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Troubleshoot document
Troubleshoot document
Updated over a week ago

In this guide we will discuss some common error messages you might encounter when using our tools and how to proceed when getting one.

Listed below are the most common errors usually caused by the wrong browser:

Error message

Safari users

An unknown error occurred on the LTI request

Please try using the latest version of Chrome or Firefox.

Could not find the registration based on issuer

Please try using the latest version of Chrome or Firefox.

Could not find registration based on the key

Please try using the latest version of Chrome or Firefox.


Please try using the latest version of Chrome or Firefox.

Are you still experiencing these errors after using the latest versions of Chrome or Firefox?

Please reach out to our support team.

Other types of errors

  • Courses invitations not found - Check if you are logged in with your correct institutional email. If this is the case, please contact support.

  • Email not present on the LTI request - check the security settings of the tool placement at a course or institutional level and make sure that email and name information is sent with the request. If this method has no effect, please contact support.

  • Invalid LTI user roles - It might be that your user role is not configured correctly. First, check your course enrollments and see what role has been assigned to your account. By default, FeedbackFruits recognizes Instructor and Student roles. If you have a custom role within your LMS, reach out to support so that we can make a note of this in your environment.

  • No access, this activity will be available for students when the instructor finishes to build it - if a user does not have the right role, they will not be recognized within the activity and will receive an error message.

    * Student: You can reach out to your teacher regarding the opening date of the activity.

    * Teacher: Please check if you have the correct teacher rights in the course. Make sure to check with the LMS integrators of your institution whether your role permissions are set up correctly.

  • Multiple valid users found for this identity - This error is caused when you might have more than one account registered in our database. Please contact support who can help find a solution for you.

  • No valid placement - Could it be you directly copied a course from within your LMS instead of using the "copy from existing" or templates? Please remake the activity using our template function or “copy from existing”. Copying activities and courses with LMS functionality does not guarantee successful FeedbackFruits placements.

  • When loading URL - Make sure to use the latest version of Chrome or Firefox. You have no VPN or adblockers enabled. Remove your Cookies and search history, log out and in again. If that does not solve the issue please reach out to our support team!

  • No valid placement could be found for this code - This probably means that activities have been copied incorrectly. Try recreating activities by using templates and do not copy them from old activities.

  • Could not find the deployment based on the id - Please reach out directly to support who can help you further. Please copy and paste the deployment ID you have received in your error message in the chat, along with a picture of the error. If you know who from your institution installed the tools in your environment, you are welcome to make them aware. Our integration team will work with your IT department to resolve this error.

As a teacher in Microsoft Teams you get the 'You're here early - this learning activity isn't published yet' message

Some universities use different accounts for their LMS, the FeedbackFruits Standalone platform (our web-version) and Microsoft Teams.

When this error occurs it could be that you are logged in with the wrong account (one that is not linked to Microsoft Teams), because of this you can get the error "You're here early - this learning activity isn't published yet". Click on the logout button under the error message and log in with the correct email and then click on refresh. If this does not solve the issue then please reach out to our support team by using the blue chat button in the lower left corner.

This concludes the Troubleshoot guide document. Is your error not listed in the abovementioned list? Please reach out to our support team.

If you have any other questions or are experience a technical issue, please contact our friendly support team by clicking on the blue chat button
(Note: support is available 24h every weekday & unavailable on the weekend).

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