All users and support staff
Troubleshooting & daily checks
Before you start: Have the affected screen, record reference, school, date and error wording ready. Do not share passwords or private learner information in support screenshots.
Open Troubleshooting & daily checksActions depend on your school’s enabled modules, your permissions and the record’s current status.
1. A module or action is missing
- Check the active school in the top bar.
- Open All modules and search for the module.
- Ask the administrator to check school module enablement and your role’s permissions.
- Check whether the record’s current status allows the action, such as draft versus finalised.
- Refresh or sign in again after an approved access change.
What to check: You can distinguish a school configuration issue, a permission restriction and a workflow-status restriction.
2. A save fails or a list looks empty
- Read the inline error and keep your unsaved text available.
- Check required fields, dates, allowed amounts and the selected school.
- For an empty list, clear search/status/date filters and check the correct term or class.
- If a request times out, reopen the list and search for the record before trying to create it again.
- Use Retry for a load failure; contact support with the reference and error if it persists.
What to check: You avoid duplicate records and identify the field, filter or service issue preventing progress.
3. A family cannot see information
- Verify the account is linked to the correct guardian and learner.
- Check that the item is published or released to the intended audience.
- For report cards, inspect approval/release status and any finance hold.
- For homework or messages, check visibility, recipient scope and delivery status.
- Have the family refresh their portal after the underlying issue is corrected.
What to check: The school has checked access, publication and delivery separately.
4. Run the school’s daily and term-end checks
- Each morning: review Dashboard, submit Attendance, triage Operations and check urgent Communications.
- During the day: keep learner, boarding, transport and staff records current.
- Before term end: reconcile Fees, finish marking and moderation, review Reports and resolve legitimate release holds.
- Have responsible officers approve final records before locking registers, closing terms or archiving cycles.
- Prepare the next term’s dates, classes, allocations, timetable and billing before opening it for use.
What to check: Each department completes its own review before the school closes or opens an academic period.