Authentication Troubleshooting


Note: this article addresses common IP/proxy authentication errors. If you are having trouble with your LTI integration, see here.

If you are encountering one of the following error messages, click the link to see troubleshooting information:

If you are trying to use an embed code, but it is displaying a blank frame, see this page for troubleshooting tips:

Our support team is also happy to help with any authentication errors you may encounter. If you need assistance, email and include the following information in the message to help us get started troubleshooting:

  • Is the issue occurring on-campus, when accessing remotely (via proxy), or both?
  • Is the issue happening specifically when linking from a particular page, like your LMS or LibGuides?
  • Have you had a recent change in your IP address?
  • Have you configured your proxy for Credo?
  • Please also include a screenshot of the error that you are experiencing.

Invalid Credo Authentication


An error message that reads "Invalid Credo authentication. You have no permissions to access the content" usually occurs when your IP address or a range of your IP addresses are missing from Credo's settings for your account, and is therefore not being authenticated.

If you are using a proxy server for remote access, and you see this message after entering your proxy credentials on the proxy sign-in screen, then Credo is likely missing your proxy IP address.

If you see this error, please contact us at and provide us with a full list of your current IP addresses, including your proxy IP address. If you have any IPv6 addresses, we will need to have those on file as well. (Not sure if you use IPv6? See here.)


"You have attempted to view a page that has not been configured for access."

This message indicates that your proxy server has not been configured to access Credo's URLs, or that there is an error in the configuration.

Screenshot of an error message that reads, 'Oops! It looksl like you have attempted to view a page that has not been configured for access.'

This error message is specific to EZproxy servers. To resolve the issue, please consult with your proxy admin and make sure that the correct stanza for your Credo product has been added to the proxy config file. For our current proxy configuration instructions see here.


Page Not Found

A "Page Not Found" error message indicates a problem with the link that you are using to access the content. There are a few reasons why the URL could be invalid, so if you see this error message, check the following:

1. Make sure the link has been copied correctly

Copy-paste errors can sometimes truncate the end of the URL, which will break the link. Check the link you are using against the list provided on your admin dashboard, and confirm that it has been copied correctly.

2. Check to see if the URL is being encoded by your proxy

Some proxy servers will encode the URL being proxied after redirecting through the proxy sign-in screen. This encoding replaces non-alphanumeric characters within the URL. Some proxies will replace the plus signs (+) in the Credo URLs with a space, which is then encoded as %20. This substitution breaks the URL. 

To see if this is happening, examine the URL in the address bar on the page where you've encountered the "Page Not Found" error. If you see %20 in the URL, this is likely what is breaking your links.

For example, a link that has been encoded by the proxy server in this way will look something like this, with %20 where there were previously plus signs.

To resolve this, try changing each %20 to %2b in the link before you authenticate:

This should prevent the link from breaking. If you find that you need to have all plus signs encoded as %2b, our support team can update the links on your admin dashboard for you, so that you don't have to manually change the encoding each time you use them. Just let us know if you need assistance.

3. Make sure the content is visible to users

Admins can use their editing permissions to make content hidden from users, so that it can be viewed by admins but not by students. When a content item is hidden, links used for student access (LTI links, deep links, embed codes) will result in a "Page Not Found" error. If this occurs, you can make the content visible in Studio, or simply not link to that piece of content.

The "Promoting the Modules" content section in the InfoLit Modules Faculty Module is hidden by default but can be made visible if you choose.


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