Troubleshooting the Admin Mobile App

This section covers topics to help you troubleshoot the eSchoolPLUS Admin Mobile app for your staff.

App does not rotate into landscape orientation

The current version of the eSchoolPLUS Admin Mobile app supports only a portrait orientation.

How do Android users display the menu?

The option to display the menu varies depending on device. For some devices, you have to press and hold the task management or overview button. Refer to user assistance for the device for information on how to display in-app menus.

Users are unable to login, but the credentials are correct.

If the Server URL for the Mobile Connector server changes, then all users will need to reset the data for the app and re-enter the district passkey. If a user does not do this after the URL is changed, the user's login and password will not be recognized.

Refer to the following topic for a detailed procedure: How does a user switch to a different district or reset the district passkey?

Why aren't student photos displaying?

Student photos may not be displaying because the files are still loading. The first time that the user logs into eSchoolPLUS Admin Mobile app, the app immediately starts downloading student photos for the default building. Student photos may take a while to load the first time the eSchoolPLUS Admin Mobile app opens for a building. Also, the app will check if photos are available for any student who does not already have a photo loaded every time the user logs in.

Photos are loaded differently on iOS and Android devices.

For iOS devices

When the eSchoolPLUS Admin Mobile app is downloading all images for a building:

• The student photos will not display until all photos for the building have been loaded.
• The photos are only loaded when the eSchoolPLUS Admin Mobile app is actively running.
• Photos may take more than an hour to load, but it is not necessary to keep the application open until all photos are loaded. This process is incremental and continues the next time the eSchoolPLUS Admin Mobile app is opened. So if it will take an hour to download the photos and the eSchoolPLUS Admin Mobile app is open for an hour total between Monday and Friday, the photos will display on Friday.
• While photos are downloading, a progress bar displays below the student search gallery.
• To keep the application open until all photos are downloaded, touch the screen every 5 minutes or so depending on the device's settings.

For Android devices

Photos will display as they are downloaded. So you may see some students with photos while the photos continue to download. While photos are downloading, a progress bar displays below the student search gallery. Additionally, images may continue to download after you exit from the eSchoolPLUS Admin Mobile app.

What if no photos are displaying?

Check if the device is using WiFi. By default, photos are only loaded when the device is using WiFi. This default is intended to avoid use of the cellular data plan data as downloading photos may take over an hour.
This setting can be changed if you want to load photos using the device's cellular data plan. The following procedures describes how to change that setting.

For iOS devices

1. Open the eSchoolPLUS Admin Mobile app.
2. Tap Settings on the Dashboard screen.
3. In the Data Sync section, tap Photo Download WiFi Only to switch selection from On to Off.
4. Tap Done.

Now photos will be downloaded the next time the user logs into the eSchoolPLUS Admin Mobile app even if connected using a cellular data plan.

For Android devices

1. From the eSchoolPLUS Admin Mobile app, display the menu. The option to display the menu varies depending on device.
2. Tap User Settings.
3. Tap Download Over WiFi Only checkbox to remove checkmark.
4. Tap the Back button.

Now photos will be downloaded the next time the user logs into the eSchoolPLUS Admin Mobile app even if connected using a cellular data plan. Or, use the Refresh Images option to immediately begin downloading photos.

1. From the eSchoolPLUS Admin Mobile app, display the menu. The option to display the menu varies depending on device.
2. Tap Configuration.
3. Tap Refresh Images.
4. Tap the device's Back button until returned to the Dashboard screen.

Student photos were available, but now they are not. Why are photos downloading again?

All photos for a building are loaded again in the following circumstances:

• the user changes the building. In this case, the photos for that building are loaded. The photos for the previously selected building are retained on the device.
• the user selects to refresh images.
• the user resets or clears data from the device. Then, the photos will have to be loaded again on the next login.

User took a photo, but it's not available in eSchoolPLUS.

The eSchoolPLUS Admin Mobile app allows users to take photos by clicking the camera when entering discipline referrals or notes. This tool is intended to help quickly initiate the device's camera without having to leave the app. The photos are stored locally on the device and are not uploaded to the eSchoolPLUS system.

Why isn't the search finding a new student?

The search may not return a student if the student enrolled in the building after the last time data was cached on the device. The list of students for a building is stored in the eSchoolPLUS Admin Mobile app cache so the app doesn't have to retrieve this data every time it is opened.

If the user wants to refresh the cache now to see the student's data, refer to How is the cache refreshed?

Why isn't the search finding a withdrawn student?

The student search includes students who withdrew from a building in the current school year as long as one of the following statements is true:

• the student had a scheduled course in the building this school year.
• the student's building is still set to the selected building because the student did not transfer to another building in the district.

If the student was last active in the building in a prior school year, the student will not be returned by the search. This functionality is intended to limit the number of inactive students in the list to only students who were active or scheduled at some point in the current school year.

What is the Camera icon in the Student Search?

The Camera icon allows the user to scan a student's ID barcode to search for the student. The eSchoolPLUS Admin Mobile app will open a barcode reader app on the device. If the app is not already installed, the user will be prompted to install it.

To use the barcode reader, you must have a device with an autofocus camera.

Amazon devices, for example the Kindle Fire, do not support the ability to install the barcode reader app required by the eSchoolPLUS Admin Mobile app.

Note that the barcode reader is not intended to read QR (Quick Response)

Barcode scanner never seems to get focus on barcode.

If the barcode scanner won't get focus on a student's ID barcode, verify that your device has an autofocus camera. The barcode scanner is only supported for autofocus cameras.

If your device has an autofocus camera, you may need to change the orientation of the device. For example, on an iPad, hold the device vertically with the Home button at the bottom in order for the scanner to read the barcode correctly.

The Student Search House/Team field does not include all house/teams.

The House/Team field only shows the house/teams that are assigned to students enrolled in the selected building. Therefore, the field will not display all of the house/teams that are valid for the district.

Why is there no link to email a teacher?

If the teacher name is not displaying as a link, then the teacher does not have an email address defined in the Staff Catalog. Use the Scheduling > Courses > Resources > Staff option to check a teacher's email address for eSchoolPLUS.If an email address is entered for a teacher, the eSchoolPLUS Admin Mobile app displays the teacher name as a link to send an email.

Why doesn't discipline added from app display on student's Discipline screen?

When staff members report discipline using the eSchoolPLUS Admin Mobile app, they are creating a behavior referral, not an incident. The student Discipline screen shows a list of the student's incidents.

Referrals allow staff to report conduct issues while away from their computers. Then, administrative staff can review the referral and, if appropriate, create an incident that includes referral information. If the administrator determines that no disciplinary action is required, the administrator can close the referral without creating an incident.

If an incident is created for the referral, then the incident is displayed on the Discipline screen.

Unless the user has security to Behavior Referrals in eSchoolPLUS or has access to TAC Conduct Referrals, the user won't be able to see the status of the referral.

How does the user turn off push notifications for Android versions earlier than 4.1?

The ability to turn off push notifications was added in Android version 4.1. As such, there is no way to turn off notifications on devices that are running less than version 4.1. If the user does not want to receive push notifications on a device, update the notification subscriptions so no subscriptions are designated as high priority. If users are running the eSchoolPLUS Admin Mobile app on a shared device that is using an Android version less than 4.1, the users should not subscribe to any notifications as high priority notifications.

Why didn't the user get a push notification?

First, check that the user has turned notifications on for the eSchoolPLUS Admin Mobile app on the device and has selected High Priority for the eSchoolPLUS notification subscription.

If the subscription options are correctly set up, then the issue could be related to the push service that the eSchoolPLUS Admin Mobile app uses to send the notification from eSchoolPLUS to the user's device. The following image illustrates how a notification is sent.

Why are users prompted to login when trying to read a push notification?

When the push notification is tapped, the eSchoolPLUS Admin Mobile app opens the message in the Notification Detail screen. The login prompts display if the eSchoolPLUS Admin Mobile app was not previously open or if the current session has timed out.

Why does a user sometimes have to acknowledge a notification in eSchoolPLUS and on the app?

When an event occurs that a user has subscribed to with the High Priority box checked, the user will receive an instant message pop-up in eSchoolPLUS the next time the user logs in or loads data for a page and a push notification for the eSchoolPLUS Admin Mobile app, if turned on.

If the user is logged into eSchoolPLUS when the event occurs, the user will likely receive the eSchoolPLUS instant message before the push notification. Marking the notification read in eSchoolPLUS does not dismiss or clear the push notification that was sent to the device. Although the user does not need to mark it read in both eSchoolPLUS and the eSchoolPLUS Admin Mobile app, the user will need to clear the push notification from the device even if it was marked read in the eSchoolPLUS Notification Viewer.

When the user opens a push notification on the eSchoolPLUS Admin Mobile app, the notification is immediately marked as read. So if the user opens the push notification while not logged into eSchoolPLUS, then the user will not receive an instant message for the event the next time the user logs into eSchoolPLUS.

User moved an icon in Student screen and can't see it now.

On Android devices, tapping an icon or swiping down on an icon in the top row of Student icons can move the icon to the bottom row of icons. In that case, the icon may be hidden behind another icon. To correct this issue, tap the Down arrow to collapse the icons. This resets the location of the icons.

To avoid this issue, swipe up on an icon to open the screen, instead of tapping the icon.

User is being asked to enter district GUID after entering the passkey. Why?

If the eSchoolPLUS Admin Mobile app cannot connect to the Internet, the app will not be able to use the district's passkey to initialize the district settings. In this case, the app will prompt for the server configuration settings. If a prompt displays for the GUID, check that there is Internet access for the device either through WiFi or the carrier's cellular network. To login, the device will need Internet access.

Additionally, you may need to agree to terms before you can access the app because it uses a network connection. To check if you are required to verify a contract before connecting, use a browser and attempt to open a page. Typically, these types of networks will send you to a special page where you can verify the contract. If appropriate, accept the terms.

User is being asked for a PIN, but the user did not turn on Offline mode. Why?

The eSchoolPLUS Admin Mobile app will require a PIN when in Offline mode. If the login page is requiring a PIN when Offline mode was not turned on, then the device may not be able to access the network. Check that there is Internet access for the device either through WiFi or the carrier's cellular network. To login, the device will need Internet access.

A user forgot the Offline PIN. How does the user get back into the app?

This section provides the steps the user needs to follow to reset the eSchoolPLUS Admin Mobile app so it is no longer in Offline mode. After this procedure is complete, the user will need to log in on the network using the eSchoolPLUS login and password.

For iOS devices

1. Press Home to display the home screen.
2. Tap Settings.
3. Swipe through options and tap eSchoolPLUS.
4. In the Offline Mode section, tap Off to switch to On.
5. Restart the eSchoolPLUS Admin Mobile app by double-clicking Home to reveal multitasking bar, then touch and hold the eSchoolPLUS icon until the icon starts to jiggle. Tap red - at top of icon.

For Android devices

1. From the eSchoolPLUS Admin Mobile app, display the menu. The option to display the menu varies depending on device.
2. Tap Configuration.
3. In the Offline Mode section, tap Reset.
4. The Login screen displays. Log in with the eSchoolPLUS user name and password.

The app is frozen. How does the user stop it?

If the app is frozen, force it to close. Refer to the device's user guide for information on how to force apps to close.

For your convenience, we've provided procedures for commonly used devices.

iOS 7 on iPhone 5

Hold down the Sleep/Wake button until the red slider appears. Then hold down the Home button until the app closes.
or
Press the Home button to display the Home screen. Double-tap the Home button to display the app previews in the multi-tasking bar. Press and hold the app you want to close. Swipe upward.

Android Devices

Display the device's Application Manager. Swipe through list of apps and tap eSchoolPLUS. Tap Force stop. At the prompt, tap OK.
The next time you open the app, you'll be starting with a fresh session.

User says the app isn't working correctly every time they open it.

Sometimes it is necessary to restart the app when a problem is encountered. Try restarting the app to see if that resolves the issue. Refer to the device's user guide for information on how to force stop or restart apps.
For your convenience, we've provided procedures for commonly used devices.

iOS 7 on iPhone 5

Press the Home button to display the Home screen. Double-tap the Home button to display the app previews in the multi-tasking bar. Press and hold the app you want to close. Swipe upward.
The next time you open the app, you'll be starting with a fresh session.

Android Devices

Display the device's Application Manager. Swipe through list of apps and tap eSchoolPLUS. Tap Force stop. At the prompt, tap OK.
The next time you open the app, you'll be starting with a fresh session.

How does the user remove all the data from the device?

Sometimes it is necessary to remove existing data for the eSchoolPLUS Admin Mobile app to reset the data on the next login. Resetting data removes the server configuration settings required to log into the eSchoolPLUS system. The user will need the District Passkey to log in again.

For iOS devices

1. Press Home to display the home screen.
2. Tap Settings.
3. Swipe through options and tap eSchoolPLUS.
4. For the Reset All Data field, tap Off to switch to On.
5. Stop the eSchoolPLUS Admin Mobile app.
6. Tap the eSchoolPLUS Admin Mobile App icon to restart the app. The user will be prompted for the District Passkey.

For Android devices

1. From the device's Setting screen, display the Application Manager.
2. Swipe through options and tap eSchoolPLUS.
3. On the eSchoolPLUS app info screen, tap Clear Data.
4. At the confirmation prompt, tap OK.
5. Close the Settings screen.
6. Tap the eSchoolPLUS Admin Mobile App icon to start the app. The user will be prompted for the District Passkey.