What should user do when log-in failure occur at Gmail or Start Page?

Question:

What should user do when log-in failure occur at Gmail or Start Page?

Answer:

If you are accessible to the mail domain site, the following screens shall be displayed:

Screen 1 – Start Page (http://start.[Mydomain].edu)

If the Sign In link is missing, it could be due to Google mail down or unaccessible at this time, please try again later.

Screen 2 – Mail Log-in Page (http://mail.[Mydomain].edu

If the user fails to sign in upon entering username and password, it could be due to the followings:

• The Google account may not be created yet. Normally, for a newly created iSchool portal account, the Google account shall only be available on the second day after the iSchool portal account creation.
• User account may be temporarily ’suspended” by School / Web Administrator and the account status is set to “Freeze” in iSchool Portal. When an account is under “Freeze” status, both iSchool Portal account and google Mail account are suspended.
• The username and password as entered are incorrect.

To rectify this issue, please approach the following personnels for assistance and support:

1. School Administrator for the following group of user:

– School Principal (if he/she is not a council member)
– School Teachers
– Non Academic Staff
– Students

Note: To recover forgotten username and password, please click on How School Teacher recover forgotten username and password? To know more details about user account status, please refer to our online documentation – User Profile Update / Delete.

2. Web Administrator for the following group of user:

– Council member
– Council/Principal
– School Administrator

Note: To recover username and password, please click on How School Administrator recover forgotten username and password? To know more details about user account status, please refer to our online documentation – User Profile Update / Delete.