Troubleshooting

Common issues and how to resolve them.

I Can't See a Student

Cause: Location scoping. You can only see students assigned to your location(s).

Fix:

1. Check which location you're assigned to (visible on your Dashboard)
2. Check which location the student is enrolled at
3. If the student is at a different location, ask your Director or Super Admin for help

I Can't Edit This Field

Cause: Role restrictions. Editing access depends on the field and your role.

Fix:

• Case Managers and Super Admins can edit most student data
• Directors can edit students and enroll students
• Coordinators and Asst. Coordinators have limited edit access (class sessions, notes, attendance)
• Volunteers cannot edit student records
• If you're a Case Manager and still can't edit, check that the student is at your location

See the Permission Matrix for the full breakdown.

Absence Count Looks Wrong

Cause: Usually the 2-tardy rule. VoTech automatically converts every 2 unexcused tardies into 1 absence.

How to check:

1. Open the student's Detail Page
2. Look at the Attendance section
3. Check:
   • How many unexcused tardies the student has (divide by 2 for converted absences)
   • How many direct absences the student has
   • Whether any make-up sessions have been recorded (these offset absences)

Formula: Effective absences = Direct absences + (Unexcused tardies ÷ 2) − Make-up credits

See Attendance Rules for the complete calculation.

Attendance Session Missing

Cause: The session hasn't been scheduled for this date.

Fix:

• Sessions are created when a class is set up with a schedule
• If today's session is missing, the class may not have a schedule entry for this date
• Contact your Director or Super Admin to add the session

Need to Correct Old Attendance

Cause: The 72-hour correction window.

Rules:

• Case Managers, Directors, Coordinators, and Asst. Coordinators can correct attendance within 72 hours of the session
• Volunteers can correct their own records within 72 hours
• Super Admins can correct attendance at any time (requires override flag + second confirmation)
• All corrections are logged in the audit trail

If it's past 72 hours and you're not a Super Admin, ask a Super Admin to make the correction.

Notification Failed

Cause: Invalid email/phone, delivery service issue, or network error.

Fix:

1. Go to the Notifications page
2. Check the Failed Queue — it shows notifications that couldn't be delivered
3. Click on a failed notification to see the error reason
4. Common reasons:
   • Invalid email — check the student's email on their detail page
   • Invalid phone — verify the phone number format
   • Delivery service error — retry by clicking Resend
5. Fix the contact info if needed, then resend

Locked Out

Cause: Google OAuth issue, account not activated, or terms not accepted.

Steps to try:

1. Clear your browser cache and try again
2. Make sure you're using the correct Google account (not a personal one)
3. If you see "Account pending approval" — your admin hasn't activated your account yet
4. If Google itself is blocking you — check if 2-factor authentication is set up
5. Contact Walley (tech) or Mark (admin) if nothing works

Redirected to Terms of Service Page

Cause: You haven't accepted the current Terms of Service and/or Privacy Policy.

Fix:

1. Scroll through both the Terms of Service and the Privacy Policy (both must be scrolled)
2. Click "Continue to Dashboard"
3. You'll be redirected to the Dashboard

This happens after Terms or Privacy Policy updates. You only need to accept once per update.

Absence Count Includes Excused Marks

Cause: It shouldn't. Excused absences and excused tardies do not count toward effective absences.

How to check:

• Verify the marks are actually "Absent Excused" or "Tardy Excused" (not plain "Absent" or "Tardy")
• If excused marks are counting, contact Walley — this may be a display issue

See Attendance Rules for the full formula.

Still Stuck?

Contact:

• Walley (walley@71five.org) — technical issues
• Mark Shelamer — access and policy questions