Troubleshooting & Support

First checks before contacting support

• Confirm you are working in the correct Academic Year.
• Refresh the page and repeat the action once.
• Check that the required Class, Section, Subject, Fees Group or Examination setup exists.
• Confirm your user role has access to the feature.
• If an action button is missing on a small screen, click the + beside the row to reveal hidden columns and actions.
• Record the exact error message and the page where it occurred.

When marks or report cards do not look correct

Check the following in order:

1. General Settings → Result Type is set to 100 %Mark where required.
2. The correct Exam Type exists.
3. The class and subjects were included in Exam Setup.
4. The configured class/exam percentage split matches the school's policy.
5. Marks were entered under the correct Exam, Class, Section and Subject.
6. Remarks were entered where required.
7. Report Display Settings are not hiding the item you expect to see.

Use the Examination & Results guide to review the full workflow.

When a fee balance looks wrong

1. Open the student's Collect Fees page and review all billed items.
2. Confirm the bill belongs to the correct Fees Group / term.
3. Review payment entries, discounts, arrears, advances and carry forwards.
4. Check whether the student was billed through Quick Fees or an Individual Bill.
5. Compare the student's fee statement with Collection, Balance and Arrears reports.

Do not create a duplicate bill only because a balance looks unexpected. Verify the existing bill and payment history first.

When SMS or WhatsApp is not sending

1. Check the school's SMS units or WhatsApp wallet balance.
2. Confirm the recipient's phone number is valid.
3. For bulk WhatsApp, use an approved template and complete all required template variables.
4. Confirm an active WhatsApp sender is assigned to the school.
5. For large SMS/email lists, use Safe Batch Sending.
6. Review the communication log before resending.

Official JestEdu Support

JestEdu is developed by Jhuxtello iTech Solutions.