Troubleshooting in Parent Portal

Here are some tips to checkout when something goes wrong in Parent Portal:

1. For Parents having log in issues:

• Parents who select forgot password will have new password sent to their email
• If they are complaining that they are not getting the new temporary password - check that they are using the correct email address.
• Parent has no email set up - they cannot have access to Parent Portal without one.
• An email address cannot be used for more than one account - check to see if a different account is using this email
• Admin can log in as the parent to see if what the parent is claiming to see is true.
• You can check the Login History to see who logged in successfully

2. Admin User having issues:

• If password is not working try resyncing users in Admire
• Check that user has password setup in Admire and they have the user permission called "Parent Portal"
• Announcements are not showing up:
  • Check the Start and End dates
• Error message when Uploading:
  • Parent has no email set up - they cannot have access to Parent Portal without one.
  • An email address cannot be used for more than one account - check to see if a different account is using this email
  • Not enough Credit- this means you maxed out the registration and you are trying to use more than your plan allows
    • You need to clear out last year's data to make more room
    • Or contact your account manager
  • If parents submits form/s with something incorrect:
    • Reject the form and it will prompt you for a message to email that account.  Now the parent can resubmit
• Forms are Pre-filling with last year's data:
  • You need to update the filters on the "Prefill Form Data" screen to reflect the upcoming registration not the current registration

Additionally you can check out Admire Community to see Parent Portal Troubleshooting FAQs: https://community.admirepro.com/c/parent-portal/14