General Troubleshooting

General Troubleshooting

Objective

To provide steps to solve a few common issues users & schools run into.

Resetting the password from the Dashboard as an Administrator

Password Reset: will reset a user's access to the Dashboard and the App & works for all setups
(including SFTP sync sites, SSO sites, and manually setup sites (if you have registration for your site turned on)

Go to "People" and then "Manage People" in the Dashboard and search for the user whose password you want to reset.

  
Click on the "Reset password" option next to their name



Enter the new password into the "Password" field, enter it once more into the "Confirm Password" field and choose whether you want the password to be reset by the user the next time they login, then click "Reset".



Congratulations, you've successfully reset a user's password as an Administrator from the Dashboard.  

Resetting your password from the App as a normal user


Click "Forgot password



On the "Forgot your Password" screen put your email in the "email" field & click "Send Password Reset Link"


Check the Inbox of the email address you provided, there should be an email from "no-reply@schoolinfoapp.com" & click the "Here" link in the email. 



The link will take you to your dashboard login and will prompt you to reset your password. Follow the password requirements listed and click "Reset Password".



Attempt to login to your App with your new password. 

Unpublish a News Item


Go to "News" then "Site News" in the Dashboard

  

Locate the News item you want to edit and click the "edit" pen. 



Click the "Unpublish" box in the News item & scroll to the bottom of the page and click "Apply" or "OK"



Congratulations, you've successfully unpublished a News item!

Clear user in Wellness Reporting

Click "Features then "Wellness Reporting" in the Dashboard

  

Check the "Blocked" area for the user you need to clear, and click the "Clear" checkmark next to their name.



You should see "Operation completed Successfully!" flash across the bottom of the screen. 



Have the previously blocked user try to use the Wellness Reporting again. 

Congratulations! You've successfully cleared a blocked user. 

Internet Connection Error


If you receive the following error please try the steps listed below.

Check your iOS or Android settings and ensure you're connected to a reliable Internet source.


Apple iOS Users

Check the following: 
 - From your Home screen, go to Settings > Wi-Fi
 - Turn on Wi-Fi. Your device will automatically search for available Wi-Fi networks.
 - Tap the name of the Wi-Fi network that you want to join.
Before you can join the network, you might be asked to enter the network's password or agree to terms and conditions.

- After you join the network, you'll see a blue checkmark  next to the network and the connected Wi-Fi icon  in the upper corner of your display.

If you don't know the password to the Wi-Fi network, contact your network administrator.



Android Users

Check the following: 

- Open your Android's Settings app by swiping up from the bottom of the screen and selecting it.
Android wi fi 1
- Tap the word "Connections."
Android wi fi 2
- In the new menu, tap "Wi-Fi" and then look under the "Available Networks" heading.
- Select the Wi-Fi network that you want by tapping it. If it's locked, enter its password, and then tap "Connect."
Android wi fi 3

If the Wi-Fi is connected but failing to launch the App or connect to web-based items within the App try connecting to your cellular LTE service & try the App again. 

iOS Users follow these instructions posted on Apple's Support website.


If Internet connectivity and cellular LTE service both fail please submit a helpdesk ticket.

To learn how to submit a helpdesk ticket follow these instructions.


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