Fix “Email, First Name, or Last Name Not Sent” Error in McGraw Hill Connect

Quick Links: | Environment | Solution | Root Cause |

When attempting to launch McGraw Hill from Canvas, users encounter the following error message:

"We're sorry. We cannot process this request because your e-mail address, first name, and/or last name is not being sent from your CALIF STATE UNIV CHICO account. Please contact your school administrator to resolve this."

McGraw Hill Connect error message.

Environment

This article is relevant to you if:

  • You are a student or instructor using McGraw Hill Connect in Canvas.
  • You encounter the error message mentioned above when launching McGraw Hill Connect.
  • Your display first name or display last name is blank in Account Center and Canvas.

Solution

To fix this issue, refer to Updating your Display Name. Make sure that both a Display First Name and Display Last Name are set. It can take up to 24 hours for your name to be updated in Canvas.

Once your display name has been updated, try launching McGraw Hill again through Canvas. You should now be able to access McGraw Hill resources without error.

Root Cause

When McGraw Hill is launched from Canvas, it relies on specific user information (first name, last name, and email) to authenticate access. If a display first name is not set in Account Center, McGraw Hill cannot process the request because it wrongly assumes that all users have a given name or first name and a family name or last name. This design limitation prevents McGraw Hill from handling accounts without a configured given or family name.

Still need help? Reach out to McGraw Hill support or IT Support Services for further assistance.

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