Contact and Student Records

Troubleshooting Delivery Issues

Method 1: Look at the Broadcast Results

This is where you find the source of the problem because you will see everyone who was in the list used in the broadcast. .

1. Log into School Messenger as you normally do. In the Broadcasts section of the Dashboard, find the broadcast in question. 
   
2. Pass your mouse over the hammer and screwdriver icon and click on Report.
   
   
   

   
   
3. Under Summary at the top of the page, click the Recipients Not Contacted link. You now see only those contacts that did not receive the email / phone call, including the column called Delivery Results which tells us what happened. 
   
   
   
   
   
   
   
   
   
   
   
   This report shows all contacts that did not receive the email / phone call. The column called Delivery Results gives the reason why the email/phone wasn't delivered. 
   
   
   

Understanding the Delivery Results

This is a list of the most common results we see on the Recipients Not Contacted report.

Duplicate : When a parent has more than one student in a school or district, the system will send the contact just one email. The other students appear with the Duplicate result. 

No Email : The recipient doesn't have an email address. When you receive this result, go into PowerSchool, look up the contact and skip to this section.

Understanding Blocked E mail s

The "Blocked" delivery result is caused by a person unsubscribing from an email list or registering a spam complaint. 

       

Unsub scribes : All emails should contain an unsubscribe link to let the contact choose not to receive emails. The unsubscribe link is usually at the bottom on the email.  This is what our unsubscribe link looks like. School Messenger inserts this automatically with each email.

Spam Complaints:   A spam complaint is created when a user marks the email as spam from within their email software.  In Gmail, this is where the spam complaint option is located which is from the circle with the dots. Notice you can also report phishing and block a user. For our purposes, we are concerned with spam and unsubscribes because those are the two most common reasons we see for blocked emails.

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2. Now press the Ctrl key and the F key to bring up the browser search box. Type the parent address or phone number in the search box. 
   

Check the parent email address

1. Log into School Messenger as you normally do.
   
2. Click on the Systems tab.
   
3. Click on Contacts (after Repeating Broadcasts in the header.)
   
4. Select "Search for Person" and type the contact's email in the Search box. If the email is not found, try entering the student id or last name in the Search box. If the account is still not listed, then we must go to PowerSchool. to figure out why the parent wasn't pulled from PS when the daily import is done. Skip to section.
   
5. When a match is found for the email, you will see the Search Results section. Here you can see the Unique ID column is showing the student number for each student, and the email address for each contact. Click on the contact with the email address. 
   
   
   
   
   
   
   
6. You can now see the contact's record as shown below. Ensure that all email addresses and phone numbers are correct. If not, you will correct the data in PowerSchool. Skip to Section
   
   
   
   
   
   
   
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1. You should now see the Dashboard. Under the Broadcasts section, find the broadcast in question. 
   
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On the Start page select Contacts either from the dropdown menu (new look)  or by clicking the Contacts tab (old look.) Search for the parent. You can also go to the parent record by clicking on their name on the student's Contact page. Did you know that you can turn off the "New Experience" look? On the Start page, click on Personalize under the Setup heading. Click "Disable New Experience."






Click Parent Name from the Student's Contact Page	Start Page New Experience	Start Page Old Look

Possible Causes of not getting an email.