Thank you for taking advantage of the PowerSchool Community. In general, if you can't resolve an E99 or E97 prompt, you will have to submit a support case. If you don't know how to do that or don't have access that allows you do do it, you will probably need to contact your district technology coordinator or INOW help-desk person to submit a support case for you. The community is a great place to get solutions, but in this case I am betting that PowerSchool support will have to get involved. Have a good day!