Backpack Support

We, Digitalme, have provided both development and product support for the Backpack over the past 18 months (or so) — This blog looks to channel some of the common support requests and knowledge base articles to help users get to the root of their issues.

Email address mismatch

It’s been long understood that the Backpack ‘struggles’ to recognise uppercase and lowercase letters in email addresses as being the same — this Github issue being just one example. This is something we all know needs working on, and will be looked at, but in the interim here is a couple of tips to ensure you don’t run into this error (and if you do, how to fix it — hopefully)

  1. First check is to make sure the email you have used to create your backpack account matches, exactly, the email you have been using in your badge issuing platforms. e.g. Backpack@digitalme.co.uk is not the same as backpack@digitalme.co.uk
  2. You can’t edit the email address in your Backpack, so if you need to make changes, you’ll currently have to do this on the badge issuing platform.
  3. We can’t edit or change your email in the Backpack — but we might know someone who can — this will involve us raising a Github issue directly with Mozilla, and could take some time to resolve, so point 1 and 2 are definitely the first port of call!

Update (19.2.18) Since the latest update to the Backpack you can now add extra email addresses into your Backpack account in order to store badges from multiple sources — more details on this can be found here.

Badge Issuing platforms issues

We’ve recently had a number of requests from users that platforms are not pushing their badges to the right place, or are still referencing and trying to use the deprecated Persona login service. 
If you find yourself using a platform where this is the case, please get in touch with the platform providers and get them to contact us. We’ll reach out and see how we can support and help to ensure they are linked up to the new Backpack service correctly!

Migration

Back in November 2016 we first pushed out the new Passport.js Login service to replace the soon to be retired Persona login. This meant users needed to migrate over their existing accounts in order to re-authenticate with the Backpack and continue to store and share badges. Persona shut down in late December which meant users only have a relatively small window in order to migrate and change account details if they needed to.

However if you missed this window, never fear, you can still migrate your account, as long as you still have access to the email address it was set up with, by using the forgotten password functionality and following the steps you receive via email.

There are a couple of caveats here; firstly we’ve noticed some of these password reset/migration email are hitting spam and junk folders — please make sure you check these (and probably mark all future comms from the Backpack as legit!) Secondly, we understand that some educational organisations (particularly those with .ac.uk domains) are blocking/filtering these emails coming through — if this is the case, please contact your internal IT teams and flag this, and also get in touch as we can take a look into the logs on our end and see at what stage they’re getting bounced back.

The email address it will be sending from is: no- reply@backpack.openbadges.org

Sharing

Sharing can be a little bit odd at first in the Backpack (and it is something we know needs work) but essentially you don’t share individual badges, you share out your collections.

To create a collection log into your Backpack account and hit collections at the top. You can then drag badges over into their own mini collections (you can make as many as you want). You’ll then be able to see the share icon in the bottom right corner of the collection which will allow you to push to Twitter, Facebook, Google+ and LinkedIn. You also need to ensure your collection is set to ‘Public’ using the checkbox provided.

A Public Backpack Collection

Password Reset

Unfortunately we can’t send out password reminders, however you can request one yourself here: https://backpack.openbadges.org/password/reset

There are a couple of caveats here; firstly we’ve noticed some of these password reset/migration email are hitting spam and junk folders — please make sure you check these (and probably mark all future comms from the Backpack as legit!) Secondly, we understand that some educational organisations (particularly those with .ac.uk domains) are blocking/filtering these emails coming through — if this is the case, please contact your internal IT teams and flag this, and also get in touch as we can take a look into the logs on our end and see at what stage they’re getting bounced back.

The email address it will be sending from is: no-reply@backpack.openbadges.org

Multiple email addresses

When you first set up your Backpack account you only had the option of adding one email address in which to accept badges. You now have the option to add additional email address identifies so you can accept badges from multiple identifiers.

Add an additional email address

If you have created multiple Backpack accounts in the past, so you could store badges from multiple sources, you’ll now need to go through a merging process.

To do this, pick your Primary account (probably the one you have the most badges in), you’ll then need to go through and delete your other Backpack accounts before you can add additional email addresses (more details on account deletion can be found below.) 
During this deletion process the most time efficient way to get your badges into you ‘Master’ account is to download them — you can do this by simply right-clicking and saving the PNG files.

Email Verification

For every new email address (and your existing email address attached to your Backpack account) you’ll need to verify your identity.

Once you’ve you asked for the verification code you’ll be sent an email with a unique code. Enter this within the Backpack itself and you’ll be able to add badges to your account. If you’re having difficulty receiving the email, you may need to check you spam/junk folder or whitelist the following address: no-reply@backpack.openbadges.org

Account Deletion

In order to combine/merge two existing accounts you’ll need to delete your secondary accounts so that the email addresses can be added to your primary.
This is pretty much the same process as account verification — you’ll need to request a deletion code and then enter this on your account.

Delete your account