Troubleshooting the Campus Mobile Portal

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1 Troubleshooting the Campus Mobile Portal February 2015

2 This document is intended for restricted use only. Infinite Campus asserts that this document contains proprietary information that would give our competitors undue advantage should they come into possession of any part or all of it. As such, this document cannot be publicly disclosed unless so ordered by a court of competent jurisdiction Infinite Campus, Inc. All rights reserved. INFINITE CAMPUS and Transforming K12 Education are registered trademarks of Infinite Campus, Inc. The INFINITE CAMPUS logo is a trademark of Infinite Campus, Inc. This publication, or any part thereof, may not be reproduced or transmitted in any form or any means, electronic or mechanical, including photocopying, recording, storage in an information retrieval system, or otherwise, by anyone other than Infinite Campus, Inc. without written permission of Infinite Campus, Inc., th Avenue NE, Blaine, MN 55449, tel. (651) ,

3 Troubleshooting the Campus Mobile Portal Due to the vast array of setups and settings that districts, schools, and teachers use in addition to the multitude of variables that exist between mobile devices, the following are answers to the most commonly occurring issues/errors: What is My District ID? Could not complete data retrieval Error Message Cannot authenticate user Error Message Why Can I Only See Settings within the App? How Do I Find My Username and/or Password? How Do I Reset My Password? Why am I Not Receiving Notifications? District Has Enabled Notifications, But Users Cannot Enable them Within the App I am Receiving Multiple Notifications for the Same Event User Can Only See Settings Once Signed into the Mobile Portal App (ios-specific) User Gets Kicked Out when Attempting to Sign into Mobile Portal (Android-specific) Why Can I No Longer View Certain Data Within the Mobile Portal App? My Data Looks Wrong What if I Have Students in Two Different Infinite Campus Districts? My Campus Mobile App is Crashing Is the Mobile Portal Supported on My Phone? What is My District ID? A district s District ID can be verified by signing into the web-based Campus Portal and clicking on the image at the bottom of the page that reads Get Your District ID. (see the image below). If you cannot find the Get Your District ID button on the Campus Portal, your district is not on the necessary version of Campus to support Mobile Portal. When entering a District ID into an ios device, the ID will turn into a URL. However, when entering a District ID into an Android device, the ID will not change. This is due to the setup differences between ios and Android devices and is expected behavior. 3

4 Could not complete data retrieval Error Message This error message may be presented to a user if they attempt to log into the Campus Portal app with an incorrect District ID. If the user has verified they are entering the correct District ID, the error message will indicate that corrupt data has been cached in the app, preventing it from allowing the user to sign in. This issue can be resolved using the following steps: Uninstall the app Power off the device Power on the device Re-install the app from the app store Cannot authenticate user Error Message This error may appear when a user attempts to sign into the app with: An outdated District ID An incorrect username and/or password A disabled Portal account. 4

5 For some users this issue is corrected by performing the following actions: Uninstall the app Power off the device Power on the device Re-install the app from the app store Why Can I Only See Settings within the App? App users need to have a relationship to a student within Campus in order for them to be able to see any data within the Campus Mobile Portal. If the user has no data within Campus or does not have a relationship (e.g., parent, guardian) with a student within Campus, they will only have the option to change the Campus Mobile App settings. ios Settings Android Settings How Do I Find My Username and/or Password? See the sections below for information on finding your username and password. Finding Your Username To find your Mobile Portal username, go to the web-based Campus Portal and select the Forgot your username? link (see image below). An will be sent to the address tied to the portal account, indicating the username. 5

6 Finding Your Password To find your Mobile Portal password, go to the web-based Campus Portal and select the Forgot your password? link (see image below). Users will be directed to a separate screen where they can reset and create a new Campus Portal password that is also used in the Campus Portal app. 6

7 How Do I Reset My Password? Passwords can be reset within the Account Management area of the Campus Portal (see the image below). 7

8 Or by selecting the Forgot your password? link found on the Campus Portal login page (see image below). 8

9 For more information, please see the Managing User Account Passwords article. Why am I Not Receiving Notifications? The following are the two most common reasons a user is not receiving notifications: Ensure Push Notifications are Enabled within Campus Ensure Notifications are Enabled for the App on their Device 1. Ensure Push Notifications are enabled within Campus Districts should ensure the Enable Push Notifications checkbox is marked on the Mobile tab (System Administration > Portal > Preferences > Mobile). Campus Portal app users will not be allowed to turn on notifications within the app until this field is marked by the district within Campus. 9

10 2. Ensure Notifications are Enabled for the App on their Device If notifications are enabled by the district within Campus, users will need to ensure notifications are enabled within the app itself. Amazon Kindle Fire tablets DO NOT receive notifications. ios (iphone and ipad) To turn on notifications within an ios device (ipad/iphone), select Settings and turn button to the right of Notifications to ON (see the image below). Users can select which types of information they want to receive a notification about. 10

11 Android (Phones and Tablets) To turn on notifications within an Android device, select Settings and mark the Enable Notifications checkbox (see the image below). Users can select which types of information they want to receive a notification about. 11

12 District Has Enabled Notifications, But Users Cannot Enable them Within the App If districts have enabled notifications within Campus but users are still unable to enabled notifications within the Mobile Portal app, it has been found that some districts also need to mark the Contact Preferences display option within the Display Options tab in Campus (System Administration > Portal > Preferences > Display Options). 12

13 Enabling this setting additionally impacts the web-based Portal. Please refer to the Portal Display Options article for more information. I am Receiving Multiple Notifications for the Same Event This issue could be occurring if duplicate events are actual events (e.g., teachers are entering scores/grades at the same time, thus triggering several notifications). If you are experiencing this issue and it is not caused by two actual events, please contact your school and inform them of this issue so that they can resolve the issue with Campus Support. User Can Only See Settings Once Signed into the Mobile Portal App (ios-specific) This issue occurs when a user is signed into an account that does not have Portal rights for a student. In order for the user to view student data within the Mobile Portal app, the user must be a student themselves or be a guardian with Portal rights assigned to them on the Relationships tab (see image below). 13

14 User Gets Kicked Out when Attempting to Sign into Mobile Portal (Android-specific) This issue occurs when a user is signed into an account that does not have Portal rights for a student. In order for the user to view student data within the Mobile Portal app, the user must be a student themselves or be a guardian with Portal rights assigned to them on the Relationships tab (see image below). Why Can I No Longer View Certain Data Within the Mobile Portal App? Districts and schools have the ability to enable and disable specific parts of the Mobile Portal using Display Options (System Administration > Portal > Preferences > Display Options). When an area is disabled, it remains within the app but appears grayed out and cannot be selected (see the image below). It is possible for schools within the same district to have different Mobile Portal display options thus, different information may be available for different users within the same district. Be aware that schools may temporarily turn off menu items like grades or schedules during the summer or at the end of grading periods. If you have issues or concerns with the information in these areas, contact your school. 14

15 My Data Looks Wrong The Campus Mobile Portal app displays data on a term-by-term basis. More often than not, this issue arises when the user is viewing data for a different term. After selecting the appropriate menu item within the Mobile Portal, a user can scroll and select different terms at the top of the screen to view data for current or past terms. The image below shows how users can select terms to view term schedules within the Schedule section of the application (Android only). 15

16 What if I Have Students in Two Different Infinite Campus Districts? Currently, users with students in two separate districts that utilize Infinite Campus will need to sign into the Mobile Portal separately to view each student s data. To do this, the user will need to have their account information for each district as well as each district s District ID to sign into the app. They will need to completely log out of one account before signing into another account. My Campus Mobile App is Crashing This may occur if there was an error that occurred when installing or updating the Campus Mobile Portal app. The first step it to ensure the user s District ID, Username and Password are accurate. If all login information is correct, they should then proceed to do the following: Uninstall the app Power off the device Power on the device Reinstall the app from the app store 16

17 If this does not resolve the issue, please obtain the following information from the user and submit a ticket to Campus Support: School district employees can submit a support ticket to Campus. Students and parents can submit a support ticket here: Required Information Account Username Device Type (ios or Android) Device Name (e.g., iphone 4S or Samsung Galaxy S3) OS Version (e.g., or 4.2 Jelly Bean) App Version (e.g., 2.1.0) Replication Steps for the issue Error message that presents (if any) A screen shot, if possible Example Username: S05654 Device Type: ios Device Name: iphone 4S OS Version: App Version: Replication: Mobile app > Sign in Error Message: Could not authenticate user Is the Mobile Portal Supported on My Phone? The following table defines current support for the Mobile Portal app. As of the school year, Campus will only support ios 6.0+ and Android Device Minimum OS Apple Mobile Devices (ipod Touch, iphone) ios 6.0+ Apple Tablet Devices (ipad, ipad Mini) ios 6.0+ Android Mobile Devices (Phones) Android 2.2+ Android Tablet Devices Android 2.2+ First generation of iphone and ipod Touch is not supported. BlackBerry and Windows-based mobile phones are not supported. For Android users, Campus does not support screen sizes deemed too small for the Google Play store. 17

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