Get Informed: Frequently Asked Questions"

Attendance(Bio-Metric)

Q: Why am I getting errors while placing my finger on the biometric reader?

Ans: If you are encountering errors when placing your finger on the biometric reader, it could be due to dirt or moisture on your hand or you are punching the wrong finger. To resolve this error, please sanitize your hands and try again with the correct finger. If you continue to face issues, please write an email to [email protected] for further assistance.

Q: I have punched my finger but it still shows me as absent in SARS.

Ans: This issue might be related to the timing of your punch. Students must punch their fingers at the biometric machine within the faculty's designated initiation times. If the faculty initiates the attendance process twice, students must punch their fingers twice within those initiation times. If a student only punches once when two punches are required, it will be considered as absent. If you need more assistance, please contact the IT helpdesk.

Q: How do I validate the attendance punch time?

Ans: To validate your attendance punch time, follow these steps:

Go to the SARS (Student Attendance Record System) > Select the respective course.

In the course details, you will see both the faculty initiation times and the student punch times.

If your punch time is either before or after the faculty initiation time, you will be marked as absent. If you need further assistance, please contact the relevant administrative office.

Q: Why is my attendance percentage not showing correctly?

Ans: For issues related to incorrect attendance percentages, please contact the Office of the Dean of Academics. They will be able to assist you in resolving any discrepancies and ensure that your attendance records are accurate.

Q: I am unable to punch my finger because I have some medical issues or finger skin issues.

Ans: If you are unable to punch your finger due to medical issues or skin problems, please reach out to the Office of the Dean of Academics. They will guide alternative methods for recording your attendance and address any concerns you may have.

Net-ID

Q: I want to set up my Net ID password. Please help me set it.

Ans: If you want to set up your Net ID password then, please follow the link provided below to reset your password. If you encounter any issues during the process, you can reach out to the IT helpdesk for further assistance. [How to setup your NetID and create the new password (for First time users)]

Q: I want to change my Net ID password. Please help me change it.

A: To change your Net ID password, please follow the link provided below to access the password reset page. If you encounter any issues during the process, you can contact the IT helpdesk at [email protected] for further assistance.[How to change your Net ID Password]

Q: I forgot my Net ID password. Please help me reset it.

Ans: To reset your Net ID password, please follow the link provided below. If you face any issues during the process, write to [email protected] for further assistance. [How to reset your Net ID Password]

Q: I am entering the correct/valid username and password, but still, I'm not able to log in; it shows some error.

Ans: If you're encountering this error, it's likely because you've entered the wrong username or password multiple times, resulting in your account being temporarily blocked for security reasons. Please wait for 10 to 15 minutes and try logging in again. If the issue persists after waiting, double-check your username and password for accuracy. If you continue to experience problems, consider resetting your password or contacting the IT helpdesk for further assistance.

Note: Your email ID password will not work to login to the SNU Portal. Email ID passwords are exclusively for accessing your email account.

Q: I want to understand the difference between Net ID and email ID.

Ans: Your Net ID and password are used to access all the applications for which you have permission, including logging into systems if you are staff. On the other hand, your email ID is used exclusively to access your Gmail account. Essentially, the Net ID provides broader access to various institutional resources, whereas the email ID is specific to your email services.

Q: I want to know about the validity of Net ID Password?

Ans: The validity of the Net ID password is typically 90 days. This means that you will need to change your Net ID password every 90 days to maintain security and compliance with the institution's password policies. It's essential to regularly update your password to help protect your account from unauthorized access and security breaches.

If you have any further questions or need assistance with your Net ID password, feel free to contact the IT helpdesk for support.

Wi-Fi

Q: I am unable to connect to the Student Wi-Fi.

Ans: To connect to the Student Wi-Fi network, please refer to the following links for instructions Configuration of Wifi for Students.

Q: I am unable to connect to the Guest's Wi-Fi.

Ans: To connect to the Guest's Wi-Fi network, please refer to the following links for instructions Configuration of Wifi System for Guest.

Q: I am not getting the student SSID?

Ans: If you are unable to detect the student SSID (Service Set Identifier), please ensure that your device's Wi-Fi is turned on and that you are within range of the network. If you still cannot see the student SSID, try the following steps:

Refresh the list of available Wi-Fi networks on your device.

Move closer to the area where the student Wi-Fi is typically available.

Restart your device and try again.

If the issue persists, contact the IT helpdesk for further assistance.

Q: I am experiencing internet speed issues?

Ans: If you are facing internet speed issues, there are several steps you can take to troubleshoot:

Check your Wi-Fi signal strength: Ensure that you have a strong Wi-Fi signal by moving closer to the router or access point.

Test the speed: Use an online speed testing tool to measure your internet speed. If the speed is significantly lower than what you expect, there may be an issue with your connection.

If the issue persists, contact to IT Department to check for any network outages or issues on their end.

Digii

Q: Why am I getting the “Invalid URL. Please try again.” error message?

Ans: The "Invalid URL. Please try again." error message typically occurs when there is a mistake in the URL you entered. To resolve this issue, please double-check the URL for any typos or errors. Ensure that you are entering the complete and correct URL without any spelling mistakes or missing characters. If the issue persists after verifying the URL, try closing the app completely and restarting it. This can help reset the app and clear any temporary issues that might be causing the error.

Q: Why am I not seeing the “+ New Request” button?

Ans: If you are unable to see the “+ New Request” button, it could be due to a connectivity issue. First, check your internet connection to make sure you are connected to the internet. You can try enabling and disabling your mobile data or Wi-Fi to refresh the connection. If the problem continues, it might be a good idea to restart your device or check if the app needs any updates that might fix this issue.

Q: Why am I not seeing the QR code?

Ans: The QR code will appear only after the request has been successfully generated. If you do not see the QR code, likely, the request has not been completed. Please go back and verify that you have filled out all necessary fields and submitted the request correctly. Once the request is successfully generated, the QR code should appear. If it still doesn't show up, try refreshing the page or restarting the app.

Q: Why am I getting the “Not Approved” message when the request was approved from the parent account?

Ans: Receiving a “Not Approved” message despite having approval from the parent account can happen if there is a mix-up between accounts on the same device. To avoid this, do not switch between the parent and student accounts on the same mobile device. Each account should be accessed separately to ensure that the request processes correctly. Switching accounts on the same device can cause the system to not recognize the approval properly.

Q: Why are the details not fetching via QR code or showing an invalid QR code?

Ans: If the QR code is not fetching the details or is showing as invalid, it may be due to the QR code expiring or an intermittent issue with the connection. Please refresh the QR code every 30 seconds until the process is complete. This ensures that you are using a current and valid QR code. If the problem persists, ensure that your device has a stable internet connection and try again.

Q: Approval was given but is not shown in the student account.

Ans: If the approval is not showing in the student account despite being given, it might be related to the use of a dual SIM phone. Check which SIM received the approval message. It is important to give approval using the registered mobile number associated with the account. Only approvals given with the registered number will be processed and shown correctly in the student account.

Q: Where can I check the details of my ward’s request?

Ans: You can check the details of your ward’s request through the Coll Poll app. To do this, open the app and click on the Bell Icon. Then, select the Latest Request from the list. You will be able to see the current status of the request and follow step-by-step detailed information about it. This will help you stay updated on the progress and any necessary actions.

Q: I want to change my parent’s mobile number in Coll Poll.

Ans: To change the registered mobile number for a parent in Coll Poll, you need to visit the registrar's office. Inform the registrar of the new mobile number that should be updated. The office will process your request, and within 24 to 48 hours, the new mobile number will be automatically updated in the Coll Poll system. Make sure to check back after this period to confirm that the change has been made.

Q: I want to change my parental account from father's to mother's.

Ans: If you need to change the parental account from the father's to the mother's, you should contact the Office of the Dean of Students. Explain your request to them and provide any necessary details or documentation they might require. The office will guide you through the process and make the necessary changes to update the parental account information accordingly.

Note: If you have any questions or encounter any issues, please do not hesitate to contact our support team at [email protected]. We are here to assist you and ensure a seamless experience with the Coll Poll application.