Parents unable to login to Mobile App

[DME3]

The district enabled the mobile web app and unchecked the box to disable parent portal/mobile apps a few weeks ago. At that time, they tested and it was working as it should. Today the district PS admin and several parents have indicated they cannot login.

Message: “Account Disabled…This account has been disabled or locked. Please contact your School or District to resolve this issue”. When they input incorrect credentials, the message is: “invalid user name and/or password”.

I don’t recall these settings needing the nightly refresh. Has that changed?

The app is at the most current version; they have uninstalled and re-installed the app, emails are turned on; The Mobile Registration page has the correct Mobile App Server Address and SSL Enabled.

Is there anything I am missing as a RIC Support Staff attempting to assist this district.  Thank you

[MuskanS]

Hi! @DME3 

To troubleshoot the issue further, we will have to take a closer look at the System settings.  Since the community is a public forum, I recommend creating a case with the PowerSchool support team.  Our team can take a look at the System settings without sharing district-specific information and provide you the resolution via the case.