September troubleshooting guide

If you need help with Arbor this September, you've come to the right place! Find links to common questions and answers to help you fix any issues and save time.

Logging in and access

Make sure all your staff have access to the system:

  • If your password has expired over summer, you can reset this yourself by clicking the Forgot your password? link on your login page. If you’re still experiencing issues, work through these troubleshooting tips with your office team.
  • Staff being asked for a date of birth or being logged into the wrong account? Check for duplicate email addresses
  • Make sure teachers can access their registers from their calendar so they can all take attendance. There are three steps to check if they’re having trouble.
  • Need to give more staff access to registers? There are a few different ways to manage access: Giving permission for other staff or teaching assistants to take attendance registers
  • My Classroom - You can use layouts from past years as these are linked to the room, but you will need to set up seating plans each year as there will be different students in your classes. You can see how to do this here.
  • Wrong signature - This is set from the staff contract, so check contract names on staff profiles to ensure the right job title appears in your searches and in communication signatures: Wrong job title or role in search and email


I need to change our timetable

As you welcome students back, you might need to make some changes to your timetable over the next few weeks. Here are our top articles:

  • Staggered starts - If you have students who don't start right away or are undergoing Covid testing before they can return, take a look at this article: Staggered Start Dates
  • Editing your timetable - To make edits to your timetables, such as editing rooms and staff, or deleting unneeded slots, take a look at this article: Editing timetable slots and lesson times
  • Timetable periods can be used to help align your attendance marks into set groups. If you want to use this feature again you’ll need to set them up by following the instructions in this article.
  • Adding new lessons - To add new timetable slots just go to School > Programmes > Courses and click the lesson, and follow these instructions: How to set up Course, Class, Registration and Lesson registers
  • Adding more rooms - If you need to move students to new rooms to keep them distanced, you can see how to set up a new room in this article, and move classes into a new room in this article.

If you need to make changes to your timetable, we recommend making edits in Arbor from the Timetable Slots page. This is usually much quicker than importing a new timetable - see how to tweak your timetable using all our articles


Student enrolments and registers

Here's how to make sure all your students are in the right registers:



Copying over Assessments

If you used Arbor Assessments last year, you'll need to copy over your setup to next year. Take a look here for how to copy over your assessments.

Data Collection Policies are linked to the Assessment policy. Because you need to select the assessments to create or copy over each year, you also need to define your Data Collection Policies each year if you use them at your school. You can see how to add Data Collections here.


We're new to Arbor Assessments

If you didn’t use assessments last year, you can set them up for next year to start learning from your data with simple, visual analysis screens.

  • Primaries - we’ve created two ready-to-go assessment approaches for reading, writing and maths assessments. Use our handy quiz to pick the approach that’s right for you, and save time on setup with our step-by-step guidance.
  • Secondaries - take a look at our Introduction to Arbor Assessments for a feel of what we offer, then use our easy-to-follow setup templates for English Literature and Language, and Double/Triple Science here, or more basic setups here.

If you’re looking to manage your assessments in a bespoke way, our expert consultants can work with you to help you tailor Arbor to suit your approach - contact your Account Manager for further details.



If you’ll be using Behaviour in Arbor from September you’ll need to copy over your setup to next year. Take a look here for how to:

  • set up your behaviour policies for the first time if this is your first year using Arbor
  • schedule your detention and internal exclusion sessions if you used behaviour in Arbor last year

I can't add students to a detention or internal exclusion session

Can't select detention or internal exclusion sessions to add students to? This means they haven't been scheduled for next year - you'll need to set them up following these instructions:


Parent Portal and Arbor App

If you use the Parent Portal and Arbor App, guardians may have trouble logging in for the first time. Please advise parents not to contact Arbor directly, as we won’t be able to make changes to their data.


API and 3rd party connections

If your data hasn't updated in your 3rd party application, follow our Top tips for managing your APIs

Please contact the 3rd party first if you are having issues. If you have checked with the third party but still need to contact us about your app, please do so via email. Include screenshots and as much information as possible.

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