Question:

What should user do when log-in failure occur at iSchool Portal?

Answer:

There may be three reasons why school user fails to log-in to iSchool Portal:

• User may not have granted access to the ischool portal but is able to access the Google Apps Account. The status of the user account is still under “Pending Activation”. It is important to take note that user who has been assigned with a google mail account may not neccessary be a user in iSchool Portal (eg students) unless it is granted by the School/Web Administrator.
• User account may be temporarily ‘suspended” by School / Web Administrator and the account status is set to “Freeze”. When an account is under “Freeze” status, both ischool Portal account and google Mail account are suspended.
• Username and password as entered are incorrect

If you are prompt with error message ” You are unauthorized user to access this page / you enter wrong user ID and password”, please approach the following personnels for assistance and support:

1. School Administrator for the following user groups:

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

Note: To recover username and password, please click on the link 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 user groups

– Council member
– Council/Principal
– School Administrator

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

Question:

How School Teacher recover forgotten username and password?

Answer:

School teacher is required to approach School Administrator in order to recover the forgotten username and password. Each school may have your own operation procedure on handling passwords recovery process for school users.

Upon receiving the request from school teacher, the School Administrator will need to re-issue password and reply to school teacher either via email or SMS. For more information, please refer to our documentation – Password Reissue

Upon receiving the new password from School Administator, if your iSchool Portal is with Google Apps Services enabled, you must log in at Gmail site, http://mail.[mydomain].edu to activate your Google Apps account. You must change your password and go through the Terms and Condition page. Please key in a mapping text that appears on a small “Graphics” to again prevent a robotic submission act. User must read the text on the graphics and manually key in the equivalent. Once this step is completed, only the Google Apps account can be activated and be used. Please take note to replace [mydomain] with your actual domain.

If your iSchool Portal does not sign up Google Apps Services, your first time login to your iSchool Portal will direct you to password change. For more information, please refer to our documentation – Password Change.

The above procedure is also applicable to the following user groups:

1. School Principal – Only if he/she is not a council member

2. Non Academic Staff

3. Students

Question:

How School Administrator recover forgotten username and password?

Answer:

School Administrator is appointed to manage your school portal. The main functions are to manage the overall school user accounts and passwords, school news, announcement, calendar/event publishing, etc. With these role assigned, the authentication of true identify of School Administrator is a must whenever there is request for re-issuing username and password from school.

In view of frequent change in staff duties, our Support staff could not identify the current appointed School Adminsitrator. As such, we need to seek official security clearance from the school. Please downloadthe Password Recover Form and print in your school letterhead. Please fill up the required information; chop and sign by your School Principal. Please fax the Form to Web Administrator as indicated in the Form.

Upon receiving the request form, our Support staff will re-issue the password and reply to School Adminstrator either via email or SMS.

Upon receiving new password from Web Administrator, if your iSchool Portal is with Google Apps Services enabled, you must log in at Gmail site, http://mail.[mydomain].edu to activate your Google Apps account. You must change your password and go through the Terms and Condition page. Please key in a mapping text that appears on a small “Graphics” to again prevent a robotic submission act. User must read the text on the graphics and manually key in the equivalent. Once this step is completed, only the Google Apps account can be activated and be used. Please take note to replace [mydomain] with your actual domain.

If your iSchool Portal does not sign up Google Apps Services, your first time login to your iSchool Portal will direct you to password change. For more information, please refer to our documentation – Password Change.

The above procedure is also applicable to the following user groups:

1. Council Member – He/she is a council member but may not be a School Principal

2. Council Member/Principal – He/she is a council member and is also a School Principal

3. Web Administrator

To rectify this, school users must identify “where” exactly they cannot log-in and what screen they were at. There may be three scenerios where school user fails to log-in:

• When user fails to to access to http://[Mydomain].edu or http://mail.[Mydomain].edu or http://start.[Mydomain].edu (please take note to replace [Mydomain] with your actual domain name.), this could be due to your PC is not configured to access internet. To check if your PC can access the internet, please try to point your browser to http://google.com. If you are getting a “Page Cannot be Displayed” message, then your PC is not configure to access internet. To rectify this, please click on the link on How to check PC with internet access configuration?
• When log-in failure occurs at iSchool Portal, please click on the link on How should user do when log-in failure occur at iSchool Portal?
• When log-in failure occurs at Gmail / Start Page, please click on link on How should user do when log-in failure occur at Gmail / 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.