Powerteacher Pro session timing out

[jreal]

Is anyone else having this issue? Updated Java, cleared cache, cleared cookies, reset password, and tried different browsers. Can't find any information on how to fix this! It is not for all teachers just a handful.

[amandadexter]

Yes, I have been having this issue all year actually.  About 60% of the time, if I click to go to PowerTeacher Pro, I get "timed out" and have to log back in.... and it will happen multiple times in a row. Only about 40% of the time can I access my gradebook.

[DanM3]

So it's not the auto sign off after X minutes of inactivity. How quickly are they teachers being signed out of PTP? Do any of them also have an admin account?

[amandadexter]

It happens when I log into Powerschool and then click the link to go to PowerTeacher Pro. It signs me out immediately.
- Sometimes it also does this just in regular PowerSchool... I will login fine but when I go to click on a class to take attendance, it will instantly sign out. It happens less often than when I try to access the PowerTeacher Pro, but still happens with some regularity.
- one thing I have noticed is that if I login to PowerSchool and then click around for a couple minutes and then go to gradebook, it will sometimes work better. But only sometimes.
- It occurs on both school and home networks.
- using Google Chrome.
- There are no other instances running
- When it times out/signs me out, it says my username is "undefined undefined."
- not admin account
-

[Reshma]

Hi @amandadexter 

I am sorry to hear that you are experiencing an issue with PowerTeacher Pro.

Thank you @jreal and @DanM3, for offering your assistance.

Since you have confirmed that you tried all the ways to troubleshoot, we recommend getting connected with the  Designated Support Contact within your school district who should be able to help you in creating a case with the PowerSchool Support team to get further assistance.  

[johnsonsh]

Hi was this issue ever resolved for you? I am having the same problem.

[Reshma]

Hi @johnsonsh,

Thank you for reaching out to the PowerSchool community!

To get started with further assistance, would you please confirm that, if it is not the auto sign-off after a certain time of inactivity?  Are we experiencing this with only one browser or is it the same with other browsers as well?

[i_rism]

Hi. One of our teacher is having the same problem on her PTP. It was working fine until yesterday and it's not due to inactivity. On a shared vdo call screen, once she login to the PS teacher page and clicked on PTP I can see it instantly ended the session. Sometime she will get an username is "undefined/undefined".  

We are running on PS 21.4.2. This happens on both Chrome and Safari. Any ideas how to resolve this?

[BishalG]

Hi @i_rism,

If the error is only occurring at one teacher's end, the likely reason is that the teacher sections are listed under other schools when they should be listed under the current school. Likely, when the teacher was assigned to the section, they were not assigned to the school.

You can use DDE to find the teacher ID from the Teachers' table, and fix it in the sections table.

[i_rism]

Thanks @BishalG for getting back.

It worked out in the end. The teacher was not at home/school so wherever he/she was it's probably a faulty internet connection. Odd that we were able to do a long vdo session but PS timed out if there's a drop in connection.