Troubleshooting Access to Panorama Student Success ( for District/School Users and Teachers)

Below are some common issues related to staff access to Panorama Student Success. If you have a question or experience an issue not listed below, please the Iowa support team at [e-mail].

I’m not sure if I have an EdPortal account

Instructions for checking are in Step #1 of the Quick Start Guide to User Access and also under Training on the EdPortal home page.  If you have any problems checking, contact EdPortal support at: [e-mail] or 515-725-2040.

I can’t log in to my EdPortal account

Contact EdPortal for assistance: [e-mail] or 515-725-2040. Contact information for the EdPortal team is on the homepage of EdPortal and also on the last page of the Quick Start Guide for User Access.

I don’t remember my username or password for EdPortal

Instructions for retrieving those are linked in Step #1 of the Quick Start Guide to User Access and also under Training on the EdPortal home page. If you can’t retrieve them using your security question, contact EdPortal support at: [e-mail] or 515-725-2040.

I have two EdPortal accounts, which one do I use?

You will only be able to use an EdPortal account that has your school email address to access FastBridge or Student Success. Please contact the EdPortal team to let them know you have multiple accounts and they will advise you on the next steps to remove any unnecessary accounts.  Contact EdPortal support at: [e-mail] or 515-725-2040.

I received an email that my role request was denied

District/School staff should never request a FAST (for FastBridge) or MTSS (for Panorama Student Success) role in EdPortal and will always be denied. Access to those systems is controlled by the assignment of the FAST or MTSS roles in your district’s student information system. Please work with your SIS data entry person to complete Step #2 of the Quick Start Guide to User Access

I don’t have a FastBridge/Panorama Student Success link in EdPortal

Make sure you select the correct building name in the upper right corner of EdPortal; it’s required for the proper links to populate on the toolbar. District Managers may select the district name.

Still no link? Here’s what to check:

• Are you selecting the correct building in the upper right hand corner of EdPortal? If you do not have a district level user role, you must select the building.
• Are you in the right account? Make sure the account you’re in has your district email address. In some circumstances, users may have two EdPortal accounts. ONLY accounts with district emails will ever have FastBridge/Panorama Student Success access.
• Do you have a FAST (for FastBridge) or MTSS (for Panorama Student Success) user role assigned in the district student information system (SIS) at a valid building? Please check with your SIS data entry person to confirm.
• Does the email in the district’s SIS and the email on your EdPortal account match exactly? You can check your EdPortal account but will need to work with your SIS data entry person to confirm what they have entered there.
• Have you logged into your EdPortal account at least once since it was created, and
• Has it been at least a day since you logged into your EdPortal account for the first time?
• None of the above? For Fastbridge, please email [e-mail]. For Panorama Student Success, email [e-mail].

I click the FastBridge link in EdPortal and receive an error message.

If the error message says: "We're sorry, there was an unexpected error while trying to process your request," or “We're sorry. An error occurred while processing your request. Error code: *********. Please try again.” 

The most common cause is that your access has been disabled in FastBridge. To resolve, contact your FAST District Manager. They can go to Manage Staff and check all account types associated with your email address to find the one showing the login disabled.

I click on the FastBridge link in EdPortal and it redirects me to a FastBridge Learning login page

Confirm that your browser is set to allow cookies from FastBridge. If those cookies are disabled, you’ll be unable to connect to FastBridge and will see the FastBridge Learning login page instead.

I don’t see any students when I log into FastBridge

Here’s what to check:

• Does the email address in your EdPortal account match the email address in your district’s student information system? If the email addresses do not match but you already had access to FastBridge, you can’t see your rostered students. 
• Work with your student information system data entry person to confirm that students are properly scheduled into courses assigned to me in the district’s student information system. Note: This is for Classroom Users (teachers). Teachers can’t see students unless they’re rostered via at least one class schedule.

I tried to reset my FastBridge password but when I get the email and click on the link, it says my account is expired.

This happens when you try to log directly into FastBridge or reset your password there. Access for Iowa users is via EdPortal. You can reset your password in the EdPortal login dialog. You may already be set up with access via EdPortal. Follow the instructions in step 4 of the quick start guide linked below, to log in and confirm.

Quick Start Guide for District/School Users

Quick Start Guide for AEA Users

If you find that you don't have access via EdPortal, please follow steps 1-4 in the quick start guide to get setup. There should be a person (or multiple people) who help facilitate setup in your district.

I received a message that says “Set up single sign-on” after clicking on Panorama Student Success

Staff in districts using Panorama's SEL survey product may receive an additional message to "Set up single sign-on" when accessing Student Success via the Iowa EdPortal for the first time (see visual below). Not all users will receive the message but if you do, please check your email for a link from Panorama and follow the instructions provided in the email. This extra step only needs to be completed once to securely connect your Panorama account to EdPortal.