UI Troubleshooting

  • How to find Students that are Missing a Primary Advisor/Coach

    Reported Issue How to find students that are missing a primary advisor or coach? Solution To view students that are missing a primary advisor or coach, you may create a report using the Enrollments report source, filtering by ID [Coach] or ID [Advisor] is empty. For example: Use the following screenshot to create a similar report with fields (eg. Columns) that you wish ...

  • Why are tags missing from the Student Profile tab?

    Reported Issue: Student Tags are Missing from the UI Resolution: In order to figure out why a certain tag is missing from the UI, the first thing to do is to check the tag information displayed in Tag Administration, including: Department app(s) - Associated Apps indicate whether or not a specific tag will display on the UI within a specific department app. If Departm...

  • Student Tabs are Missing

    Reported Issue Student Tabs are missing Staff view is missing tabs The Student information tabs/layout/UI changed Student data can only be accessed via a dropdown menu instead of displaying on different tabs Staff and Faculty cannot access parts of SS&E that they should have permissions to Staff can no longer access SS&E the same way they used to Why did this change? ...

  • An Admin window is partially hidden on the monitor display

    For example, on Admin > Peoples & Roles > People, a person record opened with the top part hidden from view. The following steps will move a partially/fully hidden window to be fully viewed: 1. Select Alt+Tab to move between open windows or click on the window you need to move. 2. With the hidden window is selected, select Alt+Space to open a small menu in the upper-lef...

  • Students are missing an Advisor that is repeatedly expiring

    Issue Advisors are missing from Student records. Check in Administration - Relationships - Relationships found here if searching by the student shows that the Advisor assignment is repeatedly unassigned and expiring from student records? Yes/No. Resolution To resolve, please check which/if any of the following apply: 1. On the Student Activity Feed - verify if the adv...

  • "Failed To initialize plugin" errors in Safari browser

    "Failed To initialize plugin" errors display in Safari browser when sending messages and/or adding notes in Student Success & Engagement.  To fix this, please bring up the error messages and then try clearing the browser cache (without deleting browsing history) using the following steps: From your Safari menu bar click Safari Preferences Select the Advanced tab Select...

  • Google UI Is Incorrect

    If the SS&E UI is displaying incorrect words for one user, please check if they are using Google Translate. When looking at the browser page tab, at the end of the URL there will be an icon that displays when a web page is translated from the original. If this icon is present, changing back to the original display should correct the UI.

  • Instructors See Course Sections They're Not Teaching

    Issue There are courses included on a staff member's SS&E dashboard that the instructor is not teaching. Note: The same troubleshooting steps also apply to the opposite scario where an instructor is missing a course section(s) that they expect to see on their dashboard. Analysis In most cases, the reason a course is showing on the wrong instructor's dashboard, is that s...

  • Limited Profile View and Full Profile View Troubleshooting

    Overview This article helps resolve the following issues: Activity items are missing on the Student Activity Feed Filter. Staff users cannot access the Activity Feed for a specific Student Filter. Tabs are missing on the staff user's Caseload. Student Filters are missing. Note: The "limited/full profile view" feature grants the ability to assign specific "limite...

  • Reload a Page and Refresh Code in SS&E

    If SS&E is left open and a user's computer has not been rebooted since a new Student Success & Engagement version has been released, Ctrl + F5 while on an open page will force a refresh of the most recent code so that the latest release is applied to SS&E.  

  • An "Unexpected token error" is displaying on the UI

    Unexpected Token Error Message The Unexpected token error message is a general error that does not explain exactly what happened, only that the system was unable to find and return the expected data. The error usually occurs when the request to populate the requested item took too long. This error can happen anywhere that Student Success & Engagement needs to lookup and...

  • How to find Students that are missing a Primary Email Address

    Reported Issue How to find students that are missing a primary email? Solution To view students that are missing their primary email address you may create a report using the Enrollments report source, filtering by "Email Address [Student]" is empty. For example, the following screenshot displays some fields that you may wish to see among many others: