2

Reset a K16 password when applicable

Use Forgot password only for an account that signs in with a K16 password. Check your spam or quarantine folder for the reset message.
3

Complete the required verification

Finish MFA verification when your institution requires it. Ask an administrator for help if you no longer have the enrolled authenticator.

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A page or action is missing

  1. Confirm that you selected the intended workspace.
  2. Check whether the product area is enabled for that workspace.
  3. Ask an administrator to verify your role and relevant data access.
  4. Refresh the page after an administrator changes your access.
See feature availability and permissions.

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Data is missing or unexpected

  1. Confirm the selected workspace, date range, course, and filters.
  2. Check the source integration’s status.
  3. Review granular data access rules when the issue affects DataX.
  4. Compare the source system’s record with the value visible in K16.
  5. Record one representative identifier that Support can investigate.

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An import or export fails

  1. Open the run details and note its current status.
  2. Download any available validation or error report.
  3. Compare the file with the current format requirements.
  4. Correct the source file or configuration before retrying.
  5. Avoid starting several identical retries while one run is active.

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An integration needs attention

Open Settings > Integrations, then review the integration status and visible message. Verify the connected system is available before you change credentials or permissions.
Do not send passwords, MFA codes, private keys, access tokens, or full student records in a support request.

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Check for a broader issue

Ask your institution’s K16 administrator whether other people can reproduce the behavior. If the issue is not explained by local access or configuration, prepare a support request.

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A maintenance page appears

Read the maintenance message, then select Retry current page when you are ready to try again. If the message persists, follow any support or status link shown on the page. Include the time and visible message in your support request.
Last modified on September 16, 2026