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Frequently Asked Questions

This is your source of help for the Jefferson County Public Schools (JCPS) Parent Portal. Please read through all Frequently Asked Questions (FAQs) before contacting JCPS via phone or e-mail. Most questions can be answered with the content listed below.

For a snapshot of the Portal (Microsoft PowerPoint file), click here: Portal Preview Presentation. Once the presentation is open, single-click your mouse anywhere on the screen to navigate from slide to slide.

Password Problems?

Click on the Problems Logging In? link on the login screen for a reminder. You must type in the e-mail address that is associated with your account to receive the reminder. If you don't have an e-mail account or are still having problems, please contact your child's school. If you are a JCPS staff member, please contact the person at your school who resets passwords (ask your principal if you are unsure who this is).

Help Setting Up an Account

The following documents (PDF files) can be saved and/or downloaded to your computer to assist you with using or setting up your account in the Portal:

Portal: Login (First-Time User)
Portal: Login (Returning User)
Computer Settings

Acceder al sitio de Parent Portal (Por primera vez)
Acceder al sitio de Parent Portal (Si ya tiene una cuenta)
La configuración del equipo

Accessing the Portal/Passwords

  1. Where do I log in to the Portal?
  2. I am trying to create my username for my account, and it says, "This username already exists." What do I do?
  3. I am trying to set up a password for my account, but it tells me, "Strong passwords are enforced, and this password must be 8 characters long." I don't understand what I am supposed to do.
  4. How do I get access to the Portal?
  5. When I put in my 32-digit Portal Activation Code, I get an error message.

What to do if ...

  1. I forgot my username and/or password.
  2. I have been locked out of the Portal. What happened, and what do I do now?
  3. It says that my account has been disabled.
  4. The reports won't display when I click on them, or I get an error message.
  5. I can access the Portal from one computer but have problems when I try to access it from another.

Miscellaneous

  1. What kind of software or computer is needed to use the Portal?
  2. When I click on the e-mail icon to e-mail a teacher, it asks for a password or wants me to install a program. What is the problem?
  3. When I click on the back button, I get an error message.
  4. I can't see any or some of my child's grades or class information.
  5. When I type in my username and password to log in to the Portal and click Submit, it says: "Page not Found."

Note:

If you have any of the following concerns, please contact your school. To find the phone number to the school, navigate to: http://www.jcpsky.net/Schools/Schools.html.

  1. My address is incorrect.
  2. One or more of the phone numbers listed are incorrect.
  3. I have questions about my child's grades. (Talk to your child first, and if you still have questions, contact his or her teacher.)
  4. I have questions about my child's attendance records.
  5. I am signed into the Portal, and my child is not listed.
  6. I have questions about my child's schedule.

Where do I log in to the Portal?

  1. Go to the JCPS home page: http://www.jcpsky.net.
  2. Click on Parents.
  3. Click on Parent Portal.
  4. Click the green bar to read the entire Acceptable Use Policy; then click on I agree.
  5. Click on the button for the area you'd like to access.

You also can download one of the Portal Login documents for detailed directions and illustrations.

I am trying to create my username for my account, and it says, "This username already exists." What do I do?

Select another username, and try again. The username you selected is already in use by someone else. There cannot be two users with the same username even if their passwords are different. Your username should contain only numbers and/or letters. When creating your password, don't forget that they are case-sensitive, must be at least 8 characters, and must contain at least one special character (!@#$%^&*?~=) or number (1234567890).

I am trying to set up a password for my account, but it tells me, "Strong passwords are enforced, and this password must be 8 characters long." I don't understand what I am supposed to do.

Passwords:

  • Are case-sensitive (the case you create your password in [upper or lower] must be the case you type in each time you log in).
  • Must be at least 8 characters in length.
  • Must contain letters and at least one special character (!@#$%^&*?~=) or number (1234567890).
  • Should not contain any parts of your name or your username.

How do I get access to the Portal?

You must be a legal parent/guardian of a student at a JCPS school. If you are not already indicated at the school as the legal parent/guardian, you must provide a valid ID with proof of guardianship. Schools will be signing up parents/guardians for the Portal at different times throughout the school year. Be on the lookout for events that will allow you to come to the school and sign up for the Portal. Please contact your child's school for more information on accessing your child's information online via the Portal.

When I put in my 32-digit Portal Activation Code, I get an error message.

You must enter the code exactly the way it is shown. For example, if the letter "o" is in the code and you type in the number "0" instead of the letter, it will see it as incorrect.

I forgot my username and/or password.

There is a link on the Portal login page that reads Problems Logging In? Click on that link, and then enter in the e-mail address that is associated with your account for a reminder of your username/password. If you don't have an e-mail address associated with your portal account or are still having problems after this, please contact your child's school. If you are a JCPS staff member, this link will not work for you and you will need to contact the person at your school who resets passwords (ask your principal if you are unsure who this is).

I have been locked out of the Portal. What happened, and what do I do now?

After five unsuccessful login attempts, your account will be disabled and you will be locked out of the Portal. Please contact your child's school to get your account reset. If you are a JCPS staff member, please contact the person at your school who resets accounts (ask your principal if you are unsure who this is).

It says that my account has been disabled.

After five unsuccessful login attempts, your account will be disabled and you will be locked out of the Portal. Please contact your child's school to get your account reset. If you are a JCPS staff member, please contact the person at your school who resets accounts (ask your principal if you are unsure who this is).

The reports won't display when I click on them, or I get an error message.

  • To access the reports in the Portal, you will need to have Adobe Reader 7 or higher. You can download the latest version of Adobe Reader for free from the following site: http://www.adobe.com/products/acrobat/readstep2.html.
  • Popup blockers (Windows Popup Blocker, Google Toolbar Popup Blocker, Yahoo Toolbar Popup Blocker, etc.) will block reports from being viewed even if you have Adobe Reader 7 or higher installed. Be sure that you either turn your popup blockers off or choose an option to always allow the JCPS Parent Portal to bypass the popup blocker.
  • If you have a symbol in your username that is not a letter or number, it may prevent you from viewing reports and other Portal data. Your username should contain only numbers and/or letters.

I can access the portal from one computer but have problems when I try to access it from another.

There could be many reasons for this. Here are a few things to check:

  • Check the computer settings to see if they are set appropriately to view the Portal.
  • Some companies set security to block Web sites, and if this is so, you may not be able to view the site at your work. (You might be able to check with the Information Technology person at your place of employment regarding this.)
  • Your popup blocker may be blocking the Portal. If so, you will need to either turn the popup blocker off or accept the page to bypass the popup blocker.

What kind of software or computer is needed to use the Portal?

Check the following settings or view/download the following document for directions.

  1. Computer: Any computer capable of running Firefox or Internet Explorer 6.0 or higher--Macintosh or Windows.
  2. Software: Internet Explorer 6.0 or higher (free download from http://www.microsoft.com) or Firefox (free download from http://www.mozilla.com/en-US/firefox/)
  3. Internet Connection: A 56K modem speed or higher is recommended. Dialup will result in slower connection/processing of the Web page. Note: If you are using AOL dialup, it doesn't use Internet Explorer as a browser. You must open up Internet Explorer to access the Portal.
  4. Monitor: A monitor with at least 800x600 resolution is recommended. (The higher you set the resolution, the more you will see on your screen.)
    1. If you have Windows XP or lower: Right-click on your desktop, and left-click on Properties. Then click on the Settings tab to set your resolution.
    2. If you have Windows Vista: Right-click on your desktop, and left-click on Personalize. From this screen, select Display Settings to set your resolution.
  5. Adobe Reader: To access reports in the Portal, you will need Adobe Reader 7. It is a free download at http://www.adobe.com/products/acrobat/readsetp2.html.

When I click on the e-mail icon to e-mail a teacher, it asks for a password or wants me to install a program. What is the problem?

When you click on the e-mail icon, if your e-mail program is set as the default program in your computer, your e-mail will automatically open a new message for you to send to the teacher. If the program does not open, your computer doesn't have a default e-mail set up. Open the Control Panel on your computer, and go to Internet Options and then Programs to check your e-mail selection.

When I click on the back button, I get an error message.

The back button does not always work with Parent Portal. Use the outline pane on the left side of the Portal page instead to navigate around the Portal.

I can't see any or some of my child's grades or class information.

The teacher(s) who teach the class(es) you are viewing may be using another program to record student assignments and grades. If they are using another program, the only time you will see student grades in Parent Portal is at the end of the term(s) when they are posted.

When I type in my username and password to log in to the Portal and click Submit, it says: "Page not Found."

You may not be able to view the Portal if your browser settings for privacy and security are set too high. Check these settings by going to Tools and then Internet Options.


Last modified March 26, 2014