Educan: Assisting Users with Troubleshooting

School of Education



Common Questions from Administrators:

  • Can I create another administrator? 
    • Yes — Manage Admins is the only way. Administrator access does not come from any university group.
  • If I remove someone, do their submissions disappear? 
    • No. Removing access never touches submitted records.
  • Can I permanently delete an external evaluator? 
    • No - Deactivate them instead; their submitted evaluations must remain attached to a valid record. 
  • Does the person know I impersonated them? 
    • There is no notification to them, but every session is recorded in the impersonation log visible on Admin Tools. 
  • Someone is on the admin list but still not an administrator. 
    • They have not signed out and back in since being added.


Troubleshooting to Assist Functional Users:

  • Signing In
    • The Microsoft button does not work for me 
      • That button is for University of the Cumberlands accounts only. If you are an external reviewer or district-based mentor, expand External Reviewer / District-Based Mentor Sign In below it and use your portal email and password.
    • My UC Microsoft sign-in fails 
      • This is your university account rather than the portal — the portal never sees your password. Contact IT the same way you would for any other UC sign-in problem, such as email or iLearn.
    • I am an external reviewer and have never signed in 
      • You cannot create your own account. The School of Education registers you and the system emails a five-digit access code. Use Register for Access on the sign-in page with that code to set your password. If no code arrived, check the exact address you were registered under, then contact the School of Education.
    • Registration will not accept my details 
      • Registration matches your first name, last name, and email address exactly as they were recorded. A middle initial, a nickname, or a different address will all fail. If the access code is rejected as already used, you already have an account — use Forgot Password? instead.
    • I have forgotten my password (external reviewers) 
      • Use Forgot Password? on the sign-in page. The reset goes to your registered email address. UC users have no portal password to reset.
  • Wrong access after signing in
    • My badge says Student but I am faculty 
      • Faculty access is determined by the university directory, not the portal, so no one in the School of Education can change it directly. Email [email protected] with the address you signed in with.
    • My badge says UC Faculty Member but I am a university supervisor 
      • Supervisor access comes from a list that School of Education administrators maintain. Ask an administrator to add you. The change applies at your next sign-in — sign out completely and back in.
    • I was just given access and nothing changed 
      • You are still on your previous session. Sign out, then sign back in.
    • I am missing timesheets or mentoring plans 
      • Those belong to university supervisor access. Faculty access does not include them.
  • Forms
    • A candidate's ID does not fill in their name 
      • The ID is not in the system as typed. 
        • Student IDs are nine digits, including leading zeros. 
        • Confirm the digits with the candidate or their supervisor. 
        • If the ID is right, the candidate may not be enrolled for the term you need. 
      • Do not type the name manually and leave a wrong ID — the ID is what files the record against the right person.
    • The course I need is not in the dropdown 
      • The dropdown lists only courses the system has on record for that candidate in that term. If one is missing, the enrolment is not there. Check with the instructor before filing the work under a different course.
    • My running total looks wrong 
      • A row is still unscored. Scroll back through the rubric — the total only counts rows with a score chosen, and 0 – Not Observed counts as a real score.
    • The end of my comment disappeared 
      • Comment boxes hold 1,000 characters. Once the counter reaches zero, further typing is ignored.
    • I lost a form I was partway through 
      • There is no draft and no autosave. Closing the tab, letting the machine sleep, or navigating away loses the form. Start the longer rubrics only when you can finish in one sitting.
    • I submitted something with a mistake 
      • Contact the School of Education — administrators can correct a submitted record. Evaluators cannot edit or delete their own submissions once they are in.
    • I am not sure my submission saved 
      • Open View Submissions and look for it. If it is not listed, it did not save and needs to be completed again.
  • Other
    • My submission counts are zero 
      • Counts show your own records: what you submitted, or — for students — what was submitted about you. Zero early in a term is normal.
    • A candidate is missing from View Timesheets 
      • Either no timesheet exists for them in that term, or it was created under a different one. 
      • Check the adjacent term before creating another; duplicates need an administrator to clean up.
    • A mentor cannot see their candidate 
      • The mentor assignment lives on the candidate's timesheet, not on the mentor's record. An administrator can correct it.
    • A student's records are empty when they should not be 
      • Student records key on the 9-digit student ID. 
      • An administrator can impersonate the student to see which ID the portal holds for them — a mismatch there is the usual cause.


Your screens and processes may vary slightly from this document.