Overview
The Campus Support Team is here to assist with product-related questions and issues, focusing on the tools and features developed by Infinite Campus. Support is available for all versions of Infinite Campus, and customers should follow the minimum operating platform requirements for optimal performance.
Support includes troubleshooting and guidance on all Infinite Campus products, but does not cover:
- Customizations: Modifications, custom features, scripts, or integrations outside standard product functionality.
- Policy Guidance: Interpretation or recommendations related to district, state, or organizational policies.
- Third-Party Tools: External applications or plug-ins (e.g., browsers, printers, Adobe, Java).
- Professional Services: Training, consulting, data services, or specialized technical assistance. These may be referred to our Professional Services team or trusted business partners. Details on these services are provided below.
Referral to Your State Department of Education
Campus Support will refer a District/PSU to the appropriate State Department when:
- A policy decision or interpretation is needed that falls outside of the authority of Infinite Campus.
- The inquiry pertains to data standards/data entry required by the State Department.
- The issue involves data managed within the state edition (e.g., state-published Ad Hoc reports or state course code data).
- A new state reporting requirement is requested without a clearly defined source of truth.
- A potential issue has been identified in a localized state report; however, it currently lacks sufficient documentation to confirm and validate it as a bug.
- The issue involves third-party vendors.
Professional Services
In addition to the Campus Support Team, several specialized teams offer professional services to help districts maximize the value of Infinite Campus products:
- Technical Services
Assists with data modifications, imports/exports, and custom reports tailored to meet your district’s specific needs. - Campus Training
Provides comprehensive training to empower your staff to use Infinite Campus tools effectively and confidently. - Business Consulting
Enhance your use of Campus, streamline processes, reduce redundant data entry, and save staff time. Business Consulting guides you in evaluating current practices and implementing improved or new workflows. - Channel Partners
Infinite Campus partners with trusted local organizations to deliver products, professional services, and support. Channel Partners operate as regional extensions of Infinite Campus, with dedicated teams for customer acquisition and support.
If one of these teams performs work for your district, they will also provide support for that work. For questions about these services, your district’s Authorized Contact should reach out to your designated support team.
User Accounts
Password resets
Managing user account credentials is the responsibility of each district. For security reasons, Campus Support does not perform password resets or manage account credentials.
If a password reset is needed, users should use the Password Reset functionality or contact a district administrator or Authorized Contact.
If the request involves a district admin or Authorized Contact, they should either use the Password Reset tool themselves or reach out to another admin or Authorized Contact within the district for assistance.
Running the Product Security Role Report for the Student Information System role will clarify who at the district can perform password resets.
User account management when using SSO or LDAP
Note that some governing agencies, such as the North Carolina Department of Public Instruction, do not allow use of Local Campus Authentication. Ensure you comply with your governing agency's security practices.
Single Sign-On (SSO) accounts
Admins and Authorized Contacts should have a contingency plan in place in case their Identity Provider (IdP) experiences issues that prevent SSO access. We recommend creating a secondary user account under your personal record that uses an alternative authentication method—such as LDAP or Local Campus Authentication—and securing it with Time-Based Multi-Factor Authentication (TOTP).
When a user account is configured with the SAML (SSO) authentication type, the User Account screen will display “Password Reset Unavailable.” This is because the password is managed by your Identity Provider, not within Infinite Campus.
LDAP accounts
Admins and Authorized Contacts should have a contingency plan in place for site access in the event your district's LDAP server has an issue that makes it impossible to sign in through LDAP. To ensure uninterrupted access, we recommend creating a secondary user account under your personal record that uses a different authentication method—such as SAML (SSO) or Local Campus Authentication. We recommend securing this account with Time-Based Multi-Factor Authentication.
When a user account is configured with the LDAP authentication type, the User Account screen will display “Password Reset Unavailable.” This is because the password is managed by your district’s Identity Provider, not within Infinite Campus.
Access to Non-Production Sites (Sandbox, Staging, Training)
Local Accounts in Non-Production Sites
After a site refresh, user credentials in non-production environments (e.g., Sandbox, Staging, Training) will default to match those in Production at the time of the refresh. If it has been a while since the last refresh, consider asking your Authorized Support Contact to refresh the environment to ensure credentials are current.
If an admin or Authorized Contact is unable to access the Sandbox, the request should be directed to another admin or Authorized Contact within the district. Running the Product Security Role Report for the Student Information System role can help identify who in the district has the ability to perform password resets.
SSO Accounts in Non-Production Sites
This section applies only when your district's Identity Provider uses a different IDP certificate in its production SSO app than in its non-production SSO app and/or requires an SP certificate.
This section does not apply to North Carolina users.
Post-Refresh Access in Non-Production Environments
After a site refresh, an admin must log into the non-production environment using a non-SSO account (such as an LDAP or Local Campus Authentication account) to complete a required step that reinstates access for other SSO users.
If no admin has previously created a non-SSO account for this purpose, the following steps should be taken:
- Create a non-SSO account (LDAP or Local Campus Authentication) for yourself in the Production environment.
- Ask your Authorized Technical Contact to refresh the non-production environment again.
- Use the newly created non-SSO account to log into the non-production site and complete the necessary step.
We strongly recommend securing this backup account with a Time-Based Multi-Factor Authentication (TOTP) to maintain security.
Ad Hoc Reporting
Ad Hoc Filters
The Ad Hoc Reporting tools are a way to select certain fields located throughout the product and place them in one central report. The result can be used as a report or as a filter that's used by other tools in the product to determine or limit what people or classes that tool affects.
Options Available for Ad Hoc Filters
| District | District can:
|
| Campus Support | Campus Support can:
Campus Support does not offer Ad Hoc creation, training, or consultation. |
| Campus Technical Services | Campus Technical Services can:
Services provided by the Campus Technical Services team are supported by Technical Services pursuant to the established maintenance plan. |
| Campus Training | Campus Training can:
|
Pass-Through SQL Queries
The Pass-Through SQL Query option within the Ad Hoc Filter Designer tool is a way to create a filter that returns a list of specific people or classes that meet more complex logic conditions using the SQL scripting language.
The Pass-Through SQL Query tool is a self-service filter-building tool for users with an understanding of SQL scripting and knowledge of the Campus data schema. Campus Support does not offer SQL consultations. (See SQL Scripting for options on SQL training and custom report creation.)
Sample Pass-Through SQL Queries created by Campus are maintained by Campus (Technical Services).
Ad Hoc Filter Performance and Timeouts
To maintain optimal system performance, Infinite Campus recommends designing reports and scripts with a narrow initial scope, expanding only as needed. While complex Ad Hoc filters may return successful results, they can place significant strain on the SQL instance, potentially affecting overall site performance.
To safeguard against performance issues, Ad Hoc filters are subject to timeout limits. Filters that initially complete just under the timeout threshold may begin to fail over time as district data grows or system load increases. This built-in timeout helps prevent filters from pulling excessive data and causing sitewide slowdowns.
Options Available for Ad Hoc Filter Performance Issues and Timeouts
| District | Short-Term RemediationsDistricts can take the following steps to improve performance and reduce timeouts:
Long-Term StrategyWhile the Ad Hoc Query Wizard is a convenient entry-level tool, it’s not ideal for large-scale data retrieval. Ad Hoc filters pull from database views, which are easier to use but less efficient than direct queries on database tables. For better long-term performance:
|
| Campus Support | Campus Support can:
|
| Campus Technical Services | Campus Technical Services can:
Services provided by the Campus Technical Services team are supported by Technical Services pursuant to the established maintenance plan.
|
| Campus Training | Campus Training can:
|
Ad Hoc Filter Designer vs. Data Validation Report
There is some overlap between the capabilities of Ad Hoc Filter Designer and the Data Validation Report tool. Here's guidance on when to use which:
The Ad Hoc Filter Designer tool is great for quick, flexible data queries. It's ideal for interactive use or exploring data on the fly. However, because it runs in real time, large or complex queries can cause timeouts, making it less ideal for heavy or widely-used reports.
The Data Validation Report tool addresses this by running Ad Hoc queries in the batch queue, allowing for background processing and better performance on large datasets. Like Ad Hoc, validation reports can be shared with user groups, but they’re better suited for recurring reports or those accessed by many users. When building a report intended for broader use, it's generally best to use the validation tool.
SQL Scripting
(Data Extract Utility, Task Scheduler, Pass-Through Query Editor within Ad Hoc Reporting, SSRS Reporting, Events and Actions)
Structured Query Language (SQL) is a scripting language for accessing and manipulating data in a database, like the one that powers your Infinite Campus site. Some Campus tools can be enhanced or driven by SQL queries, but writing and managing SQL scripts requires an advanced skill set.
SQL scripts—including extracts and stored procedures—are supported by the individual who created them. For assistance, coordinate directly with the author. This may include scripts obtained from another vendor, district, forum post, or external source.
Options Available for SQL Scripting
| District | Districts can take the following steps to ensure effective and optimized SQL scripting:
|
| Campus Support | SQL consultation is not a service offered by Campus Support. Campus Support does not rewrite existing queries or advise on SQL written by others. |
| Campus Technical Services | Campus Technical Services can:
Services provided by Technical Services are supported by Technical Services pursuant to the established maintenance plan when Technical Services has worked with your district to develop any of the following:
|
| Campus Training | Campus Training can:
|
Query Optimization
Poorly optimized SQL queries can lead to performance issues, including strain on system resources and tempDB errors. If a script not authored by Infinite Campus is causing such issues, please contact the original author to review and optimize the query.
Options Available for Query Optimization
| District | A common cause of performance degradation is overreliance on database views. While views are convenient, they often introduce additional logic and unnecessary reads. For better performance, query database tables directly whenever possible. For more guidance, refer to the SQL Performance Tips section of the Campus schema documentation. |
| Campus Support | Infinite Campus Support does not rewrite or advise on SQL scripts written by others. |
| Campus Technical Services | If your district needs help designing efficient extracts or reports, the Technical Services team may be able to assist. To request a quote, have your district’s Authorized Contact submit a case with detailed requirements. Please note that lead time is required, and services are provided under the district’s maintenance plan. |
| Campus Training | For districts looking to build internal SQL expertise, the Infinite Campus Schema Bootcamp is a recommended training option. |
Third-Party SQL Resources
Infinite Campus does not offer consultations on SQL fundamentals or query optimization strategies. However, a wide range of free and paid resources are available to help users build their SQL skills. For your convenience, we’ve compiled a few examples.
Note: Infinite Campus does not endorse or promote any specific resource listed. Please review each resource carefully to ensure it meets your district’s needs.
Important Considerations
- SQL has several dialects. While the core concepts are similar across platforms, Infinite Campus uses Microsoft SQL Server and T-SQL.
Be cautious when reviewing content focused on other dialects such as MySQL or PostgreSQL, as syntax and functionality may differ.
If you know of a helpful resource that should be added to this list, please share it using the Comments button at the bottom of this page.
Custom Reports
Custom reports are supported by the individual or group who created them. If your district uses reports developed internally or by a third party, those reports should be maintained and supported by their original author or team.
SQL Server Reporting Services (SSRS)
Custom reports typically utilize SQL Server Reporting Services (SSRS) to display within Campus. SSRS is a Microsoft product requiring its own skillset.
Infinite Campus does not offer SSRS consultations or training, but Technical Services might offer relevant services.
Options Available for Custom Reports
| Campus Support | Campus Support does not provide SSRS consulting or support for custom reports. |
| District | Districts are responsible for maintaining their custom reports. They can:
|
| Campus Managed Services | For districts using a Campus-hosted reporting server, Campus Managed Services can:
|
| Campus Technical Services | Campus Technical Services can:
|
| Microsoft | SSRS is a Microsoft product. Microsoft provides the following resources for SSRS: Microsoft's recommendations for additional support are outlined in the Microsoft Q&A and Stack Overflow. |
Pass User Session: Encrypt URL-encoded Username, etc.
(Custom Tool Setup's URL Link and URL Editor)
This functionality is available within the Custom Tool Setup when configuring an external link (via URL Link or URL Editor). Selecting “Encrypt URL-encoded username, etc.” from the Pass User Session dropdown ensures that specific user session details are appended to the URL as encrypted parameters when a user clicks the link.
Key Details
- Purpose: Historically used to pass parameters into SSRS reports via URL. This is now considered a legacy method.
- Encryption: Infinite Campus is responsible for encrypting the parameters.
- Decryption: Your district is responsible for coding the receiving page or report to decrypt the parameters correctly.
- Skill Requirements: Implementing this feature requires technical expertise, including SSRS report design and custom scripting, typically using Visual Basic.
Recommended Alternative
Instead of using this legacy method, Infinite Campus recommends using the SSRS Dynamic Report Options tools:
- Configure the report server using the SSRS Server Configuration tool.
- Map reports into the outline using the SSRS Report Configuration tool.
This modern approach supports automatically passing certain values from Infinite Campus to SSRS reports and is more maintainable.
Options Available for Encrypted URL Parameters
| District | For initial implementation, your district can:
|
| Campus Support | Campus Support can:
|
| Microsoft Resources |
|
Third-Party Support Overview
Infinite Campus Support focuses on tools and services developed by Infinite Campus. Support for third-party software, contractors, browser extensions, and hardware is limited or outside the scope of Campus Support. Support may be available for vendors with an established partnership with Infinite Campus (e.g., Digital Learning Partners and Business Partners).
Third-Party Software & Vendors
Third-party software is supported by that company. For example, questions about Adobe Acrobat (PDF and FDF files), Excel, etc., are best directed to those companies' respective support teams or your local district experts.
Third-Party Contractors
Due to FERPA regulations, Campus Support does not work directly with your third-party contractors. Your district's Authorized Contact should coordinate with the contractor to share relevant details through a support case. If a call is needed, a member of the district who is an Authorized Contact must be present on the call.
Browser Extensions and Plug-ins
Browser extensions are supported by the developer or company that created them. If an extension negatively impacts your Campus experience:
- Notify the developer directly.
- Refer to the extension’s installation page or developer website for support contact information.
Third-Party Hardware
(Attendance Scanning within Campus Workflow Suite, Campus Payments, Food Service/POS/Point of Sale)
Some Campus tools integrate with third-party hardware (e.g., barcode scanners, receipt printers, RFID scanners, POS terminals):
- Supported: Hardware purchased through Infinite Campus is supported under the applicable purchase agreement and product warranty.
- Not Supported: Hardware purchased from other vendors should be supported by the manufacturer or vendor.
Business Partners
Infinite Campus has established working relationships with Business Partners to power different aspects of Campus tools. Campus Support coordinates with business partners to escalate issues as needed.
Digital Learning Partners
Infinite Campus has established working relationships with Digital Learning Partners to integrate systems, typically through 1EdTech specifications.
Our Digital Learning Partners' development teams have direct access to Campus Development through their Digital Learning Partner Support Portal. The Digital Learning Partner's team can utilize their Digital Learning Partner Support Portal to communicate with the Campus Development team if the Digital Learning Partner's team believes an issue exists on the Campus end and misconfiguration has been ruled out.
Digital Learning Partner integrations include OneRoster-powered integrations and LTI-powered integrations.
OneRoster-Powered Integrations
OneRoster integrations are a way to send roster data out of Infinite Campus and/or send assignments/scores and/or assessments into Infinite Campus, depending on the vendor.
The nature of a OneRoster sync is that much of the process occurs outside of Campus, within your Digital Learning Partner system. The Digital Learning Partner system is in charge of making the sync requests, and your Campus site responds to the requests.
Options Available for OneRoster-Powered Integrations
| District | District can:
|
| Campus Support | Campus Support can:
|
| Third-Party Vendor | Your vendor's support team can:
|
| Non-Digital-Learning-Partner Vendor | OneRoster connections to vendors that are not can be set up but are offered as-is. As Campus has not vetted their Integration, the Campus Support team does not support issues. Are you working with a OneRoster vendor who is not a Digital Learning Partner? Please share this form with your vendor so they can contact Campus and learn more about our Digital Learning Partner Program. |
LTI-Powered Integrations
(LTI)
LTI integrations can take a few forms. They can allow Infinite Campus users to do a secure launch (login) from Infinite Campus into the third party vendor's system, and/or allow embedding content from the third party vendor system to the Infinite Campus grade book to show on the Campus Student/Parent portal, and/or send scores from the third party vendor system into the Infinite Campus grade book.
Options Available for LTI-Powered Integrations
| District | District can:
|
| Campus Support | Campus Support can:
|
| Vendor | Your vendor's support team can:
|
Campus Services that Integrate with Third Parties
Ed-Fi
Ed-Fi is a data interchange standard and framework created by the Dell Foundation to allow K-12 educational institutions to consolidate and analyze data, and communicate this data with each other.
Options Available for Ed-Fi Integrations
| District | District can:
|
| ODS System Administrator | The person who manages the ODS system, whether this is a state entity or someone in your district, can:
|
| Campus Support | Please refer to the Additional Ed-Fi Information section of the core Ed-Fi article. Click to expand and review Support for Ed-Fi for detailed support expectations and helpful information to include when submitting a support case.
Campus Support can:
The Campus Support team does not access the Ed-Fi database and does not assist with ODS configuration. |
Email Relay Services
Messenger can send emails from your Infinite Campus site using a third-party email relay service. For Cloud and Cloud Choice customers, Mailgun is the preferred and supported email relay partner.
If your district uses a different third-party email relay provider, your district is responsible for supporting and troubleshooting any issues related to email delivery after Infinite Campus has successfully handed off the message to the relay service.
Options Available for Email Delivery Troubleshooting
| District uses Mailgun as its email relay service (Mailgun is Infinite Campus' partner for email relay for Cloud and Cloud Choice Customers.) | |
| District | District can:
|
| Campus Support | Campus Support can:
|
| District uses a different third-party email relay service | |
| District | District should:
|
| Campus Support | Campus Support does not support third-party email relays and does not have access to third-party email relay error logs.
If your district decides to move to Mailgun for its email relay service, Campus Support will have more investigative resources available, like the Mailgun Message Log. |
eTranscript
(eTranscript Batch, Electronic Release Setup)
The eTranscript tools allow schools to generate and release an electronic version of student transcripts to third-party vendors (ex. Parchment).
Options Available for eTranscript Release
| District | District should:
|
| Third-Party Vendor | Vendor's Support Team can:
|
| Campus Support | Campus Support can:
|
File Transfer to Third-Party Server
(Data Extract Utility, FRAM Scheduled Imports)
Tools such as the Data Extract Utility and FRAM Scheduled Imports in Infinite Campus can send or receive files via SFTP, FTPS, or SMB. While Infinite Campus facilitates the transfer, most of the setup and troubleshooting responsibilities fall to the individual or group managing the destination server—whether within your district or a third-party vendor.
Server Setup Requirements
The server administrator must provide:
- IP address or hostname
- Port number
- Username and password
- File path
- Confirmation that Campus IP ranges are allow-listed
Note: For self-hosted or in-district hosted environments, ensure your district’s network administrator has allow-listed Campus IPs.
Options Available for File Transfer Troubleshooting
| District | District should:
|
| File Server Administrator | Whether internal or external, the server administrator is responsible for:
|
| Campus Support | Campus Support can:
|
Server Setup
Consultations on configuring an SFTP/FTPS server or SMB configuration are not services offered by Infinite Campus. Here are some IT-focused communities that may be helpful.
Infinite Campus does not endorse or promote any content shared by these communities. We encourage you to thoroughly review the content offered to ensure it meets your needs.
| IT-Focused Communities |
| SuperUser's SFTP Questions Area |
| Spiceworks Community |
Google reCaptcha
(Login Security Settings > Google reCaptcha)
After a certain number of consecutive failed login attempts, Infinite Campus presents a CAPTCHA, or login challenge, to to ensure the login attempt is coming from a real person rather than a bot or automated attack. The CAPTCHA Infinite Campus uses by default requires entering letters and numbers from a prompt, but you can configure your site to instead use the CAPTCHA offered by Google: Google reCaptcha.
Google reCaptcha's login challenge typically requires marking an "I'm not a robot" checkbox and/or selecting images that relate to a particular subject.
Options Available for Google reCaptcha
| District | For initial implementation, your district should:
For existing reCaptcha configuration, your district should:
|
Google should:
| |
| Campus Support | Campus Support can:
Campus Support does not support technical issues with Google's google.com/recaptcha console. |
Google Drive Integration
Integrating Campus with Google Drive allows teachers and students to use Google Drive files in the classroom. Teachers can attach a Drive file to an assignment that students can open and interact with based on the teacher's sharing preferences. Teachers can also allow students to attach and submit Drive files to assignments in Campus Student.
This is different from the Google Classroom assignment/score sync integration. For the Google Classroom assignment/score sync integration, see OneRoster-powered integrations.)
Options Available for the Google Drive Integration
| District | District can coordinate with your district's Google administrator, who is responsible for:
Your district's Infinite Campus administrator must ensure that the 4 values and .p12 file from the console.developers.google.com Google project produced by the district's Google admin are correctly entered into Campus' Google Drive Configuration screen. |
Google should:
| |
| Campus Support | Campus Support can:
|
LDAP Server
(LDAP Configuration, LDAPS Certificates)
LDAP (Lightweight Directory Access Protocol) allows users to sign into Infinite Campus using credentials stored in your district’s Active Directory (AD) server.
The majority of the LDAP authentication process occurs within your district's LDAP server. Support for this functionality is up to the individual or group at your district in charge of your district's LDAP server. The person who manages the server provides the correct IP/hostname, port, Bind User DN, Bind User Password, User Search Base, and User Search Filter when initially configuring the LDAP connection.
Options Available for LDAP Connections
| District | District can coordinate with the individual or group who manages your district's LDAP server, who is responsible for:
LDAP servers may lock accounts after a set number of failed login attempts. If configured, users may see the message: “Your account is locked!” on the Campus login screen. Campus Support does not advise on these server-side preferences.
|
| Campus Support | Campus Support can:
|
SIF (Schools Interoperability Framework)
(SIF)
SIF is a standardized protocol for data exchange that enables different educational systems to communicate effectively. It defines a common messaging format and data objects frequently shared across student information systems and third-party applications.
Options Available for SIF
| District | Districts are responsible for:
|
| Third-Party Vendor | Your third-party vendor’s support team is responsible for:
|
| Campus Support | Campus Support can:
|
SSO Identity Provider System
(SSO Service Provider Configuration)
Single Sign-On (SSO) allows users to log into Infinite Campus using credentials from an external Identity Provider (IdP) system. When users click the SSO login button or link, they are redirected to the IdP’s login screen—unless they’re already authenticated in that system.
Options Available for SSO Configuration
| District | District ResponsibilitiesThe district should coordinate with the individual or team managing the Identity Provider (IdP) system. This team is responsible for:
The district’s Infinite Campus Administrator should:
|
| Third-Party Identity Provider | The identity provider's support team should:
|
| Campus Support | Campus Support can:
|
