The 3 main causes of this error are the Query, Student/Parent relationships in The Education Edge and BBNC account to Education Edge record linking.  The [Problem] sections below will walk thru the best way to identify where the issue exists.

[Problem 1]: Query
The form uses a query of students and the student is not listed in the query 
  1. Login to Blackbaud NetCommunity/Online Campus Community as a supervisor
  2. Click on Site explorer > Forms
  3. Click the pencil icon to edit the desired reenrollment form
  4. Click on the Login tab
  5. Under the Students to include section
    1. If the All Students option is already marked skip to [Problem 2]
    2. If the Students in query option is selected (Note the query in use)
  6. Mark the All students option
  7. Click Save
  8. Test the Reenrollment form again to see if the student is now available  
    If the student does not show skip to [Problem 2]
    If the student is now available, the issue is with the query. 
     
  9. Login to The Education Edge > Registrars Office Module
  10. Click on Query
  11. Open the query listed on the reenrollment form noted above
  12. Run the query and verify the student is listed in the Results tab
  13. Make any needed edits to ensure that the student is in the results tab of the query in use.
  14. Return to the Login tab of the form in BBNC
  15. Mark the Students in query option
  16. Search for the query and add it back to the form, Save and close
     NOTE:  If no changes were made to the query and the student now shows there may have been a communication issue between BBNC and The Education Edge.  The act of removing the query, saving the form and then adding it back in can repair that connection problem.

[Problem 2]: BBNC to Education Edge link
The BBNC account and the Education Edge record are not connected correctly
 
  1. Login to Blackbaud NetCommunity/Online Campus Community as a supervisor
  2. Go to Users & security > Users
  3. Filter on the username used by the parent
  4. Click the pencil icon to edit the desired account
  5. Scroll to the bottom of the account information
    1. Under the Role memberships we should see a section called Education Edge Linked Record Information
    2. If no record is listed, the BBNC account is not seeing the Education Edge record and it is unable to return the student information
  6. In The Education Edge > Records
  7. Open the Individual record that should be linked to the BBNC account
    Note: We should see that the Education Edge fields for User ID and Password are editable, this tells us that the Education Edge record and BBNC account are not connected
  8. Go to Query
  9. Create a new Individual query that contains the problem record
  10. Go to the NetCommunity plugin
  11. Click the option to Add users to NetCommunity
  12. Run the utility using the new query created above
  13. There should be a failed record that we can now link to the BBNC account
  14. This will connect the Education Edge to the existing BBNC account

[Problem 3]: Student/Parent Relationships
The relationship information on the student record is setup incorrectly
  1. Login to Blackbaud NetCommunity/Online Campus Community as a supervisor
  2. Go to Site explorer > Forms
  3. Click the pencil icon to edit the desired reenrollment form
  4. On the Login tab, Under the Reenroll as section
    Note all marked options in the Select the relationships who can reenroll on behalf of students: box
  5. In The Education Edge > Records > Students
  6. Open the student record that should be available for reenrollemnt
  7. On the Relationships tab, check the Relationship information for the user that is trying to fill out the form. For more information on making sure this is set up properly
    The Relationship column should contain a relationship type that is defined on the reenrollment form noted above
  8. Highlight the row for the relationship
  9. Click Open Relation's Record
    You should see the same record (User ID and Password) tested in [Problem 2]


[Problem 4]: Everything else

  1. The student record in The Education Edge does not have an applicant view
    Records that are imported directly as students or created manually as students will not have an Applicant View of the record.  The system is designed to start with an applicant record and then that applicant record is enrolled as a student.  The Online Reenrollment form needs the applicant view of the record to be able to function
    1. Login to The Education Edge, Registrars Office
    2. Go to Records, Students, Open the student record that should be available for reenrollemnt
    3. Click Student > Switch View > Applicant (Admissions Office). The icon for switching record views should not be grayed out for the Applicant (Admissions Office) view
      1. If Applicant is greyed out Create an applicant view of the student record 
        NOTE: Running the Mark for Reenrollment is not required for relationships to fill out an Online Reenrollment form.  Having a Student Progression Entry is not required to fill out an Online Reenrollment form. 
  2. Delete the Reenrollment form from the form display part. Add the form back.
  3. If after following all steps above and still receiving the error message, try clearing the browser cache and reloading the Online Reenrollment form page.
  4. Create a query to find the individual's record, and run the add users utility to refresh the NetCommunity user's link to the EE record.

See also: The Reenroll link is showing but it is not active