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.
  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
      • If the All Students option is already marked skip to  # 2 BBNC to Education Edge link​
      • If the Students in query option is selected (Note the query in use) and continue with next step below
    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 # 2 BBNC to Education Edge link​
      • If the student is now available, you confirmed the issue is with the query and will need to troubleshoot 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.
  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
      • Under the Role memberships we should see a section called Education Edge Linked Record Information
      • 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
  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. Confirm the Relationship and Reciprocal relationship​ are set up properly
      • Note: ​​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 # 2 BBNC to Education Edge link​
  4. ​​​Student Record is missing Applicant View
    • ​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 may 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. Access The Education Edge > Registrars Office
    2. Navigate to Records > Students
    3. Open the student record that should be available for reenrollemnt
    4. Click Student > Switch View > Applicant (Admissions Office). 
      • Note: The icon for switching record views should not be grayed out for the Applicant (Admissions Office) view
      • 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. 
  5. Additional Troubleshooting
    • Delete the Reenrollment form from the form display part. Add the form back.
    • 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.
    • If after following all steps above and still receiving the error message, try clearing the browser cache and reloading the Online Reenrollment form page.

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