Troubleshooting
Solutions to common issues teachers may encounter while using Celebra.
Account & Login Issues
Cannot access dashboard after login
Cause: Your account may not be verified yet.
Solution: Contact your principal to approve your registration. You'll receive an email once approved.
Forgot password
Solution: Click "Forgot Password" on the login page and enter your email to receive a reset link.
Account shows "pending" status
Cause: Principal hasn't reviewed your application yet.
Solution: Wait for principal approval or contact them directly.
Exam Results Issues
Important: Class Teacher vs Subject Teacher Permissions
Class Teachers have special privileges:
- Can post results directly to students in their class
- Can edit ANY exam column for their class, regardless of who posted it
- Have full visibility of all student data in their class
Subject Teachers have limited privileges:
- Cannot directly post results to students - must coordinate with class teacher
- Can only edit/update results for exams they personally created
- Should provide results to the class teacher for posting
CSV upload fails with "Student not found"
Cause: Admission numbers do not match registered students.
Solution:
- Verify admission numbers are correct
- Ensure students are registered and verified
- Check for extra spaces in CSV
Grades not calculating correctly
Cause: Score or total marks may be incorrect.
Solution:
- Verify total marks is set correctly
- Check scores do not exceed total marks
- Grades follow KNEC percentages
Cannot edit/delete results
Cause: You are a subject teacher trying to edit another teacher's results.
Solution: Subject teachers can only edit results they personally uploaded. If you need to update results posted by someone else:
- Contact the class teacher - they can edit any exam column
- Ask the original teacher who posted to make the update
- If you are the class teacher, you should have full edit access
Cannot post results to students (subject teacher)
Cause: Subject teachers cannot directly post to students.
Solution: This is by design. Subject teachers should:
- Prepare results and share with the class teacher
- The class teacher will then post results to students
- This ensures coordinated and accurate student records
Student Management Issues
Cannot edit student information
Cause: You can only edit students you personally approved.
Solution: Students approved by other teachers are read-only for you.
Student not appearing in class list
Cause: Student may not be verified yet.
Solution: Check the pending verification list and approve the student.
General Issues
Page not loading / slow performance
Solutions:
- Refresh the page
- Clear browser cache
- Check internet connection
- Try a different browser
Changes not saving
Solutions:
- Check for error messages
- Ensure all required fields are filled
- Verify internet connection
- Try logging out and back in
Need More Help?
If your issue isn't listed above:
- Contact your school administrator
- Email support at support@celebra.com
- Include screenshots and error messages when reporting issues