Troubleshooting FAQs

Sections:

➜ Where to Get Help
➜ Troubleshooting
➜ GSEonline Error Codes
➜ Administrator Portal Error Codes

Where to Get Help

Teachers: Report any issues to the designated account admin at the school or district, who in turn will contact our digital team via our online ticketing system. Any issues requiring additional support will be escalated to our vendor support team for resolution.
Account Admins: Contact our help team by submitting a help ticket. Any issues requiring additional support will be escalated to our vendor support team for resolution.

Troubleshooting

If you bookshelf is empty when logging in, it may mean content has not been distributed to your account. Contact your school or district administrator.

If you are a school or district administrator, you must log into the Administrator Portal and distribute content to affected classes or users.

If a teacher account is missing an analytics button, there are two possible causes.

1. The teacher must be assigned to a class with at least one student.
2. Content must be distributed to the class, not the individual teacher.

To resolve this issue, first make sure the teacher is added to a class with at least one student. Next, revoke any content which was assigned individually to the teacher. Lastly, distribute content to the class. 

Guides:
Step 1: Adding Users to Classes
Step 2: Revoking Content from Users
Step 3: Distributing Content to Classes

If you receive a notice that an account cannot be created, one reason may be that you participated in a trial using the same email address.

If this is the case or your do not know the reason, please submit a support ticket and tell us anything you know about the situation.

If you have distributed content and on the Distribute Content page it says the content has been distributed, but users do not have access to the content, then an error may have occurred.

Complete these steps to resolve the issue:

1. Bulk revoke the content from the classes using this guide: Bulk Revoking Content

2. Redistribute the content using this guide: Distributing Content to Classes

If the steps above do not resolve the issue or you need additional support please submit a support ticket.

Both of the URLs listed below must be whitelisted:

GSEonline URL: https://www.gseonline.us

Administrator Portal URL: https://portal.gseonline.us

In the sections below you will find lists of error messages for GSEonline and the Administrator Portal and what they mean.

If you receive a notice that there are insufficient licenses in order to complete content distribution you may have used all of your allotted licenses. For help resolving this issue, please submit a help ticket.

If you receive this code when attempting to upload a Bulk Upload template sheet, there are a few possible solutions:

Incorrect File Type: Check that the file you are uploading is in .xls, .xlsx, or .csv format. Those are the only supported file types.

Incorrect Template: There are two template files available in the Administrator Portal: One for District Level accounts and one for School Level accounts. Make sure that the template you are using and uploading corresponds to the account type you are using. If you are unsure which account type you are using, check out these guides: District Accounts and School Accounts. 

District Level accounts use the Group_Bulk_User_Creation_Sample template.
School Level accounts use the Bulk_User_Creation_Sample template. 

The images below show the difference between a District Level template and a School Level template.  

GSEonline Error Codes

1167 "Password cannot be empty": When attempting to login without entering a password
1168 "Username cannot be empty": When attempting to login without entering a username

1180 "The password provided is invalid": When attempting a login with wrong the password
1191 "The username provided is invalid": When attempting a login with wrong the username

1894 "The access code provided is invalid": When attempting to login with the wrong access code
1895 "Access code cannot be empty": When attempting to login without entering an access code (if required)

Administrator Portal Error Codes

1146 "First name cannot be empty": When creating a user, first name cannot be empty
1147 "Last name cannot be empty": When creating a user, last name cannot be empty
1148 "Email ID cannot be empty": When creating a user, email cannot be empty
1149 "The email ID provided is invalid": When creating a user, email format is invalid

1167 "Password cannot be empty": When attempting to login without entering a password
1168 "Username cannot be empty": When attempting to login without entering a username/email
1180 "The password provided is invalid": When attempting to login with the wrong password
1191 "The username provided is invalid": When attempting to login with the wrong username

9009 "Content is already distributed to the selected class": When trying to distribute content to a class to which the content has already been distributed
1842 "The order is already distributed in class": When trying to distribute content to a class to which the content has already been distributed
9053 "Content already distributed to the user": When trying to distribute content to a user to whom the content has already been distributed

1896 "Licenses Maximum limit exceeded": When there are 0 remaining licenses when content is distributed
9031 "Insufficient License count": When there are 0 remaining licenses when content is distributed
9025 "License count exceeds the limit": When there are 0 remaining licenses when content is distributed

1174 "You have already saved a user by this name": When two users have the same first name, last name, or email and when being created
1928 "The specified user belongs to a different institute.": When attempting to add a user to an institute but the user already exists in another institute

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