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 passwords from the User Details section of their student profiles.
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 students can't use the latest version of the app, they may not be able to log in
If the app is not the latest version, please ask students to try updating the app, especially if their credentials work when signing in via the website (the Student Portal)
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 a student tries to use their Username they will see a message advising "You must use a valid email address"
If they're not sure what their email address is for the school site, you can either confirm this for them by navigating to the User Details section of their student profile and checking if an email address is listed next to Email username, or by re-sending them their login details following this guidance.
- If the student does not have an email username listed, you need to add one for them.
- If the student does have an email address on their profile, but no email address is listed next to Email Username, try removing and re-adding the email address in the Student Contact Details section.
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? If they are not, please ask them to try one of our supported browsers.
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.
Therefore, ask students to try the school-specific URL. Find your school's unique link in your search bar when signed in to any Arbor page. More on this here: Which URL page should users log in from?
If students cannot access either
Password reset
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, or manually change their password for them and ask them to try the new password you have manually set.
If you opt for the second option, be mindful to share the new password securely with the student and ask them to change their password once they have signed into the Portal or App for security purposes.
Check for errors in email addresses and/or usernames
It can be easy to assume an incorrect username or password message is due to an incorrect password; however, an incorrect username also triggers this message.
If you're not sure what their email address or username Arbor is, you can either confirm this for them by navigating to the User Details section of their student profile.
If you do find a mistake, use the Change Username button to change the student's incorrect non-email username, or edit the email address in the Student Contact Details section of their profile.
Check for duplicate email addresses
If students keep seeing an "Incorrect email address or password" after password resets and after checking the email address for spelling errors, please double-check that there are no other students/profiles with the same email address. If there are, ensure the email address listed on the student's account is unique by resolving the duplicates.
Top tip: If you click User Details on the student's profile as this will show a clickable red Login issues warning message if a duplicate email address has been found. Click the link in the error message to see the other accounts that share the email address.
Check enrolments
Students must have an enrolment at the school to sign in. 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. If the student is not enrolled but should be, add the enrolment.
Log in as the student
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, and to double-check that they can access the Portal/App once their password and username are accepted.
If you see a "Your school has not yet enabled the Student Portal" message when logging in as a student, please double-check that you have successfully switched the Portal and App on under Students > Student Portal > Student Portal Settings. Find more on these settings here: Switching on the Student Portal
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