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What to do if you can't see a child or group on the child login page


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This tutorial is for if you have already created a group login page, but when a child goes to log in, they either can't see the whole group login page, or just can't see themselves on it.

There are a few things that it might be caused by so I'll go through each of those and how to fix them in turn.
 

If you're looking for how to turn on the Child Login feature, take a look at our 'Enabling the Child Login feature' tutorial.

To skip to a specific section of this tutorial, please use the numbered links below.

If the whole group login page isn't there. 

These potential causes and solutions are for if the child has gone to log in, but the group login page they were expecting to see isn't there at all. 

1. Your Tapestry subscription has expired 

2. The group login page is turned off

3. The group login page is not enabled for the device you're using (it was never set up, or has expired) 

(jump to) 7. None of the above 
 

If the whole group login page is there, but the child isn't in the group. 

These potential causes and solutions are for if the child has gone to log in, and can see their group login page, but they aren't in it.

4. The child has not been added to the group login page

5. The child's profile has been deactivated/deleted

6. The user permissions for that child are stopping them from appearing

7. None of the above

 

1. Your Tapestry subscription has expired 


If you cannot see any group login pages at all when you click on 'Child login', or you can see some, but they are for children from a separate Tapestry account (this might happen if you have different accounts for different year groups and multiple year groups share the computer you're using), your account might have expired. 

 Image Pasted at 2020-9-21 14-00.png

 

To check that, try to log in to the Tapestry account yourself. If you are unable to and you see a message saying your account is not currently active then the most likely cause is that your subscription has expired. As soon as your invoice is paid, the Child Login feature will reappear.

if you have any questions about your subscription, please direct them to customer.service@eyfs.info.

If you are able to log in though, that isn't the problem so go to potential cause number 2!
 

2. The group login page is turned off

The group login page will need to be active before the children can see it. To check whether it is, and to turn it on if it's not, log in as either a manager, the staff member who created the group, or a staff member who is allowed to see and manage login pages created by someone else.

Then go to to the 'Child Login' tab (1) and find the group login in the list. If you didn't create the group login page yourself you might need to click on (2) 'Show class or group login pages set up by your colleagues'.

Once you have found the group login page that you want the children to use to log in with, look for a button to the right of it saying either 'Turn On' or 'Turn Off' (3). If it says 'Turn On', then you should click on that because it will make the group login page active for the children to use.

 

image.png

 

That should solve the problem, but if that's already turned on, or the login page still doesn't appear, move onto number 3. 

 

3. The group login page is not enabled for the device you're using 

This step is for 2 cases, but I've combined them into this one section because the solution is the same.

- If the group of children have never logged in on the device in question then it may be that the group login page was never added to that tablet/computer.
- If they have logged in before, but the cookies have been cleared, they're using a different profile, they're using a different browser, or they haven't used it for more than 6 months, then the connection to the login page will have expired. 

This is especially likely to be the case if the children are using another device that does display the specific group login page that you're after.

If you're with a whole class of children and need to get them on asap, then the quickest thing to do is log in as a staff member (again you'll have to be a manager, the staff member who created the account, or a staff member who has access to the group login pages created by other staff), go to the 'Child Login' tab (1), and find the group login page you want by looking in your list/the list of all group login pages (2). Then press 'Add this login page to another computer' (3).

 

image.png

 

On that page you will see the option to enable the login page for the computer you are working on, or you can choose to set it up for others. If the computer you are working on has already been activated for that group to use, it will say 'Enabled' next to it (1). If not, but you want the children to use the computer you're logged in from, click 'This computer' (2). That will enable it immediately. Alternatively, if you want to get the group login page onto another computer, click 'Other school computers (3).

 

image.png

 

Now you have a choice. You can enable the group login page via a QR code, via a very long web address (so long that you'll want to send a copy of it to the computer you want to enable so it can be copied and pasted), or via some 'magic words'. You can read about all three options in detail in our tutorial for enabling the same group login page on other computers but if you're in a bit of a rush, I'd recommend that you go for the third option - the magic words. 

 

image.png


Clicking on that will take you to a page with instructions re what the children need to do (they have to say they're at school, then click on the button about magic words) and the magic words you need to give them. 

Once they have typed those in, the group login page will appear, and they'll be able to sign in!

If that doesn't work either though, and you've already looked at step 2, you'll need to get in touch with us by emailing customer.service@eyfs.info (step 7 for this tutorial). 


These next steps are for if the whole group login page is there, but a specific child isn't appearing in the group. 
 

4. The child has not been added to the group login page

The most likely cause behind a child not appearing in their group login page, is that they haven't been added to it. If they were there at some point, it might be that the group has changed seemingly by itself. That can be caused by a couple of things - the group (in Manage Groups) changing, or the user permissions of the staff 'owner' of the group login page changing.

In order to fix it though, you need to log in yourself (provided you're a manager, the staff member who created the account, or a staff member who has access to the group login pages created by other staff), go to the 'Child Login' tab (1), and find the group login page you want by looking in your list/the list of all group login pages (2). Then press 'Manage' (3).

 

1.5.png

 

Scroll down the page it takes you to until you can see the children. Double check the child in question isn't there, then, if they're not, press 'Edit'.

 

2.5.png

 

On this next page scroll down and you'll be able to see whether the group login page is for all the children in the group (1), or just some (2). If option 1, leave this page and go and edit the group itself from Manage Groups (you'll need to ask a manager to do that if you're not one). See this tutorial for more details. 

 

3.5.png

 

If you can see just some of the group have been selected (1), you will be able to tick any children not already selected (2) but who are part of the group (the one you can see in Manage Groups). If the child doesn't appear in that list, then go and add them to the group first of all as above by following this tutorial.

 

image.png


If you can't see the child on your account anywhere though, move onto step 5. 
 

5. The child's profile has been deactivated/deleted

A less likely, but still possible explanation is that the child's profile has been deactivated or deleted. You'll need to be a manager to fix this one too because it involves going to the Manage Children section in the Control Panel (1 then 2).
 

image.png

 

Make sure you're looking for all children (1) then search for the child in question by typing in their name into the search bar (2). If they have the status 'Inactive' or 'Awaiting Deletion' (3) then you'll need to make them active again by clicking the cog next to their name (4) and selecting to make them active (5). It is worth thinking about whether they were purposely deactivated/deleted before you do this though (e.g. have their parents said they don't want them to have a Tapestry profile). 

 

4.png

 

If the child is already active, move onto step 6. If they aren't there at all though, move onto step 7 and contact us by emailing customer.service@eyfs.info.
 

6. The user permissions for that child are stopping them from appearing

The last possibility is that the child is not allowed to log in. In order to check and fix this, a manager needs to go to the Control Panel (1), User Permissions (2), then in the section within that for the children's permissions (3), they need to open the 'Logging in at school and at home' section (4) and check that the child in question hasn't been individually set to not be able to log in (5).

 

image.png


If this is the problem, you should make sure that wasn't done for a specific reason. If it was just a mistake or no longer relevant, you can permit the child to log in again by clicking on the edit button (1) and changing their individual permission (2). 
 

image.png

 

Once you've saved that change, the child should reappear in the list of children able to log in. 
 

7. None of the above

If none of the solutions above work, then it's possibly a bigger issue. Email us on customer.service@eyfs.info with details and we'll investigate.

 

 

 

Go back to Main Tutorials Page

 

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