Troubleshooting and support

01

Cannot sign in

Most sign-in problems come from using the wrong portal or identifier.

1. 1

   Confirm the portal matches your role.

2. 2

   Re-enter the username or student number and password carefully.

3. 3

   Check Caps Lock and make sure no extra spaces were copied.

4. 4

   Ask the Administrator to verify that the account is active and has the correct role.

02

Page or data looks wrong

First confirm the context controlling the records displayed.

1. 1

   Refresh the page once.

2. 2

   Confirm the selected School Year and Advisory Class.

3. 3

   Record the page title, expected result, actual result, and approximate time.

4. 4

   Take a privacy-safe screenshot that excludes passwords and unrelated records.

5. 5

   Send the details through the school’s approved support channel.

03

Upload or download fails

Check the file and connection before repeating the action.

1. 1

   Confirm the internet connection.

2. 2

   Check the permitted file type, size, and download location.

3. 3

   Rename the file with a short descriptive name and try once more.

4. 4

   If it still fails, report the exact message and file name—never your password.

04

Scanner cannot connect or synchronize

Queued records remain local until the scanner can reach the configured server.

1. 1

   Confirm the computer is online.

2. 2

   Open Settings and review the Server URL without exposing the Authorization Code.

3. 3

   Select Test Connection.

4. 4

   Check the unsynced badge, then select Sync Attendance Records.

5. 5

   If records remain queued, stop repeated attempts and contact the system administrator.

05

What to include in a support request

Complete details help support reproduce the problem without requesting private credentials.

• Your role and portal
• Page or module name
• Selected school year and class
• Action attempted
• Exact error message
• Approximate time observed
• Privacy-safe screenshot