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Get support and training
If this guide does not answer your question, try the Juniper help centre, then Juniper Education’s support team. Some problems are quicker to solve without leaving school.
Ask someone in your school first
Section titled “Ask someone in your school first”Your Account Owner or Account Admin can invite you, change your role and reset a locked account in Juniper Portal. Your assessment lead knows your school’s assessment calendar and settings. Pupil details come from your management information system (MIS), so whoever manages the MIS corrects them.
Search the help centre
Section titled “Search the help centre”The Juniper help centre has articles, short demonstrations and answers to common questions about Sonar Tracker. To open it from Sonar, select Help in the top bar.
Some older articles use earlier names. They may call Portal-linked schools “integrated”, and use retired role names such as Write (now Full Edit) and Anonymised (now Minimal Read-only). Users and roles lists the old and new names.
Check the status page
Section titled “Check the status page”If Sonar is slow, will not load or a feature stops working, check the status page before you contact support. Sonar Tracker and Sonar Multi-School: Status Updates, on the help centre, lists problems affecting schools, newest first, and marks each one resolved when it is fixed. On KS2 results day, it also says when results and national data are ready in Sonar.
For a page that is slow to load, refresh it, clear your browser’s cache, or sign out and sign in again. Troubleshooting covers other common problems.
Contact Juniper support
Section titled “Contact Juniper support”| How | Who can use it | When |
|---|---|---|
| Support request form on the help centre | All schools | At any time |
| Email to sonartrackerhelp@junipereducation.org | All schools | At any time |
| Live chat: select the Support bubble in the help centre, then Contact an agent | Schools with Priority or Complete Support | 8:30am to 4:30pm, Monday to Friday |
| Phone: 0345 200 8600, then option 2 (software support) and option 4 (Sonar Tracker) | Schools with Priority or Complete Support | 8:30am to 5pm |
A form or an email opens a support ticket. Outside live chat hours, you can leave a message in the chat.
Your school’s support package decides whether you can use live chat and phone. If you are not sure which package your school has, ask your Account Owner. Replies can take longer in June, July and September, when support is busiest.
What to include in a request
Section titled “What to include in a request”Support can help sooner if your request includes:
- your name, your school and your role in Sonar
- the page you were on, and what you had chosen, such as the year group, class, assessment point or report
- the steps that led to the problem, and what you expected to happen
- the code from the Sorry, something went wrong page, if you saw one
- a screenshot, with pupil names cropped out or blurred where possible
- the browser you were using, such as Chrome or Edge
Do not send more pupil data than support needs. If they need a file, such as a common transfer file (CTF), they will tell you how to send it securely.
Find training
Section titled “Find training”Juniper runs training on Sonar, including free on-demand courses. Open the help centre and select Training Centre to see what is available.
Course names have changed. ‘Assessing in Sonar Tracker’ covers entering assessments, and used to be called ‘Getting Started with Sonar Tracker’. That name now belongs to the course for administrators, formerly ‘Administering Sonar Tracker’.
Suggest an improvement
Section titled “Suggest an improvement”Juniper collects ideas for Sonar on the Sonar Tracker ideas portal. Search it first, in case someone has already suggested yours.
Sonar News on the Home page announces changes, and What’s changed lists recent ones.