SchoolMessemger

[llemieux9346]

Hi,

I am having trouble with my school messenger. There are parents and teachers that are in the system but for some reason are not receiving emails or phone calls. 

One example is Daniel Claxton. All his information is correct but he is not receiving anything. This is happening A LOT!

Thank you,

Lauren LeMieux

[swshelby]

I am having a similar issue with one staff member but with getting a text. She is also a parent so I know that she is in the system without an issue. According to my report, the text was "delivered to handset" but she says she didn't get it. She received the phone call without issue.

[hostettj]

We have very similar issues here at Winneconne Community School District.  We use School Messenger to send out a district wide weekly newsletter to all guardians and staff (emails pulled into School Messenger from Skyward), and our school board (who we manually have entered).  We have a handful of parents who come up "blocked" every week.  I've been emailing them to find out if they have unsubscribed, are having their emails blocked by their email server, gave them tips on how to unblock and accept emails from us, and still no luck.  These are all different types of emails (gmail, hotmail, yahoo, etc.).  A few have found something they can correct, or that their work email has a firewall that is blocking this large image rich email, and out of the 2000+ emails that are going out we have it narrowed down to maybe 15 not recieving it.  Our only solution has been to ask them to give us a different email.  But we would love to know what could be causing it.

[Bloomingdale07403]

Very similar issues - however, I ran several reports on the Sch Messenger side & I could see that the emails were reported as spam by the parent. SOmetimes this happens simply because they don't pay attention to the way thier 'swipe left' or 'swipe right' settings are being implemented. Regardless, 1) I could clearly see it was because they set it as spam at one point and 2) while I tried to help them clear the spam notation, I was not successful. Too many variables on their phone, their email client, the email hosts settings, etc. So, ultimately, yes, they set up another email. 

[jlaux]

Which reports did you run from School Messenger side to see this?? I'd be interested in knowing that. Thanks very much!

[LisaS19]

You can run a Contact History Report for a phone, email or id.  It will indicate blocked, delivered...

If a number or email is blocked, look at the blocked list (system>blocked list) it will indicate the reason for the block (unsubscribed, spam complaint...)

[Bloomingdale07403]

See the response from @LisaS19 - that is one strategy I use.

Another strategy - 

System \ Blocked Lists \ Select the type of value you are looking for... Click on it. 

Note that you need to pay attention to the sections on the screen. The Top section is to ADD a blocked number, email, etc. 

In this case you want to go to the second block where it says "blocked..." and then search - basically I search by phone numbers but this can be a bit cumbersome.

If you want to search blocked emails - here is where it will tell you what the issues are... 

Hope this helps!

Have a good day!

[KritiS]

Hi 

We recommend submitting a support ticket to our PowerSchool Team if you have not created a support ticket yet. They should be able to take a closer look at your setup, gather more information, and provide further assistance. To access the B2C case/chat form for SchoolMessenger, we recommend following the below steps:

• Clicking on this link or directly clicking on the Support tab on the Community homepage.
• Scrolling down to the “Teachers, Families, and Applicants” section on the Support page.
• Clicking on the SchoolMessenger tab as shown in the screenshot.
• This will lead you to the B2C case form where you can view ScoolMessenger under the product dropdown.

@jlaux We understand that many of you are facing delays in receiving support, especially with the increased volume of requests due to upcoming DMARC changes and other factors. We want to express our sincere apologies for any frustration this may have caused.
Please know that your concerns are our top priority, and we are fully committed to delivering a better experience for you. Our support team is actively working on adjusting our processes to ensure quicker responses, with a focus on addressing critical issues first.

Your patience during this time is truly appreciated, and we want to assure you that we are dedicated to resolving all open cases submitted by our customers. Thank you for your understanding and continued support

[swshelby]

Have you had trouble with texts as well? Or just emails? 

[Bloomingdale07403]

Yes - similar - they inadvertently mark it as spam. Or the parent has phone filters that prevent unknown callers. Regardless, there is little to be done about it. Either the parent can figure out how to 'unset' that or not. I have dived deep and actually met with a parent & their phone, but the challenge is that again - too many different settings and phone types. It just is what it is.  In terms of the SMS and voice -sometimes it is just on their profile that they are still in a Pending state on the Intrado console. Getting permission from them to override it helps but does not take care of it if they have it marked as spam. 

[swshelby]

Interesting. She says she got the call but not the text. I'll have to look at her phone to see if maybe she blocked the number for texts since it is different than the call number. Weirdly, it marks it as delivered on the report. I'll have to talk with her in a bit.

[jlaux]

We have a similar issue with any parent marked "guardian" in our SIS data (not legal mother, not legal father, but has full custody of the student) - the 'guardian' data for the student & guardian appear in the data import from our SIS to the School Messenger (correct phone numbers, names, etc)....the parent just can't see the 'enter student absence tab' on their phone (they don't have the option to set "I am parent" on their cell phone either). Parent has uninstalled the app, and reinstalled on their phone, but nothing seems to work (still can't see the 'enter student absence tab'), so I have a support case Tier 2 escalation ticket on this (haven't heard back yet!)...anyone else experiencing this particular issue?  I am finding that any kind of "SUPPORT HELP" from School Messenger is not happening, and this is very frustrating trying to get assistance from them, now that they are POWER SCHOOL.....

[JeanieS]

We are having the same issue with our text messages. Staff and students. Our Principal was on the phone with SchoolMessenger yesterday. They passed the buck and said it was a PowerSchool issue. They think we have something set incorrectly. We did conclude that it is NOT pulling our 1st Emergency contact listed. Any assistance will be greatly appreciated.

[JeanieS]

Has anyone heard from or gotten any solutions to this issue?

[swshelby]

I haven't heard anything back for a while. I sent a follow up email about something else with School Messenger and haven't heard anything back for a week.