http://kb.ttsd.k12.or.us/articles/view/75

ParentVUE: Helping Parents with Account Issues

Last modified on 04/12/2021

Instructions for the ParentVUE point person at each school on how to help parents with common access issues.

This article is for school staff who are assigned to help parents with ParentVUE account issues. The following topics/situations will be covered:

Overview of the Initial Parent Sign in Process

Note: Detailed instructions & screenshots from the parent perspective can be found here.
 

Parents That Received a Printed Activation Letter

Important Notes:

  • The activation key/letter is only used to initially set up a parent's ParentVUE account.
  • After the account is set up (if you see the "User ID" field filled in, it has been) there is no need for an activation key and you can not generate a new one.

1. Parent receives a "Parent ActivationKey" letter with the information they will need to access their account. The letter will include the following five pieces of information:

a. Parent first name
b. Parent last name
c. Activation key (a combination of seven numbers and letters)
d. The web address for activating (and thereafter logging in to) their account.
e. The expiration date for the activation key

2. Parents will go to the web page on their activation letter and activate their account entering the the first and last name from their letter exactly as it appears, as well as their activation key.

3. The parent will then be prompted to choose a user name and password as well as enter their primary e-mail address. The e-mail address will be used for automated password recovery.

 

Parents That Received an Activation Email (Subject = "TTSD ParentVUE Activation")

Parents receive the instructions below in their activation email. The words "Click here" in step one contain a special link that eliminates the need to fill in the name and activation key information found in the printed letter. For this reason, parents should not share/forward this email.

From the activation email:

Please take a moment to complete the steps below to create your TTSD ParentVUE account.

  1. Click here to activate your TTSD ParentVUE account.
  2. View & accept the privacy statement.
  3. Choose a username and password.
  4. Enter your email address. This will be used for district communication and for ParentVUE password recovery.
  5. Click the Complete Account Activation button.

 

Automated Password Recovery (preferred)

Password recovery is completely automated. The ParentVUE login screen has a "Forgot your password? Click here" link that will prompt the parent to enter the e-mail address associated with their account. The system will e-mail a password reset link to the parent. 

ParentVUE login screen with "forgot password highlighted.

 

parentvue password recovery. email address is filled in
 

password recovery "message sent" confirmation with button to return to the login page.
Note: If the parent gets an "unable to send email" message," the most likely cause is another ParentVUE account that is using the same email address.
Changing one of the email addresses will resolve the issue.

 

Manual Password Entry (if steps above don't work)

If a parent doesn't have an email in the system, please add one if at all possible. If they don't have an email address OR the automated process above isn't working for them, go to the ParentVUE tab on the parent screen and (after verifying the parent's identity) fill in the "password" and "confirm password" fields. Save your changes. Do not check either of the boxes below. Parents can change their passwords through ParentVUE once they are logged in.

parentVUE tab on the parent screen. User ID field is filled out with aclements username. Password and confirm password fields show a seried of dots indicating this information have been filled out.

 

Helping a Parent who Forgot their User Name

Below are the steps to help a parent who remembers their password, but doesn't remember their user name.

1. Log in to Synergy and load the "Parent" screen. Path is Synergy SIS ---> Parent ---> Parent

2. Click on the magnifying glass icon to get into find mode.

3. Enter the parent's last and first name. Remember, you can use the asterisk character * as a wildcard if you are unsure of spelling.

4. Click on the "Children" tab to confirm that you are looking at the correct parent.

5. Click on the "ParentVUE" tab and look in the "ParentVUE ID" area for their user ID.

 

Helping a Parent who has been Deactivated

1. Log in to Synergy and load the "Parent" screen. Path is Synergy SIS ---> Parent ---> Parent

2. Click on the magnifying glass icon to get into find mode.

3. Enter the parent's last and first name. Remember, you can use the asterisk character * as a wildcard if you are unsure of spelling.

4. Click on the "Children" tab to confirm that you are looking at the correct parent.

5. Click on the "ParentVUE" tab.

6. Look for the "Account Activation" area.

7. Uncheck the "ParentVUE Account Disabled" box

8. Click the "Save" button at the top of the screen.

Account activation area

 

Create a New Activation Key & Print a New Activation Letter

Note: The activation key is only used to set up a parent's ParentVUE account. After the account is set up (if you see the "User ID" field filled in, it has been) there is no need for an activation key and you can not generate a new one.

1. Log in to Synergy and load the "Parent" screen. Path is Synergy SIS ---> Parent ---> Parent

2. Click on the magnifying glass icon to get into find mode.

3. Enter the parent's last and first name. Remember, you can use the asterisk character * as a wildcard if you are unsure of spelling.

4. Click on the "Children" tab to confirm that you are looking at the correct parent.

5. Click on the "ParentVUE" tab.

6. If the activation key is still valid, click the "Print Activation Key" button. If the key has expired, click the "Create Activation Key" button. Creating a new activation key will disable all previous keys for that parent, including ones that had not expired yet.

7. Click the "Print Activation Key" button. This will open a PDF that you can print out for the parent.

 

Parent Doesn't See All of Their Children

Reason 1
If you have a parent that contacts you indicating they cannot see all their children, we likely have two parent accounts for this person. Data from the duplicate parent records will need to be merged into a single parent record with all children attached. Follow the steps below before submitting your tech request.

  1. Locate both parent records and note the "Adult ID" for each.
  2. Check the ParentVUE tab for a ParentVUE User ID. We will consider the parent account with a ParentVUE User ID to be the "active" account. If both (or neither) parent account has a ParentVUE User ID, choose one to be considered the "active" account.
  3. Verify all information is correct for the active parent: address, phone, language etc. Update as necessary.
  4. Submit a tech request to have us merge the records. Include both adult ID numbers and specify which is the active and which is the duplicate.
    • "Please merge the following two parent accounts, 123456 (active & verified) and 654321 (duplicate)" or something similar.

Reason 2
The other possible reason a parent may not see all of their children is that Synergy thinks they don't have "Educational Rights." The first step, of course, is to determine whether the parent actually does have educational rights. If they do have educational rights, go the the "Children" tab on the parent screen and make sure that the check box for "Ed. Rights" is checked. Save your change.

Ed. rights check box
 

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