I wonder if you can help.
I have a student who changed their password, and email, but was then unable to access my work's Moodle (3.8) platform, having never had a problem in the past.
I'd assumed it was user error as there was a Login failed for user '...'. Most likely the password did not match (error ID '3') in the user log.
I reset the password for the student to login again and then reset it themselves manually, but he was unable to access.
Assuming it was an error with the use of CAPs in the password or incorrect username, I reset again, talked the student through via phone on logging in but he was still unable to access.
When I try the correct username and password we are able to login as the student in our office, so I am puzzling why this may be happening.
The student has said he has tried over four different devices, but still no luck. Does anybody have any suggestions to try?
For info: The student has said he doesn't have Incognito mode, which I suspect may be because of parental control settings in the household (student under 18).
The student is on a Chromebook as his main device and is using Chrome. I suspected it may be an old password in a password manager, but he's said this isn't the case.
Does anybody have any suggestions about something I may have missed, or settings he may need to adjust at his end to get him back working?