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Infinite Campus: Help with Errors & FAQs

Help with Campus Portal Errors & FAQs

Web Portal and Mobile App

"Could not authenticate user"
or "Username, or password is incorrect".

► This error means your username and password don't match or are not recognized.

► If using the Mobile App, verify that your username and password work on the Web Portal.

If you need to create an account or reset your username/password, contact Salem IT at 603-893-7069 x5700.


"Your account needs attention..."

► Login to the Web Portal in your browser.

► If prompted, complete the CAPTCHA to login.

► Return to Mobile App and verify successful login.


"Could not connect/complete data retrieval

► Check to make sure your device is connected to the internet.

► If the error persists, try the following:

  • Uninstall the Campus Mobile Portal App.
  • Reboot your device.
  • Reinstall the Campus Mobile Portal App.
  • Attempt to login to the app.


Why can't I see all my children?

► Do you have your own account or are you using your child's login?

You should have your own account. This allows for your Campus person record and the relationships set up between you and your children to connect properly in the Web Portal & Mobile App.  Ask your school for your own account.

When you log in you should see your name at the top of the page.  If you see another name here, you know the user account that you’re using is tied to the other person’s record.

► Are you set up with your school as a portal contact/guardian?

The relationship recorded in Campus between you and your child needs to be set up to include Portal access.  This allows you to view your child’s information in the Portal and Mobile App.   Your school manages this setting; only they can fix this if the setting is not turned on.  Please contact your school to fix this. 

► Did you click a menu item other than the Message Center?

The opening screen (Message Center) includes information for all your students. Clicking on any of the other left menu items will result in information specific to your student. If you have more than one student in the district, you can switch between them using the icons in the upper right corner of the screen.

Missing data?

► Try a manual refresh of your data. This will force a full resynchronization of data from the server. If that doesn't work, try stopping the app or even reinstalling the app. You can stop the app by:

  • On iOS: double-press the home button. Swipe right-to-left, find the Mobile Portal App and swipe it up.
  • On Android: press the "recent apps" button (it's the rounded-corner square one on the lower right), swipe to find the Campus Portal App and touch the "X" to remove the app from running apps.


Managing Notifications

The Mobile App offers three main notification types: attendance, final grades and assignment scores. When enabled, anytime these pieces of data are created or modified  you’ll receive a notification.

► You can turn these on or off within the Mobile App Settings.

► You may also want to review the notification settings on your device itself. iOS and Android both offer settings to review your notification configuration. Features like "Do Not Disturb" will quiet notifications for a period of time.