STUDENTS STAFF Ultranet School Troubleshooting Guide PARENTS
Contents
1. Action response As above previous page Schools should not be generating parent Welcome Letters for these students until advised by DEECD as currently IDAM functionality is not ready for schools to receive or process these types of requests Remind parent that their username is the email address they provided when they registered or last updated in Manage my account parent may be entering another a previous email address or their name or child s name instead If parent still can t login tell them to try resetting their password They will need to answer their security questions when resetting their password Resource further info Online parent guide page 42 26 Registration and Parents Household Management Possible scenarios Action response Resource further info The school IDAM administrator can reset parent passwords if they forget their password and or security questions PIN and secret Q amp As The parent is issued with a letter that gives them a new Parent has forgotten their Parent can t log into password but when they temporary one time password The parent enters this password IDAM user guide for school and is then prompted to change staff chapter 9 page 4 5 the password At that time the Household Management try to reset it they can t with theleucermameand answer all of the required password continued SEE GEESS parent will be also able to change any secret questio2. Management website it doesn t load continued Registration and Household Management Possible scenarios Parent does not have correct version of Adobe Flash player installed on the computer they are using if this is the case they will get a Get Flash message in their browser Parent is using a school computer or device and its web browser proxies are not correctly configured to access Department websites error message will advise The website is temporarily Ware eli elel ts Action response Tell parent to click on Get Flash or go to http get adobe com flashpla yer to download the latest version Request help from school TSSP technician to make sure that the browser on the student s school computer or device netbook for example is configured to the correct proxy exclusions Ask parent to try accessing the site again in 10 15 mins If the site still doesn t load take note of the browser error message inform DEECD via the Service Gateway and make a note to notify the parent when it is up again Resource further info Installing Adobe Flash tutorial Specialist technician can refer to eduSTAR Technical Library Service Gateway Parents Query Parent can t install Adobe Flash on their computer Registration and Household Management Parent needs instructions The computer the parent is using does not allow them to download or install programs There is not enough disk s
3. Student has been re issued with a Welcome letter but gets a message saying the password in it has expired School is unable to find and generate a letter for a particular student Student is having trouble setting up their secret questions and answers or PIN Student wants to change the username they have been given in their Welcome Letter School has changed a student s username in IDAM but the change hasn t flowed through to their Ultranet email address Student can t access the IDAM first use registration website it doesn t load Student can t get past the CAPTCHA question screen The student or the school doesn t know what to put in the email address field during student registration process Page 25 Students Account Management and Resetting Passwords Query Page Student is having trouble setting up their password 32 Student has forgotten their password but when they try to 33 reset it they can t answer all of the required security questions Student has forgotten their username AND their password Large groups of students can t log in because they have forgotten their username AND their password Student account is locked Student password has expired Student can t access the Account management website it doesn t load Student needs a replacement Password Reset Letter STO Logging into the Ultranet Query Student can t access the Ultranet login page it doesn t load Stud
4. The parent needs to reset their Ultranet continued expired or their account is password in order to be able to on page 71 and 72 of this locked an error message log in document for what to do E if a parent s password has expired or their account is locked If the parent can t login into the Account Management None E DOVE website and they have definitely possible technical IDAM used their correct username and Service Gateway password the school IDAM Administrator should take note of the error message and notify DEECD via the Service Gateway issue If the parent is able to log into the Account Management website and more than 24 hours have Ultranet Helpdesk passed since they registered the ultranet helpdesk csg com au parent should log it with the Ultranet Helpdesk email only None of the above possible technical Ultranet issue Parents Query Parent can t install the correct browser version on their computer Logging into the Ultranet Parent needs instructions The computer they are using does not allow them to download or install programs Not enough disk space on the computer they are using Operating system on the computer that the parent is using is not compatible with required browser version Page 81 Direct parent to online video tutorial or detailed written instructions in online parent guide Parent to contact the person who owns the computer to change the sett
5. Unlink Student From Parent Guardian task will show if the child is linked to the parent Registration and Parents Household Management Possible scenarios The parent guardian key has been used by someone Parent says that the system won t accept their parent guardian key else continued Other possible scenarios over the page Action response Resource further info The parent will get an error message to say that the key has already been used If there are two keys on the parent s Welcome Letter ask them to try using the other key If both keys have been used or if the letter only has one key check who is linked to that child in the IDAM Delegated Administrator application someone else may staff chapters 8 and 9 have used their key to get E unauthorised access to this child s information Before generating a new letter for the parent find out from your principal the acceptable school policy procedure for verifying the identity of anyone requesting access to a student s information in the Ultranet IDAM User guide for school Check which parents have Registration and Household Management Parents Possible scenarios Action response Resource further info School IDAM administrator to search for the student s name Parent says that the system The parent is trying to link in the Delegated Administrator won t accept their to a child who is no longer application If they cannot be pare
6. at which time the school will send them a new Welcome Letter Parents Welcome Letters Parent wants to know why they haven t received a A letter was generated for Welcome Letter or any the parent but they haven t registration login details received it e g it got lost in continued transit The person is not a legal parent guardian or is but has not previously notified the school Page 53 Verify who has already registered for that child before generating a new Welcome Letter Find out from your principal the acceptable school policy procedure for verifying the identity of a person requesting access to a student s information in the Ultranet If the person is not listed against that child as a parent legal guardian in CASES21 find out from your principal the acceptable school policy procedure for verifying the identity of a person requesting access to a student s information in the Ultranet Parents Welcome Letters The parent lost their letter Parent wants a replacement or gave it to someone else Welcome Letter to use The letter has expired Page 54 Verify who has already registered for that child before generating a replacement Welcome Letter Find out from your principal the acceptable school policy procedure for verifying the identity of a person requesting access to a student s information in the Ultranet School IDAM administrator to generate a new letter Find out from
7. e g incomplete website Firefox and fix the iFrame go address e g http to Configuration and enter the correct web address User keeps getting logged out of the Ultranet just after they have logged in Page 17 Service Gateway Page 18 Resource further info Internet Explorer Mozilla Firefox Safari Ph 1300 331 955 ultranet helpdesk csg com au Page 19 Adobe Flash check download latest version Java check download latest version Ultranet Helpdesk ph 1300 331 955 ultranet helpdesk csg com au Staff Using the Ultranet Possible scenarios User can t see some applications they have added toa space sucias a Edit controls are turned off Publication Display Wiki Display Slideshow or Notice Viewer Ultranet keeps timing out User is losing unsaved work a e Ae teacher is completing their work A teacher s classes don t Teacher is not assigned to appear in Learner Profile or their classes correctly in Learning Tasks CASES21 or the school timetable package None of the above possible technical issue Action response Go to Actions gt Edit Controls If this doesn t display the application contact the Ultranet Helpdesk Work will only be saved up to the last time the user performed an action such as clicking save and continue or uploading a piece of content Teachers need to therefore regularly click save and continue when creat
8. has selected other on the screen asking them to as their relationship to the contact the school student Action response Resource further info Ask parent if caps or num lock are on on their keyboard If not ask them to try another password If the system still doesn t accept it ask parent Service Gateway what message they are getting on the screen and report the error to DEECD via the Service Gateway Explain to parent that to protect the privacy of students Ultranet registration includes a verification process for parents guardians in situations where a student has a complex family or living arrangement The online registration system for the Ultranet is not yet ready to process these types of access requests It will be ready in Term 3 2011 at which time the school will send them a new Welcome Letter Parents Query Parent registered for a child and received an email saying their request was being reviewed by the school They still have not heard from the school Parent can t log into Household Management with their username and password Other possible scenarios over the page Registration and Household Management Possible scenarios A parent Welcome Letter was generated by the school for a student who has an access alert in CASES21 or is in out of home care Parent is entering an incorrect username and or password an error message will explain why it has not been accepted
9. not want their photo to appear in the 24 A teacher s classes don t appear in Learner 7 7 Ultranet or wants to change it Profile Learning Tasks Teacher wants to change their profile name in the 24 Teacher is assigned to classes or homegroups that they Ultranet don t teach in Learner Profile Learning Tasks A registered user is unable to be found in the Ultranet by other staff or students in their school User wants to know why their profile photo is blank in the Ultranet Page 5 eduMail password management website Reset Forgotten Password website Specialist technician can refer to eduSTAR Technical Library IDAM User guide chapter 3 pages 5 10 Page 6 Possible scenarios Action response Resource further info User cannot log into the IDAM first use registration website www education vic gov au firstuse Page 7 Query Action response Resource further info User has forgotten their password but when they try to reset it they can t answer all of the required security questions Page 8 Possible scenarios Action response Resource further info User account is locked or their password has expired Page 9 Resource further info IDAM user guide for school staff chapter 10 page 2 Page 10 Resource further info Register a casual staff member IDAM user guide for school staff chapter 10 page 3 Register a visitor IDAM user guide for s
10. or password reset website it User keeps getting logged out of the Ultranet just after doesn t load they have logged in When staff member logs into the IDAM administrator site they get a blank grey screen with no tasks functions User cannot log into the IDAM first use registration website User has forgotten their password but when they try to reset it they can t answer all of the required security questions User account is locked or their password has expired Casual staff visitor didn t get their activation email 9 Casual staff visitor wants a replacement Welcome Letter 10 Casual staff visitor wants a replacement Password Reset 10 Letter Page 4 Using the Ultranet Staff Using the Ultranet continued Query Query User s name is not spelt correctly in the Ultranet User keeps getting logged out of the Ultranet when they access a Design CL or Community space User cannot join a space 23 User cannot search for people to add as Learning Contacts 23 Some buttons within Learning Tasks won t work open 23 Ultranet is generally slow and not performing well A particular page function or application in the Ultranet is not loading or working User can t edit portlets applications in a space control buttons are no longer visible User can t see some applications they have added to a Staff Privacy and Cybersafety space such as a publication or wiki display Query Page User is losing unsaved work i Staff member does
11. setting up their password Other possible scenarios over the page Registration and Household Management Possible scenarios This email address has already been used to register an Ultranet account an error message will advise Parent is not entering a password that is the correct length and has the correct combination of characters an error message will explain why it has not been accepted Action response If parent hasn t registered already but shares an email address with somebody else advise them to click on Cancel they will need a different email address to register While reminding the parent not to disclose the password they have entered for security reasons ask them to check that it is at least 7 characters long and contains three different types of characters lowercase a z uppercase A Z numeral 0 9 or special character S amp Refer parent to page 58 of the online parent guide for tips on how to choose a password that is easy to remember but still secure Resource further info Online parent guide page 24 25 Online parent guide Password tips page 58 Registration and Parents Household Management Possible scenarios Parent says they have Parent is having trouble followedithe required SSMS Uo ME eEG password format but the Gente system still won t accept it When registering or adding a child parent gets a message Parent
12. your principal the acceptable school policy procedure for verifying the identity of a person requesting access to a student s information in the Ultranet Parents Welcome Letters School is unsure of whether to generate a parent guardian Welcome Letter for a particular student School is unsure of which kind of letter to generate for each type of family situation Possible scenarios Student has an access alert or is in out of home care Two parents guardians share the same home Two parents guardians live in different homes A single parent guardian More complex family arrangement e g a student lives with a foster carer and has court ordered access with both parents who don t live together Action response Do not generate Welcome Letters for students with an access alert or in out of home care notify their parents that they will be invited to register in Term 3 Advice should be sought from the school principal or welfare officer if the IDAM administrator isn t sure of a student s circumstances Select one letter two keys to generate a shared letter for both parents Select two letters one key to generate separate letters for the parents Select one letter one key to generate one letter for one parent Select one letter one key to generate one letter for one parent Resource further info Parent deployment advice page 3 IDAM User guide for school staff chapter
13. 8 page 10 IDAM User guide for school staff chapter 8 page 10 IDAM User guide for school staff chapter 8 page 10 IDAM User guide for school staff chapter 8 page 10 Registration and Parents Household Management Possible scenarios A Parent does not have access Parent can t access the to a computer and or an internet to register P internet connection Parent can t access the Parent is not connected to registration or Household the internet or is not using Management website it the correct website address doesn t load Other possible scenarios over the page Action response Suggest using a computer at school or a public library or the computer of a friend or relative with good IT knowledge but warn parent to take care that no one is watching if using a shared computer particularly when entering their parent guardian key personal information setting up their password and security questions or logging into the Ultranet Also remind parent to completely log out and close all browsers when they are finished If the site loads on a school computer but not on the parent s computer ask them to check their internet connection can they access other websites If they can ask them to read back the address that is entered in their browser address bar Resource further info Find a public library website Parents Query Parent can t access the registration or Household
14. AM Administrator to take note of error message the Parent can t log into Account Parent has reset their Management with their password and still can t log username and password into Account Management continued parent is getting and log a call via the Service Gateway Make Service Gateway a note to notify the parent when the issue is resolved Verify the person s identity before unlocking their account IDAM user guide for school staff chapter 9 and giving them a Password Reset Letter are they the They have made 10 or more unsuccessful attempts to Barentaccounticlockad ee RO ere account holder and therefore e Unlocking parent the parent legal guardian of a accounts page 6 8 child in the school Find out from your principal the e Resetting parent acceptable school policy passwords page 4 5 procedure for doing this security questions Other possible scenarios over the page Account Management Parents and Resetting Passwords They did not receive a Parent password has expired notification before it expired or forgot to change it Parent wants to change their email address Ultranet username Their email address has changed The school IDAM administrator can reset parent passwords if they expire However the school should first verify the person s identity before giving them a Password Reset Letter are they the account holder and therefore the parent legal guardian of a child in the sch
15. IDAM administrators access this application via a web browser https idam education vic gov au da The Department s service which creates and manages unique identities manages usernames and passwords and provides secure access to the Ultranet The online portal located at http servicedesk education vic gov au for logging IDAM issues with the DEECD service desk This should only be used by IDAM administrators Ultranet coaches business managers principals and acting principals A general term not a position title used in this document to refer to any staff member in a school who has responsibilities for updating and maintaining the school s CASES21 database School staff with authority to perform administrative tasks for the Department s Identity and Access Management system such as generating Welcome Letters A generic term used in the staff section of this guide to refer to all teaching and non teaching staff in a school including casual staff and visitors A person who is engaged externally by a school for a period of time and requires access to the Ultranet for a specific educational purpose Page 3 Staff Registration and Account Mgmt Logging into the Ultranet Query Query User wants help resetting their password because they User cannot access the Ultranet login page it doesn t forgot it load User cannot access the IDAM first use registration User cannot log into the Ultranet account management
16. Possible scenarios First verify the student s identity are they the account holder Find out from your principal the acceptable school policy procedure Student has been re issued School has reprinted an for doing this Then print a Password with a Welcome letter but existing expired student Reset Letter AND a new Welcome gets a message saying the Welcome Letter rather than Letter to check that both passwords password in it has expired generating a new one match If they match give the student the Welcome Letter only discard the other letter If they don t match refresh the system by searching for the student again and generating a new Welcome Letter School CASES21 administrator to check that the student s transfer from a previous school has been correctly entered in CASES21 In particular the student s nine digit School is unable to find and Student is new to the school VSN may be missing or incorrectly generate a letter for a and their VSN hasn t been entered If their VSN is set to NEW or particular student correctly entered in CASES21 UNKNOWN this is normally auto matically updated within a day or two but can sometimes take several weeks if there are partial matches or issues with the student s enrolment details ident Page 30 IDAM user guide for school staff chapter 6 page 5 sername in IDAM Ultranet Helpdesk he change hasn t flowed ph 1300 331 955 igh to thei ranet ultranet helpdesk cs
17. Ultranet School Troubleshooting Guide ultranet This guide is for school administrators and other staff who deal with Ultranet user queries on registering managing their account logging in and using the Ultranet It has been divided into three sections staff students and parents Each section covers common queries according key topics listed below Click on a topic below to be taken to a list of common queries then click on a query for some troubleshooting tips to help you resolve or respond to the query STUDENTS PARENTS Welcome Letters Registration and Household Management Account Management and Resetting Passwords Logging into the Ultranet Using the Ultranet Privacy and Cybersafety Key terms used in this document Page 2 Word phrase Casual staff member DEECD staff member Delegated Administrator application Identity and Access Management IDAM Service Gateway School CASES21 administrator School IDAM administrator Visitor Definition A person who is paid locally by a school under a casual arrangement and is not registered in the Department s central Human Resource system A person who is employed in a school and registered in the Department s central human resource system This does not include staff paid locally by a school Also known as the School Administrator application this is the online application where all IDAM administrative tasks are performed Principals and
18. ar recent history gt select Everything in the Time range to clear box gt select Details then check Browsing and Download history and Cache Safari History gt Clear history Parents Using the Ultranet Query Adobe Flash or Java is A particular page function or required for that particular application in the Ultranet is page function application not loading or working but correct version is not installed on the computer they are working on None of the above other Page 83 Check which version is installed and download the latest version User to troubleshoot these options in order 1 Refresh your browser press F5 2 Clear your browser history cache see above for instructions then close and re open your browser 3 Try using a different browser If the problem persists contact the Ultranet Helpdesk Parents Using the Ultranet Possible scenarios Action response Resource further info School IDAM administrator to log into the Delegated Administrator application and search for that student If the parent s name is not listed against that child a Check which parents have Welcome Letter may need to be Parent can t see one or some Parent has not added the y redsierad auick euide of their children when they missing child ren to their generated if the person is log into the Ultranet itranet Household definitely a parent legal guardian Welcome letters for parents
19. birth find out from your principal the acceptable school policy procedure for doing this e g by obtaining a copy of the child s birth certificate or passport then update the record in CASES21 Invite parent to try registering adding that child again the next day using the same parent guardian key Ask parent what error message they are getting and tell them to click OK and try again Parents Query Parent says that the system won t accept their email address Registration and Household Management The email address and confirm address don t match an error message will advise usually a typing error Wrong email format an error message will advise usually a typing error Parent has entered an eduMail address for Department staff instead of a personal email address to register asa parent guardian an error message will advise Advise parent to Click OK and try again making sure they enter exactly the same email address in each field Advise parent to Click OK and try again making sure their email address follows a standard format including an symbol no spaces an accepted suffix such as com or com au and no unusual punctuation Advise parent to Click OK and try again entering a personal email address that is not their eduMail address Page 64 Parents Query Parent says that the system won t accept their email address continued Parent is having trouble
20. chool staff chapter 11 page 3 Page 11 Specialist technician can refer to eduSTAR Technical Library Ultranet Helpdesk ph 1300 331 955 ultranet helpdesk csg com au Other possible scenarios over the page Page 12 Resource further info See troubleshooting for Registration and Account Management on page 6 of this document if a staff member or casual visitor can t reset their password i e because they can t answer some of their security questions Page 13 Resource further info See troubleshooting for Registration and Account Management on page 6 of this document if a staff member or casual visitor can t reset their password i e because they can t answer some of their security questions Other possible scenarios over the page Other possible scenarios over the page Page 14 Resource further info Set up complex seven password and secret questions and answers Go to the first use registration website CASES21 Bulletin Issue 2 2010 Page 15 See troubleshooting for Registration and Account Management on page 7 of this document for what to do if a user account is locked Ultranet Helpdesk Ph 1300 331 955 ultranet helpdesk csg com au Page 16 Staff Logging into the Ultranet Possible scenarios Action response Resource further info There is an iFrame on their Log in using a browser other home page with an than Internet Explorer
21. d Service Gateway Possible technical problem inform DEECD via the Service Gateway Tell the parent to try again in 24 hours Registration and Parents Household Management Possible scenarios Action response Resource further info Ask them to check their junk mail folder If they can t retrieve the email the school IDAM administrator will need to generate a new Welcome Letter The parent will then need to register again The activation email went using a different email address this IDAM user guide for school to their junk mail folder is a temporary arrangement until a staff chapter 9 page 3 system enhancement is made so Parent didn t receive their activation email so couldn t activate their account that parents can re use their email address The parent should then put idam_noreply edumail vic gov au as a Safe email address in their new email account Look up the user s email address in the IDAM Delegated Administrator Parent did not provide a application is it correct If not valid email address when parent will need to re register with they registered a valid email address school IDAM administrator to generate a new IDAM user guide for school staff chapter 9 page 3 Welcome Letter Account Management Parents and Resetting Passwords Possible scenarios Parent has forgotten their password but Whenithey tty Parent has forgotten one of to reset it they canit answer their answers or
22. dobe Flash on their computer Parent is having general difficulties following the registration process Parent can t get past the CAPTCHA question screen Registration and Household Management continued Query Parent doesn t have an email address or know how to set one up so they can register Parent says that the system won t accept their parent guardian key Parent gets an error message in the Student details section saying they haven t entered the correct date of birth for that child and to contact the school Parent is having trouble setting up their secret questions and answers or PIN Parent says that the system won t accept their email address Parent is having trouble setting up their password When registering or adding a child parent gets a message on the screen asking them to contact the school Parent registered for a child and received an email saying their request was being reviewed by the school They still have not heard from the school Parent can t log into Household Management with their username and password Parent didn t receive their activation email so couldn t activate their account Der enic Account Management and Resetting Passwords Query Page Parent has forgotten their password but when they try to 71 reset it they can t answer all of the required security questions Parent can t log into Account Management with their username and password Parent account is locked Parent pa
23. ell parent they must enter the single character requested e g the fifth character They can select Get a new image if it s too hard to identify the correct character Ask them to contact their ISP and ask for an email account Direct the parent to a free web mail service Explain that they will be sent account notifications to this address so will need to access it again later Resource further info Use the online parent guide registration fast card or videos to guide parents through the process http www education vic gov au management ultranet gen http www education vic gov au management ultranet gen Registration and Parents Household Management Query Parent says that the system i Parent has not entered the won t accept their key correctl parent guardian key y y The key has expired The child is already a member of their Ultranet Household Page 60 The key is case sensitive and must be entered exactly as it appears on the Welcome Letter Check the print date on the letter if more than 30 days have passed school IDAM administrator to generate a new letter Tell parent to click OK and check that they are using the correct Welcome Letter parent guardian key for the child they are trying to add The child s name appears in the first paragraph of their Welcome Letter The IDAM administrator can also view details in the Delegated Administrator application the
24. ent can t log into the Ultranet Students Privacy and Cybersafety Query Student does not want their photo to appear in the Ultranet or wants to change it Student wants to change their profile name in the Ultranet Student does not want parent guardian to have access to their information in the Ultranet A student needs to be unlinked removed from a parent guardian account Page 26 Students Using the Ultranet Query Ultranet is generally slow and not performing well A particular page function or application in the Ultranet is not loading or working Student is losing unsaved work Student s name is not spelt correctly in the Ultranet Student wants to know why their profile photo is blank in the Ultranet A registered student is unable to be found in the Ultranet by other students or teachers in their school Student has just changed schools and can still access spaces teachers and students from their old school in the Ultranet Student is not in the correct class es or homegroup in the Ultranet Student can t access their school community space or search for teachers and students in their school in Find People or add them to spaces Page 27 IDAM user guide for school staff chapter 5 page 3 Other possible scenarios over the page Page 28 Resource further info IDAM user guide for school staff chapter 5 page 9 Welcome Letters and Students Registration
25. g com au Specialist technician can refer to eduSTAR Technical Library Resource further info IDAM student user guide chapter 3 page 8 Page 31 Students Student is having trouble setting up their password Page 32 Resource further info IDAM student user guide chapter 3 page 4 and page 10 Service Gateway Page 33 Resource further info Fast Card for School Administrators page 1 Reset Student Password IDAM user guide for school staff chapter 5 pages 6 8 See CASES21 administrator guide chapter 9 page 28 on uploading teacher photos Page 34 Password best practice fact sheet page 5 Page 35 Unlocking student accounts IDAM user guide for school staff chapter 7 page 4 6 Resetting student passwords Fast Card for School Administrators page 1 IDAM user guide for school staff chapter 5 pages 6 8 Unlocking student accounts IDAM user guide for school staff chapter 7 page 4 6 Resetting student passwords Fast Card for School Administrators page 1 IDAM user guide for school staff chapter 5 pages 6 8 Page 36 Resource further info Specialist technician can refer to eduSTAR Technical Library IDAM user guide for school staff chapter 5 pages 6 8 Page 37 Resource further info Specialist technician can refer to eduSTAR Technical Lib
26. ing or editing work in Ultranet spaces A save button has also been incorporated into Learning Tasks School CASES21 timetable administrator to correct relevant fields in CASES21 or timetable package Contact the Ultranet Helpdesk Page 21 Ultranet Helpdesk Ph 1300 331 955 ultranet helpdesk csg com au Page 22 Ultranet Helpdesk ph 1300 331 955 ultranet helpdesk csg com au CASES21 administrator guide chapter 9 on uploading photos CASES21 administrator guide chapter 2 page 19 on updating the authority to publish field for students Page 23 Query Action response Resource further info User keeps getting logged out of the Ultranet when they access a Design Collaborative Learning or Community space User cannot join a space User cannot search for people to add as Learning Contacts Some buttons within Learning Tasks won t work open e g when user clicks on the pencil icon within a submission Learning Item or add entry within a Journal Learning Item Page 24 Resource further info Background information Interactive teacher guide page 175 See CASES21 administrator guide chapter 8 page 6 on updating the Authority to publish field for staff photos See CASES21 administrator guide chapter 9 page 28 on uploading teacher photos Students Welcome Letters and Registration Query Student needs a replacement Welcome Letter
27. ings so they can download and install programs Parent to create some space on their hard disk by backing up and deleting large files or removing unused programs Ask parent to check their OS in Control Panel gt System properties Windows PC or MAC Parent may need to upgrade Otherwise they will need to use another computer to access the Ultranet Parents Using the Ultranet Ultranet is really slow or not working very well Possible scenarios Parent is not using an Ultranet preferred web browser or is using an old browser version which will affect the performance their user experience of the Ultranet Technical issue e g web server performance None of the above other Action response Check which browser version they are using ask them to go to Help gt About in their browser IE8 is the preferred browser for the Ultranet If they are running anything older than Internet Explorer 8 Firefox 3 0 6 10 or Safari 3 2 2 direct the parent to the relevant download website to get the latest version and if required the online video tutorial on how to do this Refer parent to the Ultranet Helpdesk email only Try clearing browser history cache Resource further info Internet Explorer Mozilla Firefox Safari Setting up your computer video tutorial ultranet helpdesk csg com au Internet Explorer Tools gt Options gt Delete gt Delete browsing history Firefox Tools gt Cle
28. lain to the parent that the Ultranet is only available for Victorian government school students Refer the parent to the school principal Refer parent to the Ultranet helpdesk email address only School to contact the Ultranet Helpdesk immediately and flag as URGENT Refer parent to the Ultranet Helpdesk email address only Parents Query Parent says their child is not in the correct class es in the Ultranet Parent says some information about their child is missing e g timetable information Learning Items observations learning progress information eXpress Learning Goals Portfolio Using the Ultranet Student is not assigned to their classes correctly in CASES21 or the school timetable package None of the above possible technical issue This information is not ready or has not been made available yet by the school Page 86 School CASES21 timetable administrator to correct relevant fields in CASES21 or timetable package School to report the issue to the Ultranet Helpdesk Explain when parent can expect to see this type of information in the Ultranet Parents Parent does not want their child s photo to appear in the Ultranet Parent requests that another parent guardian no longer have access to a child s information Privacy and Cybersafety Parent is worried about who can see copy their child s photo In most cases this should only occur if there is a co
29. lick the link in the email If the activation email isn t there tell the parent to check their junk email folder If it s Parent can t log into the Parent has not activated not in their junk folder the school Ultranet continued their account IDAM administrator will need to generate a new Welcome Letter The parent will then need to register again The parent should then put KOEI MO MEAR NA as a safe email address in their email account Parents Logging into the Ultranet When registering the parent selected other as Parent can t log into the their relationship to the Ultranet continued student or the student has an access alert is in out of home care Page 79 School IDAM administrator to check their child s access and living arrangements in the Delegated Administration application Explain to parent that to protect the privacy of students Ultranet registration includes a verification process for parents guardians in situations where a student has a complex family or living arrangement The online registration system for the Ultranet is not yet ready to proces these types of access requests It will be ready in Term 3 2011 at which time the school will send them a new Welcome Letter Parents Logging into the Ultranet Possible scenarios Action response Resource further info See troubleshooting for Account Management and Resetting Passwords Parent can t log into the Parent password has
30. ll get a Get Flash message in their browser Other possible scenarios over the page Parent is using a school computer or device and its web browser proxies are not correctly configured to access Department websites error message will advise Request help from school TSSP technician to make sure that the browser on the school computer or device netbook for example is configured to the correct proxy exclusions Specialist technician can refer to eduSTAR Technical Library Parents Parent can t access the Account management or Reset password website it doesn t load continued Parent is trying to reset or change their password but the system won t accept the new one they want to use Account Management and Resetting Passwords Possible scenarios The account management reset password website is temporarily TEVEEL G Parent has already used this password for their Ultranet account an error message will advise Parent has not entered a password that contains the correct combination of characters an error message will advise Parent has used the required password format but it still won t accept it Action response Ask parent to try accessing the site again in 10 15 mins If the site still doesn t load take note of the browser error message and log via the Service Gateway Make a note to notify the parent when it is up again Instruct parent to try entering a different password to the las
31. mispelt it all of the required security questions Parent is entering an Parent can t log into Account incorrect username and or Management with their password an error username and password message will explain why it has not been accepted Other possible scenarios over the page Action response The school IDAM administrator can reset parent passwords However the school should first verify the person s identity before giving them a Password Reset Letter are they the account holder and therefore the parent legal guardian of a child in the school Find out from your principal the acceptable school policy procedure for doing this Remind parent that their user name is the email address they provided when they registered or last updated in Manage my account parent may be entering another a previous email address or their name or child s name instead If parent still can t login tell them to try resetting their password They will need to answer their security questions when resetting their password Resource further info IDAM user guide for school staff chapter 9 page 4 5 NB Once a parent receives a Password Reset Letter they can change their security questions to ones that they will remember Online Parent Guide Resetting a forgotten password page 42 46 Account Management Parents and Resetting Passwords Possible scenarios Action response Resource further info School ID
32. ns and answers or PIN to ones that they will remember Verify the person s identity before unlocking their account and giving Unlocking parent accounts Parent account is locked them a Password Reset Letter are IDAM user guide for school because they have made 10 they the account holder and staff chapter 9 page 6 8 or more unsuccessful therefore the parent legal guardian attempts to log in or answer of a child in the school Find out pSctne Bee DERE eer from your principal the acceptable DAM Ue AUS rorschool school policy procedure for doing staff chapter 9 page 4 5 this their security questions Other possible scenarios over the page Registration and Parents 6 Household Management Possible scenarios Action response Resource further info The school IDAM administrator can reset parent passwords if they expire However the school should first verify the person s Parent can t log into Parent account is locked identity before giving them a Household Management because their password has Password Reset Letter are they IDAM user guide for school with their username and SE the account holder and staff chapter 9 page 4 5 password continued therefore the parent legal guardian of a child in the school Find out from your principal the acceptable school policy procedure for doing this If the parent has reset their password but still can t log in take note of the error message the parent is getting an
33. nt guardian key enrolled at the school found confirm their CASES21 continued enrolment information with the school CASES21 administrator Parent gets an error message in the Student details i Parent is entering their own section saying theyihavenit date of birth instead of their entered the correct date of EAE birth birth for that child and to contact the school Instruct parent to enter their child s date of birth This person may not be a parent legal guardian find out from your principal the Mints Me a tel Aleks acceptable school policy Privacy parent FAQ document the student s correct date of birth procedure for verifying the page 2 identity of a person requesting access to a student s information in the Ultranet Other possible scenarios over the page Parents Parent gets an error message in the Student details section saying they haven t entered the correct date of birth for that child and to contact the school continued Parent is having trouble setting up their secret questions and answers or PIN Registration and Household Management The student s date of birth was incorrectly entered by the school into CASES21 a common mistake is to ao DIDIA ENE and months Parent has not completed all fields correctly an error message will explain what has not been accepted and why Page 63 School CASES21 administrator to verify the child s correct date of
34. of that child Find out from your who haven t been given one principal the acceptable school quick guide policy procedure for verifying the identity of a person requesting access to a student s information in the Ultranet Refer the parent to the school The child has been unlinked principal There may be a court from the parent s order in place that would have Household by the school caused the child to be unlinked from the parent by the school Ask the parent if it is possible that one of their children or another parent has obtained their username and password who knows their username Other possible and unlinked the child from their i and password scenarios over the page Household The child has been unlinked from the parent s Household by someone else Parents Using the Ultranet Query Parent can t see one or some of their children when they log into the Ultranet continued Parent can see a child who is not their own in the My Children portlet Learner Profile Learning Tasks Parent says their child appears in Learner Profile but not in Learning Tasks The missing child is not or no longer enrolled in a Victorian government school The school has unlinked the parent guardian from the student s account due to an access alert or change in living arrangements None of the above possible technical issue Technical or functionality issue Technical or functionality issue Page 85 Exp
35. ome Letters Query Parent wants to know why Parent hasn t been notified they haven t received a Welcome Letter or any registration login details by the school in advance about when to expect their Welcome Letter School overlooked printing a letter for this parent Page 51 Outline school implementation plan send out newsletter to all parents if required Search for the parent in the Print Welcome Letters task in the IDAM Delegated Administrator Check the Keys Already Generated column zero keys generated means no letter has been generated Before generating a Welcome Letter find out from your principal the acceptable school policy procedure for verifying the identity of a person requesting access to a student s information in the Ultranet Parents Welcome Letters Parent wants to know why Their child has an access alert in CASES21 or is in out of home care they haven t received a Welcome Letter or any registration login details continued Page 52 Check the child s access and living arrangements in the Delegated Administrator application Explain to parent that to protect the privacy of students Ultranet registration includes a verification process for parents guardians in situations where a student has a complex family or living arrangement The online registration system for the Ultranet is not yet ready to process these types of access requests It will be ready in Term 3 2011
36. ool Find out from your principal the acceptable school policy procedure for doing this Parents can change their email address at any time via Manage my account click All Other Users from the Ultranet login page Once logged into Account management direct parent to click on the Maintain View Profile tab and update the relevant fields Remind parent that they must provide a valid email address that no one else uses and that changing their email address will also update their Ultranet username Resource further info IDAM user guide for school staff chapter 9 page 4 5 Online parent guide page 57 58 Account Management Parents and Resetting Passwords Possible scenarios Action response Resource further info If the site loads on a school computer but not on the Parent can t access the parent s computer ask them to Parent is not connected to Ae ins e ei E check their internet connection the internet or is not using Reset password website it can they access other websites the correct website address doesn t load If they can ask them to read back the address that is entered in their browser address bar Parent does not have correct version of Adobe Flash player Tell parent to click on Get installed on the computer Flash or go to Installing Adobe Flash they are using if this is the http get adobe com flashpla tutorial yer to download the latest version case they wi
37. pace on the computer the parent is using The Adobe Flash download website is temporarily WareNeli ele Page 58 Direct parent to online video tutorial or written instructions in online parent guide If the parent does not own the computer they won t be able to change the settings so they can download install programs They will need to use a different computer Parent to create some space on their hard disk by backing up and deleting large files or removing unused programs and files Tom Ko http get adobe com flashpla yer on a school computer if the site doesn t load ask the parent to try again in 24 hours Parents Query Parent is having general difficulties following the registration process Parent can t get past the CAPTCHA question screen Parent doesn t have an email address or know how to set one up so they can register Registration and Household Management Possible scenarios The instructions may not seem clear there may be computer literacy issues a disability or a language barrier Parent is not entering the correct character or is trying to enter all of the characters instead of just the one requested Parent has an internet service provider ISP Parent does not have an internet service provider ISP Action response Invite parent into the school and have someone help them register Alternatively direct them to the parent videos coming soon T
38. ranet project team to have their account disabled Page 88 Parents Privacy and Cybersafety Page 89 An other type relationship If directed by the principal and with a student has ended PORIE there is appropriate legal A student needs to be such as a case planner PERE amp documentation to support this unlinked removed from a case manager residential action unlink the student parent guardian account carer home based carer D from the parent guardian foster carer kinship carer or account other carer There is a court order If directed by the principal and affecting the legal rights of there is appropriate legal the parent guardian to have documentation to support this access to education action unlink the student information about a from the parent guardian particular student account
39. rary Ultranet Helpdesk ph 1300 331 955 ultranet helpdesk csg com au Page 38 Resource further info See troubleshooting for Account Management and Resetting Passwords on pages 31 and 32 of this document if the student or large groups of students can t reset their password i e because they can t answer some of their security questions Other possible scenarios over the page Page 39 Students Possible scenarios Resource further info Student can t log into the Ultranet continued See troubleshooting for Account Management and Resetting Passwords on page 33 of this document for what to do if a student account is locked Other possible scenarios over the page Page 40 Students Resource further info Student can t log into the Ultranet continued Service Gateway Ultranet Helpdesk Ph 1300 331 955 ultranet helpdesk csg com au Students Page 41 Resource further info Ultranet is generally slow Internet Explorer and not performing well Mozilla Firefox Safari Ph 1300 331 955 ultranet helpdesk csg com au Students Page 42 Resource further info Adobe Flash check download latest version Java check download latest version A particular page function or application in the Ultranet is not loading or working Ultranet Helpdesk ph 1300 331 955 ultranet helpdesk csg com au Student is losing un
40. rce further info Background information on student photographs in the Ultranet CASES21 administrator guide chapter 2 page 19 See CASES21 administrator guide chapter 9 page 78 on uploading student photos Page 47 CASES21 administrator guide See section 4 6 14 5 of the Victorian Government Schools Reference Guide for relevant DEECD policy DEECD Legal Services is also happy to assist Principals in individual cases where there is uncertainty See IDAM user guide for school staff chapter 9 page 9 10 for instructions on unlinking students from parent guardian accounts Page 48 Students Query Resource further info A student needs to be IDAM user guide for school staff chapter 9 page 9 10 unlinked removed from a parent guardian account IDAM user guide for school staff chapter 9 page 9 10 Parents Welcome Letters Query Parent wants to know why they haven t received a Welcome Letter or any registration login details Parent wants a replacement Welcome Letter School is unsure of whether when to generate letters where the student has an access alert or is in out of home care School is unsure of what kind of letter to generate for each type of family situation Registration and Household Management Query Parent can t access the internet to register Parent can t access the registration or Household Management website it doesn t load Parent can t install A
41. saved work Students pagea Query Resource further info CASES21 administrator guide Student s name is not spelt correctly in the Ultranet Ultranet Helpdesk Ph 1300 331 995 ultranet helpdesk csg com au Student wants to know why their profile photo is blank in the Ultranet CASES21 administrator guide chapter 9 on uploading photos CASES21 administrator guide chapter 2 page 19 on updating the authority to publish field for students Students Page 44 Query Possible scenarios Resource further info A registered student is unable to be found in the Ultranet by other students or teachers in their school CASES21 administrator guide Ultranet Helpdesk Ph 1300 331 995 ultranet helpdesk csg com au Student has just changed schools and can still access spaces teachers and students from their old school in the Ultranet Ultranet Helpdesk Ph 1300 331 995 ultranet helpdesk csg com au Students Query Student is not in the correct class es or homegroup in the Ultranet Student can t access their school community space or search for teachers and students in their school in Find People or add them to spaces Page 45 Resource further info CASES21 administrator guide Ultranet Helpdesk Ph 1300 331 995 ultranet helpdesk csg com au CASES21 administrator guide Ultranet Helpdesk Ph 1300 331 995 ultranet helpdesk csg com au Page 46 Resou
42. ssword has expired Parent wants to change their email address Ultranet username Parent can t access the Account management or Reset password website it doesn t load Parent is trying to reset or change their password but the system won t accept the new one they want to use Parents Logging into the Ultranet Query Parent cant access the Ultranet login page it doesn t load Parent can t log into the Ultranet Parent can t install the correct browser version on their computer Query Page Ultranet is really slow or not working very well 82 A particular page function or application in the Ultranet 83 is not loading or working Parent can t see one or some of their children when they 84 log into the Ultranet Parent can see a child who is not their own in the My 85 Children portlet Learner Profile Learning Tasks Parent says their child appears in Learner Profile but not in Learning Tasks Parent says their child is not in the correct class es in the Ultranet Parent says some information about their child is missing Parents Privacy and Cybersafety Query Page Parent does not want their child s photo to appear in the 87 Ultanet Parent requests that another parent guardian no longer 87 have access to a child s information Parent does not want their child to use the Ultranet 88 A student needs to be unlinked removed froma 89 parent guardian account Page 50 Parents Using the Ultranet Parents Welc
43. t eight passwords they have used Refer parent to page 58 of the online parent guide for tips on how to choose a password that is easy to remember but still secure Ask parent to try another password If the system still doesn t accept it ask the parent what message they are getting on the screen and report the error via the Service Gateway Resource further info Service Gateway Online parent guide page 58 Online parent guide page 58 Service Gateway Parents Query Parent can t access the Ultranet login page it doesn t load Logging into the Ultranet Parent is not connected to the internet Parent isn t entering the correct website address e g www ultranet vic gov au instead of the correct www ultranet vic edu au Parent is using a school computer or device and its web browser proxies are not correctly configured to access Department websites error message will advise The Ultranet is temporarily unavailable Page 76 Ask the parent to check their internet connection can they access other websites Also check whether the site loads on school network computer Ask them to read back the website address they have entered and provide the correct website address Request help from school TSSP technician to make sure that the browser on the school computer or device netbook for example is configured to the correct proxy exclusions If the site doesn t load on school ne
44. twork inform the Ultranet Helpdesk and tell the parent to try again in 24 hours Parents Logging into the Ultranet Possible scenarios Parent has not entered the Parent can t log into the Ultranet correct username and or password Parent has tried to log in immediately after completing registration or resetting changing their password Other possible scenarios over the page Action response Ask parent to try logging into the Account Management website if they get an incorrect username and or password error message remind them that their username is their email address parent may be entering another a previous email address if they changed it or their name or child s name instead If they still can t login tell them to try resetting their password They will need to answer their security questions when resetting their password In some cases it may take time for the parent s details to flow through to the Ultranet which means it is always best to wait 24 hours before trying to log in for the first time Resource further info See troubleshooting for Account management and Resetting Passwords on page 70 of this document if the parent can t reset their password i e because they can t answer some of their security questions Parents Logging into the Ultranet Page 78 Instruct parent to go to their nominated email account open the activation email from a sender called idam_noreply and c
45. urt order affecting the legal rights of the person to have access to education information about the student Page 87 Parent has a legal right to have their child s photo removed Explain the purpose of photos in the Ultranet and the security safeguards that are in place If parent is still concerned the school must comply with their request Photo can be removed by updating the Authority to publish field in CASES21 from U or Y to N This will then be updated in the Ultranet overnight Refer parent to the school principal who should assess on a case by case basis Parents Parent does not want their child to use the Ultranet Privacy and Cybersafety Parent is concerned about online bullying inappropriate use access to their child s information Ultranet use is contrary to religious beliefs or cultural practices or parent is adamant that they don t want their child to use the Ultranet Inform parent about how the school will use the Ultranet in particular that it is a secure closed educational space with clearly defined permissions according to user role Explain what their child will be missing out on if they cannot participate e g online learning activities As above If cultural religious or personal views are unswayable Do not generate a Welcome Letter for that student if they have not yet received one If the student has already registered contact the Ult
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