Troubleshooting sign-on issues
Follow the steps below to resolve issues that users might have signing on to their Chromebooks.
What error message does the user see?
This error message signifies that the user's Google Apps account may not yet be transitioned to the new Google Apps infrastructure, which is required to access a Google Chrome device.
To check whether a Google Apps account is on the new infrastructure, go to https://www.gmail.com and attempt to login with the Google Apps account. If the user is unable to sign in, his or her account still uses the old infrastructure. In order for your domain to transition to the new infrastructure an administrator of the domain must login to the Google Apps administrator control panel and begin or complete the transitioning process.
If a user sees this error and your domain is using single sign-on (SSO) with Google Apps, it’s likely that the SSO password has not been synchronized with Google Apps. Since SSO is currently not supported with Chrome device sign-on, end users need to use the password set for them in Google Apps and not their SSO passwords. Therefore, a domain administrator must ensure that Google Apps passwords have been set.
The user may have a renamed conflicting account still associated with his or her username. Chromebooks require a full Google Apps account on the new infrastructure in order to sign onto the device.
If the user had an existing account during the transition, the account was renamed to an account @gtempaccount.com. For example, for the user email@example.com, the renamed account is firstname.lastname@example.org; the password is unchanged from the original account. To resolve the conflict, the user needs to sign into the renamed temp account at any Google service (or simply at google.com/accounts). After signing in, the user is prompted to follow instructions on migrating the data previously stored in this account to the Google Apps account and how to rename the account.
If the user forgets the password associated with the conflict account, he or she can have a reset link sent to your current Google Apps account by clicking the Can’t access your account? link found at any service sign-on page. Enter the email@example.com credentials as the email address and click Submit.