Why do you have to reset your password EVERY time you login?

normb4
Padawan

Why do you have to reset your password EVERY time you login?

 
23 Replies
normb4
Padawan

Our school has used PS for several years, but late last year it an issue began that no one seems to be able to answer.  Every time I go to log in via my laptop I have to reset the password, but I don't when I log in via my cell phone.  I know the password, I even use a password manager so I KNOW I'm using the correct 'new' password each time --- and yet each week (or more) when I try to login via my laptop I have to reset the password - I get in ONCe and then the next time have to reset the password again. 

JeromeO
PowerSchool Champion
PowerSchool Champion

On the laptop, what happens if you turn your password manager off and tell your browser NOT to store your password?

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Troy School District, Troy, MI, USA
District Size: 13,000+
Server Config: On-prem/Self-hosted 3 app+1 db+2 test

I am not a PowerSchool employee

ReginaS6
Journeyman

The issue we had was with students.  We changed the parameters of their password requirements.  They were resetting on their own and then coming in locked out.  We were resetting them and getting them locked out.  We ultimately found that not using the @ sign as a special character seemed to help.

bga
Padawan

I can confirm that was the issue. Passwords *CAN NOT* have the @ sign. If they do, then the behavior described here happens. Looks like a PowerShcool issue to me, not a school district issue.

 

I was auto-generating secure passwords and they all happened to have @ in them. I then reset the password for the nth time wwith a manual one (without the @) and now I can login and logout without issues.

 

jamiem7
Community Moderator
Community Moderator

Thank you for reaching out in the PowerSchool Community!

I am not aware of reports that users must log in each time they access a PowerSchool product.  To allow us to further assist with your account, would you please provide further information?

 

  • Are you attempting to access the parent portal for PowerSchool?
    • If so, are you able to access the PowerSchool Mobile app without resetting your password with each access attempt?
    • If you are not using the parent portal, would you please provide which PowerSchool product or site you are attempting to access without having to reset your password each time?
  • What browser are you using when you are prompted to reset your password with each access attempt?
  • Are you able to access the site using the last password you created on a different browser such as Chrome, Internet Explorer, Firefox, or Safari on your laptop?
  • Are you able to access the site using the last password you created on a different device in the same browser?


Jamie H.
Lead Community Moderator

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normb4
Padawan

  • Are you attempting to access the parent portal for PowerSchool? Yes, http://ps.tmp-m.org/public/home.html
    • If so, are you able to access the PowerSchool Mobile app without resetting your password with each access attempt? Yes, i can log into the mobil without issue
    • If you are not using the parent portal, would you please provide which PowerSchool product or site you are attempting to access without having to reset your password each time? I am using the parent portal, http://ps.tmp-m.org/public/home.html
  • What browser are you using when you are prompted to reset your password with each access attempt? I mainly use Chrome, but i have tried edge and firefox too in ts the issue
  • Are you able to access the site using the last password you created on a different browser such as Chrome, Internet Explorer, Firefox, or Safari on your laptop? I can once, and then the next time i have logged out and try to log back in it have to reset it
  • Are you able to access the site using the last password you created on a different device in the same browser?  I can use the new password on my mobile repeatedly and have no issue, it's just when go back to a PC/browser

Side note: the only other unusual thing is I do use Dashlane for password manager - and I have stored the new passwords, and even have tried just typing the new ones in and still have the same issue. 

jamiem7
Community Moderator
Community Moderator

Thank you for providing this information!

I am currently working with the PowerSchool Mobile Team to look into any suggestions for a resolution.  I will update this thread once we are able to find suggestions that will help resolve the issue!

 

Thank you for your patience as we look into this report further!



Jamie H.
Lead Community Moderator

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jamiem7
Community Moderator
Community Moderator

Thank you for your patience as we continue to look into the requirement of resetting your password with each session in the parent portal! @normb4 

 

Would you please share the results of the login sessions when turning off your password management that @JeromeO suggested?



Jamie H.
Lead Community Moderator

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normb4
Padawan

I can change the password manually (as in I type and pick the password, not dashlane)
and then use the newly set password typed in (not using dashlane) 

that new password will work the 1st/new time, but once I log out after that first login, I can not log back in with it - 

jamiem7
Community Moderator
Community Moderator

Thank you for providing this information and working through troubleshooting steps within the thread!

 

The parent portal credentials are also used to access the PowerSchool mobile app for parents.  Since you are not experiencing difficulties with the mobile app for parents and we have not received reports from other parents experiencing a similar issue, I recommend reaching out to your child's school district to look into the set up of your account.  The school can also reach out to PowerSchool Support if further assistance is needed.



Jamie H.
Lead Community Moderator

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mikeburt
Journeyman

This is still an ongoing issue.  We (support at District level) are still recieving complaints from schools that parents must reset their PW everytime they try to login to the Portal...Logging into the App appears to work fine. This does not appear to be connected to individual user accounts.

normb4
Padawan

same here - and when parents ask to school or district they say contact power school.   We're all stuck in a loop 

ElstonS
Senior

Hi @normb4@mikeburt

 

Thank you for bringing this to our notice and I'm sorry the parents in your district have to reset their password every time they try to login to the portal. 

 

I have escalated your details to the PowerSchool Mobile support team who should be reaching out to you to gather more details regarding your district's set up and further assist you with this.

 



Elston S.
PowerSchool Community Moderator
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ReginaS6
Journeyman

We are having an issue where passwords won't stick once they are reset by an Admin and changed by user as prompted following all password requirements.  It will get the user in once and once logged out, will need password reset again to get into the system both on a PC and using mobile app.  I hope you don't mind my comment on this thread as it could be related...

normb4
Padawan

there is definitely an issue with passwords retention -  and I have yet to see Power School responding/acknowledging that the issue is on their end and that there is any steps to resolving it. 

bga
Padawan

FWIIW, I am having exactly the same issue. I can reset the password and that logs me in automatically. Then if I log out or the session times out, I can not login anymore and need to reset the password. I did it 5 times today already.

 

Reshma
Community Support Expert
Community Support Expert

Hi @bga,

 

Thank you for posting this in PowerSchool Community!

 

We recommend reaching out to the school district to get further assistance on the issue who should be able to troubleshoot the issue for you. 



Reshma
PowerSchool Community Support Expert

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If another user helps solve your issue, please select Accept As Solution on their post so others can see the solution, too!
normb4
Padawan

the school says to contact power school... which is what I've done a number of times as well as thru the community.  It's a vicious cycle now a year or so into the bug

bga
Padawan

@Reshma As a mentioned on my previous message, the issue seesm to be that passwords can not have @ signs. If they do, then this issue happens. This is definitelly a PowerSchool issue and not a school district issue.

 

normb4
Padawan

I think it's more than @  sign... I've seen it happen with almost any type of combinations