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FAQ's

FAQ's

Overview

This section addresses common questions users have when using SchoolEngage.

Table of Contents

Why don't I have the option to edit a user in SchoolEngage?

 

If you don't see the option to edit a user, it's likely because the user is linked to your Student Information System (SIS). When users are synchronized with your SIS, any changes made in SchoolEngage are overwritten during the nightly sync process. Therefore, to make changes to the user's data, you'll need to do so directly in your SIS.

For further guidance on managing users, please refer to our help articles on Editing a Parent or Student profiles.

What to Keep in Mind During Roll-Over

When a school district transitions to the next academic year, there are a few important points to consider:

  1. Registration Forms:

    • Any registration forms that haven't been finalized will need to have students enrolled rather than pre-enrolled.

    • If the form includes data mapping, you will need to update the school and grade information to reflect the next academic year.

  2. Validation Forms:

    • For validation forms that haven't been finalized, ensure the school and grade mapping for the next year is either removed or updated to match the student's upcoming school year.

To resolve these issues, you can either remove the school and grade mappings for the next year from form management or adjust the form data to reflect the roll-over to the new academic year.

I can’t login to SchoolEngage through PowerSchool

If you are unable to login to SchoolEngage from PowerSchool after the Roll-over, please try clearing the cookies on your browser.

Some of the forms I sent out failed, can I just resend them?

Forms that fail during data validation sendout, can safely be regenerated. The data validation screen will display who has received a form, and any forms that parents have been in will not be regenerated. Only forms that haven’t been looked at will be regenerated.

Why won’t my alerts clear in PowerSchool

PowerSchool doesn’t have any mechanism to clear alerts via api/writeback. Any clearing of alerts will need to be done manually in PowerSchool until PowerSchool changes how that section works

Why won’t an email appear in Parent Portal during writeback

Either the parent didn’t provide and email, or the email is in use by another user in the system that was connected to PowerSchool. You may be able to search for the email and merge the user to resolve this issue, or it may indicate that matching needs to occur.

Why won’t my next school year appear during writeback

When SchoolEngage conducts a writeback, it actively retrieves the school and year data. If any school year or term data is missing, it's likely because the school hasn't yet set it up for the upcoming year.

Why is my student displaying as “No active enrollment” for form document review

When there is a student that document status doesn’t match the expected status for the student, there are a few reasons this can occur.

  • Student may need to sync from PowerSchool, if the enrollment status indicates they’re not enrolled or they are missing an ASN, they may need to be udpated from PowerSchool.

  • Student is a duplicate - when the student sync occurs, the enrollment status and ASN of only one of the students is synced, which may not be the student that has the form assigned. You can often merge the student to resolve these.

I updated my PowerSchool why can’t I writeback

Recently, when PowerSchool is updated, ClientId and Secret’s can be expired. If writeback is failing and you recently updated PowerSchool, the first thing you should do it go into the SchoolEngage Data plugin and click the Regenerate Client Id and Secret . If you are on a newer version of the plugin there will be a callback to update your credentials in SchoolEngage automatically. If you don’t receive that, you should either update the plugin or you can enter those credentials manually in the Settings District Page in SchoolEngage.

Be sure that the Access Level for v1 APIs is set to Full Access to ensure the plugin has the access it needs for a successful writeback.