Troubleshoot common Pulse issues

If you’re having problems signing into Pulse or using Pulse in your browser, try these steps before reporting the issue to Pulse Support.

Signing into Pulse

Error 0028 - “We did not recognise your school-provided identity”

There are three scenarios where the error occurs:

1. Email address couldn't be found in Pulse: If a user is enrolled in Pulse but their email address has been changed in your school's SSO system, a Pulse Coordinator must update the user’s email address in Pulse to match the one in your SSO system.
2. The user has not been assigned a role in Pulse: A Pulse coordinator must add a role to the user's profile in Pulse.
3. The user is not in Pulse: A Pulse coordinator must add the user to Pulse.

Error 0029 - “Your login credentials did not match with the link you followed”

This error occurs when users sign in with a Pulse signin link shared by another user. If this error occurs or they are prompted to enter a School Code, ensure the user signs in with the unique link in their Pulse emails, or using the school’s Pulse link. 

If the error occurs when the user is using the correct link, report the issue to Pulse Support.

Using Pulse in a Web Browser

If your Web Browser freezes or does not respond while using Pulse, try the following steps:

1. Hard refresh the page:
   • On a Windows device: Press Shift + CTRL + R on your keyboard.
   • On a Mac device: Press Shift + CMD + R on your keyboard.
2. Clear your browser's cache:
   • Google Chrome
   • Firefox
   • Safari
   • Microsoft Edge
3. Update your browser - check what browser you’re using and whether it’s the latest version.
4. Check if an extension interferes with Pulse by turning it off when using Pulse:
   • Google Chrome
   • Firefox
   • Safari
   • Microsoft Edge

Report an issue to Pulse support

If the issue occurs after trying the troubleshooting steps, provide as much of the following information as you can to Pulse Support:

• A summary of the issue.
• The name or email address of the user’s account where the issue is occurring.
• A screenshot or photo of the issue. Use these instructions for each type of device:
  • Windows
  • Mac
  • iPad