General

  • SS&E Maintenance and Release Window

    In general, the maintenance and release window starts at 10 PM EST. Sometimes, hot deploy releases are pushed out at other times, yet that is rare.   Even though the maintenance window begins at 10pm EST, this does not guarantee a maintenance and/or product release, and sites may or may not be down during a release.   Product releases are generally on Fridays a...

  • Report Errors "Error running filter Report query timeout exceeded"

    Reported Issue A report that used to run successfully is now unable to run and generates an error "Error running filter -Report query timeout exceeded", or keeps spinning on a white page without completing. Resolution In most cases, when a report suddenly stops working, this is because the report itself is broken, and is not related to the underlying data. In order to ...

  • SS&E System is Down After Hours

    SS&E After Hours Maintenance SS&E product releases are usually pushed into production systems over the weekend, however in some occasions, a midweek maintenance release is necessary. SS&E does not have a planned maintenance schedule, and we try our best to avoid this, yet sometimes we must periodically release updates during the week after hours and cannot wait for the ...

  • Daily Digest Content Settings and Troubleshooting

    Overview The daily digest email message keeps success team members informed of items that are happening with students that are on your caseload along with students you are following. Which students are included in the daily digest email depends on the staff/faculty individual user settings. The options are students on your "primary" caseload (advisees) and/or students ...

  • Error Handling in SS&E Administration

    Overview In general, the help center articles listed under SS&E Administration and Support and Troubleshooting are geared towards Student Success & Engagement users that are assigned the "Administrator" role. These articles provide resources for SS&E Administrators along with the institution's IT staff. Additional articles about integration and implementation tasks can ...

  • Program Coach Mappings Assignments Troubleshooting

    Overview Sometimes, after "bulk" assigning a primary coach via Program Coach Mapping, the new coach assignment is not displayed on every student record as expected. When this occurrs, it is most likely "by-design". The most common reasons are that: The student's existing primary coach assignment was assigned by another method other than Program Coach Mapping. The stude...