I can’t update the Student ID on the correct student record in SCP

The Student ID must be unique within your School Community Platform.  If there is an unclaimed or other student record with the Student ID then you won’t be able to use it again.

Actions to resolve:

Unclaimed students are being filtered by Mobile Zone as the youngest age group

As we are unaware of the age of an unclaimed student we place them in the youngest age group set up in your School Community Platform.  You can move them to the correct year group so that they are filtered appropriately.

Actions to resolve:

Unclaimed students who are not at school due to being sick are being filtered on the school policy

If an unclaimed student or a student whose parents have not activated their account is not at school due to being sick the school’s filtering policy will be applied unless you mark the student as not at school.

Actions to resolve:

I keep getting an unclaimed student for the same student who has another record after I unlink them

If School Community Platform is unable to link an auto enrolment request to a user by matching their Student ID then it will create an unclaimed student.  If you unlink an unclaimed student without attaching the Student ID to a valid student another unclaimed student will be created.

Actions to resolve:

  • Contact support to have Student Auto Enrolment turned off on your School Manage appliance, or

  • Deactivate their account with your network authentication controller so they can’t log in any more, or

  • Remove the device from the student, then unlink them and update the Student ID on the other record.

My issue still isn’t resolved, what do I do next?

For more information you can read our Unclaimed Students feature guide.  It has a number of FAQs and links to how to guides that may help you with what you need to do.

Alternatively you can contact our support team for help.  

Please ensure that you include the following information in your request:

  • Students Name

  • What you are trying to achieve 

  • Time of issue

  • Description of the issue

  • Results of a WHOAMI check (browse to whoami.linewize.net on the impacted student device)

  • Screenshots of any error messages