READ 180 Next Generation Dashboard Troubleshooting Guide

Transcription

1 Before You Begin READ 180 Next Generation Dashboard Troubleshooting Guide It is important to keep your Scholastic software current. Many errors are fixed through software updates, which are posted on the Scholastic Product Support website ( Please download and install these updates before troubleshooting any issues. Frequently Asked Questions What is required for READ 180 Next Generation, the Teacher and Leadership Dashboards, ereads, and/or the Interactive Teaching System to function properly? Check the following list to ensure all the required elements are present and functioning correctly: READ 180 Next Generation is installed on the SAM Server and running version or higher. The SAM Server is registered and checking in with SAM Connect, and schools on the server are correctly matched in SAM Connect. For assistance with matching schools, please contact Scholastic Technical Support at SAM Servers have READ 180 Next Generation licenses (or licenses converted from READ 180 Enterprise Edition to READ 180 Next Generation). READ 180 Next Generation classes have READ 180 Next Generation, rskills Next Generation, Scholastic Reading Counts! (SRC!), and Scholastic Reading Inventory (SRI) checked in the Manage Applications section of the Class Profile. Classes have unique names in SAM across all schools and servers in the district. Students are enrolled in the appropriate stage of READ 180 Next Generation, rskills Next Generation, SRC!, and SRI. Teachers are assigned to the READ 180 Next Generation class, and each teacher has a unique District User ID and username across all schools and servers in the district. If the same teacher is on more than one server, the teacher s profile must match exactly on all servers. ereads is enabled in the student s READ 180 Next Generation Program Settings in SAM. Troubleshooting Guide PDF0231 (PDF) 1

2 How do I know if READ 180 Next Generation is installed on my local SAM Server? There are two ways to check: 1. Launch the Student Access Screen at substituting the name of your SAM Server for SERVER. If the READ 180 Next Generation icon is on the Student Access Screen, READ 180 Next Generation is installed on your SAM Server. 2. Launch the Educator Access Screen at substituting the name of your SAM Server for SERVER. Click the SAM icon to launch SAM. From the SAM Home Screen, you should see the READ 180 Next Generation logo along the bottom row of installed programs. You should also see the purple Portfolio tab. If these are visible, READ 180 Next Generation is installed on your SAM Server. Troubleshooting Guide PDF0231 (PDF) 2

3 How do I know if READ 180 Next Generation licenses have been added to my server (or converted from READ 180 Enterprise Edition)? Click the Roster tab from the SAM Home Screen. Click the Manage Enrollment link to open the Manage Enrollment Screen. All programs installed on the SAM Server have a column on the screen. At the bottom of the column is the total number of available licenses for each program. If the number at the bottom of the READ 180 Next Generation columns is 0, licenses have not been added (or converted) for that READ 180 Next Generation stage. Administrators may click the Licensing tab on the Manage Enrollment Screen and check under the Seats Allocated column for seats allocated to READ 180 Next Generation stages. If seats are allocated for READ 180 Next Generation, the licenses are activated. How do I know if READ 180 Next Generation has been updated to the current version? 1. Check the Updates tab on the READ 180 Next Generation Product Support site to check for the latest version number. 2. Click the You Are Connected To link at the bottom of the SAM Home Screen to open the System Information window. Contact Scholastic Technical Support at or techsupport@scholastic.com. The technician you speak with will ask what the number in the Version column is. This number will tell him or her what version you are running. Troubleshooting Guide PDF0231 (PDF) 3

4 How do I know if I can use the READ 180 Next Generation Dashboard? Launch the Educator Access Screen at substituting the name of your server and port for SERVER: If the Dashboard icon is on the Educator Access Screen, the SAM Server is registered with SAM Connect (if only the SAM icon is on the page, contact your district administrator). Click the Dashboard icon to open the Dashboard in a separate browser window. Enter your SAM username and password and click Go On. If the Dashboard launches, you are logged on and it is ready for you to use. If you see a message saying, The SAM username and password that you entered is incorrect or invalid. Please try again, first enter the username and password again. If the message reappears, one of the following may be the reason. Your teacher account has not been added to SAM yet. * The district or school is not correctly registered or matched in SAM Connect. * An issue with the Class or Teacher Profile in SAM needs to be resolved. * SAM Connect has not updated since the last change (please try again in a few hours). None of your classes have READ 180 Next Generation checked in the Manage Applications section of the Class Profile in SAM. This change requires 24 hours to go into effect. No students have been enrolled in READ 180 Next Generation in your READ 180 Next Generation class(es). This change requires 24 hours to go into effect. * indicates an issue that requires the district administrator s help. Troubleshooting Guide PDF0231 (PDF) 4

5 How do I check or update the Class Profile for READ 180 Next Generation? From the SAM Home Screen, select your class on the SmartBar. Click the Edit Class Profile link to open the Class Profile. In the Manage Applications section, select the check boxes for all of the programs in the READ 180 Next Generation suite: READ 180 Next Generation, rskills NG Tests, Scholastic Reading Counts!, and Scholastic Reading Inventory. Click Save. If one or more of these programs does not appear in the Manage Applications section, contact your district administrator. If your district or school uses a CSV import file to add students and classes to SAM, the programs in the Manage Applications section do not get checked automatically as part of the import process. The Manage Applications boxes must be manually checked after the import. (Note also that if your district or school uses a CSV import file to create classes and place students directly in their individual classes, do not change the class name in the Class Profile.) Classes without READ 180 Next Generation checked under Manage Applications will not be included in the Educator or Leadership Dashboards, even if they have READ 180 Next Generation students in that class. How do I enroll students in READ 180 Next Generation, rskills Next Generation, Scholastic Reading Counts!, and Scholastic Reading Inventory? On the Manage Enrollment Screen in SAM, look for the READ 180 Next Generation stage columns, as well as the rskills NG Tests, Scholastic Reading Counts!, and Scholastic Reading Inventory columns. Click the check boxes on the line with the student s name to enroll the student in the program. How will I know if more than one READ 180 Next Generation class was entered with the same name? The Dashboards may show a higher than expected number of students in the class. Scholastic recommends naming classes using a combination of teacher name, course description, and period number (e.g. SmithL READ 180 period 1 or READING SmithL per1). If two classes have the same name, edit the class names in their Class Profiles. If using a CSV import file to create classes, check that each class has a unique name in the file. Troubleshooting Guide PDF0231 (PDF) 5

6 How will I know if more than one teacher was added with the same username (on another server)? You may get if more than one user has the same username or if there is any other issue with your SAM account. Your username and password may not allow you to log in to the Dashboard, ITS, DTZ, or Scholastic U. Contact your school/district support person if you get one of these s. Your school/district support person may need to contact Scholastic Technical Product Support for assistance. How do I know if the Dashboard is updating? Confirm that your teacher account is added to SAM, that your READ 180 Next Generation class(es) is identified in the Manage Applications section of the Class Profile, and that at least one student from your READ 180 Next Generation classes is enrolled in READ 180 Next Generation. SAM Connect may take several hours to update and allow you to log in to the Dashboard. At first your Dashboard will contain no student data, but you will be able to use the other functions. Student data on the Dashboard is updated once a week starting Friday night and continuing over the weekend. By Monday morning, the Dashboard should be updated to reflect the previous week s student progress. Check the update status from the home screen of the Dashboard by clicking the Server Status link: The first week, your Dashboard may show no student data since it has not updated yet. Once the Dashboard updates, the Server Status will not be red. Note the update date. Troubleshooting Guide PDF0231 (PDF) 6

7 If the server stops checking in and updating, the Server Status shows a red exclamation point. The Leadership Dashboard will show the Server Status for all servers. When will changes made in SAM appear in SAM Connect and the Dashboards? Different data points update at different times. Use this chart as a guide: Activity Event Frequency New teacher access to ITS/DTZ SAM Server Check-in Every hour Teacher deactivations in SAM SAM Server Check-in Every hour Adding/Removing Licenses SAM Server Check-in Every hour New student access to E21 or ereads SAM Server Check-in Every hour Class Profile Manage Application Changes Daily Update Every 24 hours Student Class/Program Enrollment Daily Update Every 24 hours Refreshed student data Dashboard Update Every weekend Class association changes Dashboard Update Every weekend Troubleshooting Guide PDF0231 (PDF) 7

8 Troubleshooting Issues Issue Solution Teacher Dashboards do not display student data; however the Leadership Dashboard does. Remove any commas from READ 180 class names. This issue has been addressed in the latest update. READ 180 Next Generation classes with 45 or more students do not display correctly in the Dashboard. Do not assign teachers to large classes. Check that School-Wide, Import, or Generic classes do not have any programs checked in the Manage Applications section of the Class Profile. Names of students not enrolled in READ 180 Next Generation classes appear in the Groupinator on the Teacher Dashboard. Check that classes have unique names across all SAM Servers in the district. Class names can be changed through SAM. Scholastic recommends using some combination of the teacher s name, period, and product(s) to name classes (e.g., Smith Jane Period 1 Reading). Teachers and Administrators are receiving s that their Dashboards are not populating. The may be incorrect. This issue has been addressed in the latest update. Some district proxy servers are not allowing an upload of Dashboard information to the Scholastic servers. This issue has been addressed in the latest update. However, proxy servers that require authentication are still not supported. Teachers receive an error message when they click the Resources Tab in SAM saying that the page cannot be displayed. The SAM Resource Server URL has recently changed. Contact your district administrator and have him or her clear the DNS cache from the district server to ensure the correct URL is being picked up. Troubleshooting Guide PDF0231 (PDF) 8

9 Important URLs Local SAM Servers: Educator Access Screen (local SAM Servers): Student Access Screen (local SAM Servers): (replace SERVER with the local SAM Server) (replace SERVER with the local SAM Server) Districts using Scholastic Hosting Services: Educator Access Screen: Student Access Screen: All users: Scholastic Product Support: READ 180 Next Generation Dashboard: READ 180 Community: (where to find manuals, guides, and updates) For More Information For a complete description of the READ 180 Next Generation Dashboards and how they work with the entire READ 180 Next Generation program, see the READ 180 Next Generation Interactive Teaching System and Educator Dashboard Guide. For information on setting up your READ 180 Next Generation installation, see the Scholastic Technical Implementation Guide. These manuals and guides are available at the Scholastic Education Product Support website. The Product Support website also contains program documentation, manuals, guides, and live chat support. Contact Scholastic Technical Support at or techsupport@scholastic.com. Also make sure this information is close at hand: School Support Contact: District Support Contact: SAM Username and Password issued by: Troubleshooting Guide PDF0231 (PDF) 9