CSDNB-DM Troubleshooting Guide

CSDNB-DM Troubleshooting / Issues Reporting

Problem: Parent tried to log in with their email but it does not show a “Forgot Password” button

Cause:
The email isn’t being recognized for this contact.

Suggested Steps:

• Double check they have typed the email correctly and hit next to continue. 
• Make sure they are using the email associated with their contact info in PowerSchool (it may not be the one they sign in with on PowerSchool possibly)

Problem: Parent has confirmed correct email is inputted, but still does not see a “Forgot Password” button

Causes:
The contact’s email may not be what we have on file.

The contact may not be set up in PowerSchool with the correct flags needed to sync. (Either lives with or custody)

Suggested Steps:

Please work with the School’s Main Office for contact info updates. Parents can view associated contact info in the forms section of the PowerSchool Parent Portal(s) as well.

Problem: I logged in with my email, but it is not showing my name. It is showing another family member’s name

Cause:

The same email was used for more than one contact in PowerSchool.

Suggested Steps:

Please work with the School’s Main Office for contact info updates. Parents can view associated contact info in the forms section of the PowerSchool Parent Portal(s) as well.

If additional help is still needed to clean up accounts, please work with the help desk for assistance. However updating basic contact information is best handled at the school level.

Problem: I logged in, but I do not see all my children, I just see some of my children

Cause:

Contact information is slightly different between contacts. Slightest differences in spellings of contact’s name can cause this.Verify contact information matches exactly. 

Suggested Steps:

Please work with the school’s office for contact updates. As this may involve several schools, the office may need to get additional assistance.

Problem: I am unable to search for users in the app’s search box

Reported Issue:
This feature is supposed to be working for staff, but currently it is not. We have a support ticket to get this functioning. UPDATE: Support reports that this has been fixed, but need to verify it actually is working.

Current Workaround:

Navigate to a class and click the top banner where it says the number of members. It should open a list for you to select names from (both students and parents)

Problem: Attachments not showing as previews in the chat room/ message stream. (Just a blank white box)

Possible browser issue?
Ensure browser and device is updated
Need to double check and recreate event before we report this to support for review.

Problem: User is not receiving notifications even though they are logged into the CSDNB App

Suggested Steps:
Click the Username (or gear if not logged in) to Ensure Notifications are one and Chat Notifications  are also on within the app.

After that, it may be a device-related setting. Notifications will come per the app settings, they will not be text message alerts. 
Double check phone/device settings for notifications. Ensure they are turned on per settings of the device.

Problem: I can’t determine if a user is logged in or not.

Known Issue:
We expressed this is a problem to the company. We have submitted an “Enhancement Request” which if it gets enough support from other school districts will hopefully be something we see in some future release.

Problem: I don’t see all my classes

Cause:

To keep the list of classes from being several of the same lists, the typical elementary classroom teacher will typically see just the homeroom. Additional classes can be synced in by request if necessary.

Note: An Academic Arts class should expect to see all of their classes.

Problem: I don’t see any classes

Cause:

You must be the lead teacher in a section of PowerSchool in order to be synced with the class. We are exploring if there is a way to sync in with co-teachers.

Suggested Steps:

The Lead Teacher should be able to invite an additional faculty member to a class in the app. (Will have to double check once search features work correctly)