Serco ePortal issues
We are currently having a recurring issue with ePortal. When a member of staff tries to amend a past roll call, they are automatically taken back to the login screen, saying they have been inactive and will need to login again. I have spoken to the Serco support team, but they have said that until they see it they can't help. Unfortunately, this is quite a random issue and I can't always reproduce it on demand. Is anybody else suffering from similar problems or has anybody seen this in the past, and how was it resolved.
I'd really appreciate any advice on this as I am at a loss!
Maybe its a problem related to cache on the machine?
Try to work out if it's a set of users, or a certain area of the school, or a certain image of machine, or only when someone does it to a class of a certain year, etc.
As soon as you spot a pattern, there's a way of fixing it.
In the mean time, make sure that people aren't using an external link (myschool.com for example) inside school, as this is the biggest issue we find causes caching problems internally.
Also, try changing the browser settings to 'every visit to the page' (tools, options, browsing history settings).
Logmein or GotoAssist or something are your friends, so they can see it for real.
We use gotoassist, i think it's not so much that we can't see the users computer, but more that you can't do it on demand, it seems to be when it feels like it. But there must be a set of circumstances that cause it.
It might be worth getting some info from reliable staff when it happens - what time of day it was, what class they were changing, was it roll call or lesson by lesson, were the connected on a cable, or on wireless, anything else u can think of.
Michael @ Serco
Thanks for this Michael. I will try and get some staff to tell me the circumstances under which they are accessing ePortal and see if I can see any reoccuring factors.