It's that time of year where a load of new users are coming to the Arbor App and Parent Portal, which is great for guardian accessibility. However, whenever there are new users there is the possibility of things not going smoothly. Let’s cover off on some of what that can be and how to resolve these in a jiffy. Less stress for you and guardians, exactly the way we like it!
Is It Set Up?
Right, so starting with the obvious, make sure that Parent Portal has been turned on in your Schools MIS system (found under Students / Parents & Guardians / Parent Portal Settings). On this page you’ll find all the different areas that you can give access to, with a simple tick needed to confirm – Then ensure that you turn it on in the Security & Privacy section near the bottom of the page. This will turn the Parent Portal and App live, whoo hoo!
Email is Key
The guardian email address is the key to all the goodness that comes with the Arbor App and Parent Portal. First things first, remember only the primary guardian can login to either of these!
So where to start when you get that call of not being able to login? With the email address, put it into the Arbor global search bar, this will bring up all profiles that are associated with the address.
Duplicate profiles are notoriously common for causing a myriad of things, from not being able to login, seeing no student information, seeing only one of multiple students on the profile and so on. Resolve the duplication, and Voila!
If there is only one profile, ensure that email is on a guardian profile and that they have been set as the primary guardian on the appropriate student profile.
If there are no profiles coming up, then that email address isn’t associated and you’ll need to use the guardians name to find their profile and update the linked email.
Why Else Can’t a Guardian Login?
Let’s look at what else can stop a guardian from being able to login.
Welcome Email / Reset Password email not working, these are active for a limited time and expire. Should that happen, you can reset the password on the guardian profile which will automatically resend a login email.
The account is suspended, at login the guardian receives a “You don’t have permission to access Arbor” message. You’ll need to double check in the user profile notes why they’ve been suspended before you can unsuspend in the guardian profile.
User System Issues, for either the Parent Portal or Arbor App its recommended to be on the most up-to-date correct browser or iteration of the app. Browsers Arbor works with are Google Chrome, Firefox, Safari and Microsoft Edge. Ensure that the guardian is up-to-date, clear any cookies and cache, refresh the browser. With the app make sure it is the latest version (a version number will show up on the login screen) otherwise remove and reinstall the latest version.
Multiple Students or Multiple Schools
What if your guardian can login but isn’t able to see all the children that they should?
If the students are all at the same school, double check that all the interlinking links are correct on both the students and guardians’ sides. Don’t forget the links between the multiple students – i.e. sibling too!
If the children are at different schools that both use Arbor then the guardian will only be able to look at one student at a time after login, even if using the same email address at both schools. This will mean that the guardian will need to login and out between viewing each and select the school they wish to login to from the drop down at point of login.
If your guardians are still having issues get in touch with us here at Swyft Education and let us get to the bottom of it for you Info@swyft.org.uk or 01376 433 633
As always we want to ensure that you get the most out of your Arbor MIS, check out this space for more blogs and useful tips, or why not join our mailing list ? Till next time, keep doing the do and keep it shiny!
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