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This article will help you troubleshoot the most common issues that occur when trying to log into the Portal. Before diving in, be sure to review How to log in to the Portal.

As always, don't hesitate to reach out to us directly at schoolsupport@newvisions.org for assistance.


Overview


Your email address is not on file with New Visions

If you see this error message it is usually because your principal or administrator has not yet created an account for you.

If you work at a school...

You'll need to reach out to your principal, who will need to follow the steps in this article to provision an account for you.

If you work at DOE central or borough office...

District staff accounts are managed by designated Portal administrators within DOE central and borough offices, with the exception of Superintendents, whose accounts are automated based on DOE source data (LCGMS). For other folks, the administrator who manages your account depends on the DOE office you work in. The best way to have this issue resolved is to reach out to us at schoolsupport@newvisions.org with your name, job title, DOE email address, and the DOE office you work in so we can direct you to the appropriate administrator.

If you work at a family shelter...

DOE family assistant accounts are managed by Regional Coordinators. Please reach out to your Regional Coordinator, or email us at schoolsupport@newvisions.org with your name, DOE email address, and shelter so we can direct you to the appropriate administrator.

Shelter CBO staff accounts are managed by DHS central. Please email us at schoolsupport@newvisions.org with your name, CBO email address, and shelter so we can direct you to the appropriate administrator.

If you work at a non-profit school support organization...

A staff member within your organization has been designated to manage Portal accounts. Please reach out to us at schoolsupport@newvisions.org with your name, job title, organization, and email address so we can direct you to the appropriate administrator.

Your account has not yet been provided access

This error means that you have a Portal account, but your administrator has not assigned you an access level. You'll need to reach out to the Portal administrator who manages your account. We can direct you to the appropriate administrator if you email us at schoolsupport@newvisions.org with your name, job title, organization, and email address.

Error logging in with gmail.com account

You cannot login to the Portal with a personal gmail.com account. Only school-based Google accounts are allowed. In order to login with Google, your Principal or administrator will need to add your Google email to your Portal profile (for more information see here).

Error entering DOE credentials

Sometimes users experience an error when entering their DOE credentials into the Department of Education Sign In page. If this happens try entering just your username, excluding the "@schools.nyc.gov" suffix, in the User name / Email field.

Blank screen

If you see a blank screen after successfully authenticating, it's usually because you are trying to login to the Portal on an unsupported browser, or and older version of Google Chrome. For the best user experience, you'll want to access the Portal from a Google Chrome web browser - version 57 or greater.

Follow these steps to update or install the latest Google Chrome browser.

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