Single Sign On Error iOS Mobile App

[JesseB3]

Hello,

There is an issue with the PowerSchool iOS Mobile app. Students can login to the website as normal but the mobile app stalls with this error.

Resubmitting this to the forum since the previous post was marked as Spam for some reason.

[ElstonS · Accepted solution]

Hi @JesseB3, 

I am sorry you are experiencing the Single Sign-On error on the iOS Mobile App. I recommend reaching out to the Mobile support team and creating a ticket with them by sending an email to support@powerschool.com and they should be able to assist you in resolving the Single Sign On error. 

[JesseB3]

UPDATE: After almost 2 months of back and forth with PowerSchool tech support, PowerSchool finally admitted there is a bug with their mobile app and is only now beginning to be addressed by the Mobile App team.

@Community Member, please update your mobile app review practice to ensure the basic sign in process is functional with your SIS prior to deployment.

[BishalG]

Hi Jesse,

Thank you for your feedback.

I will reach out to you privately to discuss further.   You can view your private messages inside the PowerSchool Community by selecting the envelope in the top right corner of any page in the Community to the right of your avatar.  When a new message appears, you should see the number one with a dark red circle on the envelope.

[bkorah]

What is the fix or solution? Can you just post here please so everyone can benefit
Thx

[BishalG]

Hi @bkorah,

The error can be caused due to multiple reasons, such as the district's servers being inaccessible or the district having temporarily disabled Mobile App access.  Please reach out to your school or district to report this issue. if necessary, the Designated Support Contacts at the school or district can work with PowerSchool Support towards a solution.

[JesseB3]

The issue has been recognized by the mobile support team as a bug and has been escalated to their side of things to resolve.  There is no reason it should not be working and we have worked with tech support to confirm all the settings are correct on the hosted side of things.  I'm just flabbergasted it's taken this long to push up to the mobile team and there has yet to be any resolution.

-Jesse 

[emanuelakh]

When is this issue going to be fixed. It is sad that they tell you to contact the school. Schools can't do anything about an app error. Please fix it ASAP. 

Thank you!

[BishalG]

Hi,

The Single Sign-On error on the PowerSchool Mobile app has been reported to the PowerSchool Mobile team.

If you are a Designated Support Contact for a School or District, we recommend creating a case with the PowerSchool Mobile support team so the team can provide updated information via the case.

We suggest parents/students reach out to the school or district to report the issue so they can work with the PowerSchool Mobile support team to provide further information.

Thank you for your patience and understanding.

[Reshma]

Hi @Arnulfo1988,

To assist you better, would you please let us know if you were having an issue with any of the PowerSchool products, or were you trying to convey a concern that you are having?

[emanuelakh]

I have the same issue, I can't use the App on my phone. Please solve this problem

[AngieC4]

I love how they marked this solved when the recommendation was to contact PS support and create a case! lol

I was having issues with Android users not being able to use the app after a recent update and came to this forum. The forum was only good for letting me know that I'm not the only one with an issue, but I did find a work-around.

We ended up getting it to work by uninstalling the app, reinstalling it, and resetting the password on the admin side. The user was not able to update their password on the app, but once they did so using a browser they were then able to log in via the app with the newly reset password and it works. Again, only seems to be Android users. And nothing really pointed us to this particular fix, but since it worked I thought I'd share.

[JesseB3]

You like my humor 😂. I marked the response as at the accepted solution because there was no previous issue reported and figured support would have this fixed in no time.  The bug has departments at all levels pointing fingers and scratching their heads.

The particular bug I describe wasn't for users using their PowerSchool username and password, but rather users who are using Google or Microsoft accounts to authenticate to PowerSchool through SAML.  I'm glad you were able to figure out your users Android issues. 👍

[Reshma]

Hi @emanuelakh, @AngieC4, and @JesseB3,

Thank you for actively participating in PowerSchool Community!

We are aware of the issue when entering the district code and choosing to log in either as a student or a parent the app gives the error message of Single Sign-On Error and we are looking into this for a resolution.  We recommend reaching out to your school district to start a case with the PowerSchool Mobile support team to get the recent updates on this.

We appreciate your patience while we work on resolving this issue for you.

[JesseB3]

A case has been created for our school with the Mobile support team. When I get meaningful updates, I'll post them here for others. From July until now (Oct-15) the only progress to report is that the internal departments are kicking this bug around. As frustrated as our school is about this issue, because the users can still use the web portals, the issue is not a high priority.

I fear PowerSchool is stuck in Active Inertia. This long standing bug and an inability to resolve timely proves my point.

Active inertia is an organization’s tendency to follow established patterns of behavior—even in response to dramatic environmental shifts. Stuck in the modes of thinking and working that brought success in the past, market leaders simply accelerate all their tried-and-true activities. In trying to dig themselves out of a hole, they just deepen it.

https://hbr.org/1999/07/why-good-companies-go-bad 

Jesse

[emanuelakh]

I have contacted the school and they coudn't offer me any more help than suggesting that I delete and download the app again. That didn't help me at all. So please fix this issue as soon as possible. The issue is the app. 

Thank you, 

[emanuelakh]

Why isn't this issue being fixed?

[jamiem7]

Single Sign-On issues can vary depending on the school or district's setup such as the district's servers being inaccessible or the district having temporarily disabled access to the PowerSchool mobile app.  Due to this, we recommend connecting with your school or district to report any issues you are experiencing.  The school or district administrators can work with our PowerSchool Support team to troubleshoot further.

[JesseB3]

This is true @jamiem7. While at the same time there is a bug with SAML authentications through the PowerSchool Mobile app that still needs to be resolved.

Jesse B. 

[jamiem7]

@JesseB3  If a school or district is experiencing an issue with single-sign-on, we do recommend the Administrators work with PowerSchool Support to further troubleshoot.