Please locate the issue which is closest to describing your experience: 

ISSUE 1:  “Error Message Received:”  “It doesn’t work”

What Operating System are you using? Mac OS 9, 10? Windows XP, Me 2000?

1. Which Internet browser? Internet Explorer 5.0, 6.0? FireFox?
2. Are there any popup blockers installed?  Please ensure that your schools SOIN site are allowed to have popups.
3. What was the error message that you received? [copy and paste text if applicable]
4. At which point did you get the error message?
5. Where you able to access the system/feature prior to this event?
1. If yes, have any software changes been made? 

ISSUE 2:  “Link does not work.”  I click on a link or button, but nothing happens 

1. Most likely, this is a pop up blocker issue:
2. Are there any popup blockers installed?  Please ensure that the SCHOOL WEBSITE FOR SOIN IS ALLOWED TO HAVE POP UPS:   EX. www.[school].soink12.com 
3. Try holding down the CTRL key while you click on the link. This will bypass all pop up blockers and force the new page or file to show up.
4. How do you know if there is a pop up blocker blocking the new window/file? You should hear a noise when you click on the link or on Internet Explorer you should see a beige bar just under where you type in the web address that says "Pop Up Blocked..." Click on the bar and select "Always allow pop ups for this site." 

Click here for information on how to disable popup blockers from common toolbars.

Other possible causes:

1. Many files (Report Card PDFs, Newsletters, Print files) open in a pop up or new window in a PDF format. Please ensure you have the latest version of Adobe Acrobat Reader installed on your computer.
2. Some links like work only when the user is logged in the expected user type. For example the Report Card View - HR link is meant for Academic Administrators and Office Staff.

  Still having difficulty? Please open an Issue Tracker issue with the following:

1. What Operating System are you using? Mac OS 9, 10? Windows XP, Me 2000?
2. Which Internet browser? Internet Explorer 5.0, 6.0? FireFox?
3. What section are you logged in as (Parent, Academic Admin, etc)
4. What link are you using?
5. What happens when you click on the link?

ISSUE 3:  “Cannot open a website posting – says Page cannot be displayed”

1. What Operating System are you using? Mac OS 9, 10? Windows XP, Me 2000?
2. Which Internet browser? Internet Explorer 5.0, 6.0? FireFox?
3. Most postings are in PDF format.  Do you have Adobe Acrobat Reader installed?  www.adobe.com or download page is at www.adobe.com/products/acrobat/readstep2.html 

ISSUE 4:  When I click on SOINMail, it says “Page cannot be displayed” 

1. A firewall may be blocking SOINMail. Please configure your firewall to allow port 8383.
2. 2.   Please contact the network administrator to put your soinmail URL in the safe list and open the 8383 port. 

ISSUE 5:  Class not showing in attendance

1. Attendance is related to school days and the schedule of a class.
1. Holidays do not appear in the dropdown
2. Classes only appear on days they are scheduled
3. Homeroom or Daily attendance depends on how your school told SOIN to setup your homeroom attendance. 

                    i.   Either by Homeroom, so HR classes must be scheduled.

                 ii. By Class, (if this statement is true: Daily Attendance is taken Period x)…then you must make sure that normal classes are scheduled for Timeslot X – those classes will come up in the homeroom attendance option.

    2. If you do not see a class, check its schedule

1. Class Schedules > Class Schedule Setup to make sure the class has a schedule for the day (if a class is only scheduled on Monday, then it will not show up in the dropdown when the date selected is a Tuesday

    3.  Are the missing classes Judaic Studies classes?

1. Schools have the option of showing or not showing Judaic studies classes in the attendance. This is for schools who have scheduled both the GS and JS homerooms but only need to see one homeroom for attendance purposes. There is a parameter Show JS classes in Attendance

  ISSUE 6: How to change extension in Staff Directory 

1. Go to User Maintenance
1. User View
2. Find User
3. Update User
4. Click save à on second page, you have the option of entering the extension.

 OR:

1. Ask the teacher to update the extension
1. Ask the teacher to login
2. Click My Links > My Profile
3. Click Update profile – enter extension
4. Click Save 

ISSUE 7: How to change designation in Staff Directory 

1. Go to User Maintenance
1. Change name and designation
2. Find user
3. Check off individual to update
4. Scroll to right
5. Enter new designation
6. Save

    ISSUE 8:  Links & Access 

1. How do I know if someone has the Links they need?
1. User Maintenance
2. User Links
3. Find Person, Click name
4. Note the User Type
5. See if link is checked off
2. How do I remove a Link?
1. Uncheck the link, click SAVE 
3. How to I add a link for the individual?
1. First ask:  Is this link specific to this individual or pertinent to the user type (i.e., all office staff should have the link “Class Schedules”

                                               A.  To add a link for an individual user

1.       User Maintenance > User Links

2.       Find the User

3.       Click on the name

4.       Click the circle for the user type that should get the link

5.       Check off the link/s you would like to add

6.       Click Save

                                                B.  To add a link to a group or user type

1.       User Maintenance > User Type Links

2.       Select the user type from the dropdown

3.       Check off or de-select the links as needed

4.       Click Save

5.       NOTE:  this sets the default links for all members with this user type. You must go back and manage special cases using the User Links option for individual accounts.

  ISSUE 9:  Homepage Events 

1.       How do I change the sequence of homepage news and events?

a.       Click Homepage Page Event Setup

b.       Click Preview

c.       Choose the school from the dropdown

d.       You will see numbers in little boxes to the right of the posting; these are the current sequence numbers.

e.      Rearrange the numbers, smallest number will shop up first, or on top. Larger numbers will be displayed towards the end or at towards the bottom of the page.

 ISSUE 10: Address Information Not Showing on User View

                In User Maintenance, in ADD or Update mode, next to the zip code there is a link called "search city" - if the city is not found in SOIN, please add the city. Registering the city in SOIN will help us with demographic reports and statistics.  

ISSUE 11:  Attendance – All is not showing all my homeroom classes for taking attendance 

    How to troubleshoot: 

1. Are the classes scheduled?
1. Class Schedules > Class Schedule Update link
2. Is today a Holiday/School Closed
1. Events and Meetings >  Manage Events

                                                               i.      Holiday/School Closed dates will not show up in the Attendance Module (based on the division/s the Holiday is scheduled for)

1. Is today part of the marking period?
1. School Setup > School Setup > Select the division, then click Marking Period Setup

                                                               i.      Verify that the marking period setup dates are consecutive (i.e. the start of marking period 2 should be the day after the end of marking period 1 without any missing dates)

 ISSUE 12:  RC Grading Scale – if I change the name will it effect any past grades 

             It is ok to change the name and or modify grading scales and it will not affect past grades or RCs. 

 ISSUE 13:  Parents of an Active family are not showing on search results, email or message recipients lists. 

1. Check in Family associate page to see if they are listed as restricted.  If restricted, they will not return on search results or recipient lists
2. In family association, make sure they are associated with their children  

ISSUE 14:  Due dates on duplicated assignments not getting updated.  Teacher had set up 1 assignment and duplicated it to a bunch of classes.  When she modified the original assignment, the text and attachments updated to the duplicated assignments, but the due date did not change. 

1.  User must go in and modify the due date on each individual assignment and save it to make that change.  All other items – text, links, and attachments will update. 

ISSUE 15:  Assignments not in Gradebook.  Teacher added assignments in grade book, it says record saved successfully, but the assignment is not in the Gradebook, why?

            1.  Is the assignment type listed in ‘Category %’ ?  If not, the assignment will not appear in GB.

ISSUE 16:  Using Academics Module.  Do students need to be assigned to classes for teachers to use Lesson Plans, Gradebook, etc?

      1.  No.  As long as classes are assigned to the teacher, the teacher can start entering LPs, assignments and set up the Gradebook for those classes. 

ISSUE 17:  There are students missing from my Gradebook and\or attendance, why?  Students must be assigned to a class for the current marking period in SOIN Class Setup to appear in the gradebook for that class.

ISSUE 18:  PTC-Parents can’t Schedule Sessions 

1.  Teacher is not on list to schedule – In Class setup, make sure student is assigned to the class and make sure teacher is assigned to class. In PTC module, make sure class (section) is assigned to sessions, make sure there are sessions available. 

2.  Parent Can See Teacher on list, but no times being displayed as available, why?    Make sure the student is in the correct section in user setup>update family. 

ISSUE 19:  How Can I Print out a list of students in my classes?  Go to student roster, select the class from the dropdown and the class roster will display.  Click on the print button to print. 

ISSUE 20:  When I log in to enter grades, I see a message which says “grades have been locked or have not been opened yet” –WHY?

1. Report Card Grade entry has yet not been opened by administration -Solution:  Administrator must set Teacher release date in Reporting Period Setup page
2. Report Card Grade entry period has passed, and grade entry is closed -Solution:  Administrator must set Teacher deadline date in Reporting Period Setup page, or admin must enter grades
3. The teacher does not have any classes, or report card classes assigned to the current marking period. - Solution:  If the teacher does have classes in the current marking period, those classes must be updated in the ‘Create\Update RC Class’ page to include the current MP. 

ISSUE 21:  My Mailing Labels are getting cut off on the left side.  How can I correct this?  

        This is due to an adobe acrobat print setting.  When you click the print icon in and the print window opens, there is a setting called ‘Page Scaling’ which should be set to ‘None’.  The other settings will often throw off the alignment of the labels.

ISSUE 22:    How do I set Shabbat times? 

You can enter or modify Shabbat times by logging as SOINAdmin > Events/Meetings > Academic Calendar Admin. Check the date and enter time if it is missing.

ISSUE 24:  An event in the school calendar indicates that school is closed, but it is open – how do I correct this?  From the Event\Meetings left side menu, click on ‘Manage Events’ from the dropdown menu.  Select the desired event and click on the ‘Modify Event’ button.  Change the event type to something other than ‘Holiday- School Closed’.  This will put that date in attendance dropdown menus and allow for assignment ‘due dates’ on that date.

ISSUE 25:  Why, when in Class Setup - the course dropdown does not get populated for any grade?  Please verify that the Marking Period Setup is correct (and dates are consecutive) in School Setup>School Setup > set Marking Period.

ISSUE 26:  How do I restore an inactive student?  To activate an inactive student, you must go to User Maintenance> User Setup> Family View.  Find the family.  If the entire family is inactive, click on the ‘Restore’ button.  If only the student is inactive, while the rest of the family is active, select the family and click on ‘make Inactive’.  Then you need to restore the family in order to restore the student.

ISSUE 27:  How do I create a new class?  Under the Class Setup menu, click on 'Class Setup'.  Click on the Add Class button, enter the appropriate information and click on save.

ISSUE 28:  How do I Remove a member from 1 family and add them to another?  This can be done on the Family Association page, under User Maintenance.  Find the Source family (the family that you are transferring a family member FROM) by entering the name in the search field and click on GO.  Select the family from the list, then click on ‘Select Destination Family’ (or, if it is a new Destination Family, click that button) and select it and click on ‘Transfer Family Members’ button.  On the following page, highlight the desired family member(s) and click on the right arrow button to move the user to the new family.  Click on save.

ISSUE 29:  Why, when in Class Setup - the course dropdown does not get populated for any grade?  Please verify that the Marking Period Setup is correct and consecutive in School Setup>School Setup.

ISSUE 30:  Why won’t is a family missing when I Print mailing labels?  This is usually caused by a user setup or family setup issue. 

The parent or parents are listed as restricted (Family Association > Associations within the Family)

The family is erroneously ‘split-divorced’ when it should not be.   A family that is not divorced\Separated should be listed as one family unit.  It is a common mistake to add a second parent in his\her own family, when the parent should be added to an existing family

ISSUE 31:  One student’s report card will not print when I run the PDF, the message says to contact the administrator.  Why?  Run the ‘Students with Missing DataItems’ report and correct the data accordingly (under report cards).  Other helpful Report card reports available include ‘Students with Duplicate DataItems’ and ‘Incomplete RC Status’.

ISSUE 32:  I cannot see the current Marking Period on Report Card View – HR page, and I cannot generate the PDF for the current Marking Period – Why?

The current marking period is set incorrectly.  In Report Cards > Setup Current Reporting Period link, you will be able to set the current Marking period by grade.  Changing the current MP will set the default for teachers’ grade entry pages to the current Marking Period, as well as allow for PDF generation.

ISSUE 33: How do I change or correct the Family Display name?  This function is performed on the Family Association page, under the User Maintenance dropdown menu. Select the family, and then click on the “Associations within a Family” button.  In the ‘Family Name’ field, modify the family name and then click on the save button.

ISSUE 34: When I am trying to enter a new family, I get the message that the family already exists.  Why and how do I correct this?  Please search for the family on the User Maintenance > User Setup > Family View.  Be sure to select the ‘ALL (active and inactive)’, and then click on ‘Go’.  If the family is inactive, select the family and click on Restore.  If the family does not show up, please contact the SOIN help desk.

ISSUE 35: Why is SOIN not allowing me to save a new, single parent family?  To enter a new, single parent family, enter it as married, but enter the parent as the father, even if it is the mother - still save it as father, but change the salutation to ‘Miss’, 'Mrs.' or 'Ms'.  Then click save.

ISSUE 36:  There are students missing from my Gradebook, why?  Students must be assigned to classes for the current marking period in SOIN Class Setup to appear in the gradebook for that class.