Resolving issues with parents' SEQTA Engage access

TABLE OF CONTENTS

• Revoke access for accounts no longer linked to students
• Send a new Welcome email
• Preventing account access issues
• SEQTA Engage not working on the phone but OK on browser
• Reporting Issues with SEQTA Engage Accounts
• Related articles
• User Account Management 

This article outlines the process for identifying and resolving issues with Parents' SEQTA Engage accounts. This information may be of help for SEQTA Administrators.

An in-depth discussion of how SEQTA Engage accounts work, how to identify why issues occurred and how to prevent issues is available in the article: Understanding how SEQTA Engage Accounts Work.

The process below will resolve a number of SEQTA Engage access issues:

• Username or password incorrect message when trying to log in.
• Error Code 500 message once logged in to SEQTA Engage.
• Cannot see student information (timetables etc.).
• Not receiving an email after using the reset password link.

Revoke access for accounts no longer linked to students

All parent accounts showing under the Ready to revoke access drop-down should have access revoked, if there is no student name(s) displayed in the Metadata column. More information can be found in the article Revoking Access to Parent Accounts.

1. To to this go to the Administration workspace>User management. From the drop-down, top right, select Ready to revoke access.
2. Search for the parent name and select the relevant account by clicking the box on the left-hand side.
3. Select Actions>Revoke access>Confirm.

Send a new Welcome email

Find the parent account and send a new Welcome email. This will allow then to set a username (if they do not have one already) and reset their password.

NOTE: If the account is not under either Ready to provision or Active, find the student's name in the SIP, and check if the Contact is flagged for SEQTA Engage access. If they are set up correctly, a highlighted Engage icon should display. If it doesn't exist or is not highlighted, please check that the data in your school admin system is meeting the Engage rule requirements that have been set in the sync. (Your school SEQTA administrator might know this information, or you might need to raise a ticket via the Support portal).

1. Go to the Administration workspace>User management
2. Select the applicable option from the status drop-down:
   • Ready to provision: accounts which have not been setup (ie: do not have a username).
   • Active: accounts with a username.
   • Never logged in: accounts with a username which have never been accessed.
3. Click the box on the left-hand side of the parent account that needs to be provisioned (or click the check box at the top of the column to provisions all accounts).
4. Select Actions>Send welcome email.

Preventing account access issues

To prevent access issues, we recommend always using the User management page to setup and resolve issues with parent accounts, not the Data management page. It is very difficult to find the correct Contact record when the details are entered into the incorrect one. These will show under Ready to revoke access.

All Contact accounts under Ready to revoke access that have no student name in the metadata column should have their access revoked (as they will not show any student information should the parent log in).

SEQTA Engage not working on the phone but OK on browser

Often this is due to cached data on the phone. The simplest way to resolve this issue is to delete the app and its data, then reinstall the app and reconnect to the school Engage server. 

Reporting Issues with SEQTA Engage Accounts

In most cases, the suggestions above will resolve parent account issues. If these do not provide a solution, please contact the SEQTA Support team with as much details as possible. Helpful information may include:

• Parent name
• Student name
• Details of issue
• Device type (i.e. iPhone, PC, Mac)
• The process being used (eg: are they being prompted to enter a username)
• When parent last tried to access SEQTA Engage

Please do not request parents contact the SEQTA Support team directly for account issues. The Support team is limited in how much they can assist as they are unable to verify parent identity.

Related articles

• User Account Management 

• Authentication Types and Account Management