This article provides troubleshooting steps for students experiencing login issues, including password reset procedures, required permissions for administrators, and browser compatibility. It also advises on gathering information from parents and testing the login as a student for better diagnosis.
If students have email addresses, please follow this process to send or resend login details to students, or to send them a reset password email.
If students at your school do not have email addresses, you'll need to manually change their password from the User Details section of their student profile.
Permissions
You'll need either the School: General Admin: Administer or School: User Accounts: Administer permission to reset passwords and manage user access for students. If you don't have permission, you'll need to ask an administrator to give you permission, following these instructions.
Students can change their password once they log in by following these instructions.
If students cannot access the Student App
Are they using the latest version of the app?
The latest version of the app can be viewed in the App Store (for Apple devices), or the Play Store (for Android devices).
If they're not able to use the latest version of the app, they may not be able to log in. Ask any students who aren't sure whether their device is able to get the latest version for the type and model of phone they are using, e.g. an iPhone SE.
Please also ask for screenshots or a screen recording of the issues they are experiencing. On an iPhone SE, you can enable this on your control panel by going to Settings > Control Centre > Customise Controls.
Are they logging in using their Email Address?
The Student App is only accessible using their Email Address, and not a Username (like you can with the Student Portal). If they're not sure what their email address is for the school site, you can either confirm this by navigating to the User Details section of their student profile, or by re-sending them their login details again following this guidance.
If students cannot access the Student Portal
What browser are they using?
Are they using Google Chrome or one of our other supported browsers on a desktop or laptop?
Are they using the school-specific login page?
When students have multiple user accounts across different Arbor schools which use the same email address for logging in, this can cause login issues if using the general Arbor login page (https://login.arbor.sc/), rather than the school-specific page.
If students cannot access either
If they are not able to log onto the Student Portal or the Student App, ask them to follow the password reset process in the first instance. If they still can't log in, it may be that they do not have a current enrolment - you can check this in the Enrolment section of their student profile.
You can also try logging in as a student to see what they can see to be able to troubleshoot issues if they have not given you enough information.
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