Troubleshooting

Troubleshooting fixes to your most common issues.

Record Management

I can’t see Monitor Alerts in Record Manager If you have Record Manager integration, you should see Monitor Event alerts with a Risk Level of 3 or higher by defau...

Password and security

Can't log in to Record Manager If you see the error “Login failed. Please check your credentials.”, ensure that your email address and password are ...
Not receiving the password reset email If you request a password reset but haven’t received the email, wait a few seconds, then refresh your browser or rest...

User Management

Can't find a student in Record Manager If you can't find the student for whom you want to create a record, check that the student is active in your school’...
Can’t add new users If you can’t add new users to Record Manager, check if:  They have existing accounts, but these accounts are inacti...

Notifications

I’m not receiving Record Manager email notifications If you’re not receiving Record Manager email notifications, your email application may have marked Record Manager em...