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Problem

Users may experience the "State Information Lost" error after performing the second attempting to sign into their UWaterloo accounts using second-factor authentication. This error is most commonly seen on LEARNdue to an expired LEARN link.

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Solution

The error is usually caused by an expired link of LEARN. You can:

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Step-by-step solution

  1. Close all current web browser windows that display the error message.

    1. Windows: Close out of all windows and tabs.

    2. Mac: Hit the Command and Q keys at the same time to quit out of the application

  2. Open a new tab or web browser window

  3. In the browser search field, type in learn.uwaterloo.ca

Warning

Avoid using old bookmarks and saved passwords as this can result in the same error message. You can also replace your old bookmarks with this learn.uwaterloo.ca URL.

4. Log in to LEARN using your 8-character username @uwaterloo.ca (e.g. j25rober@uwaterloo.ca) and password

5. Provide your second-factor authentication method Duo device management instructions (More information about second-factor selection criteria please see Second factor selection criteria )

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Related issues
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Need

help?

Contact the IST Service Desk at helpdesk@uwaterloo.ca or 519 online or 519-888-4567 ext. 44357.

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