How do I resolve sync errors and alerts?

For administrators with Remind Hub rostering via CSV sync format 1.0, 2.0, OneRoster, ClassLink, or Clever.

Congratulations on sharing your organization's rostering data with Remind! When you look at the SIS sync tab of your district or school dashboard, you may have noticed that you have errors and/or alerts. The goal of this article is to explain the meaning of each sync notification, and to explain how you can resolve them so that you have an active SIS sync with minimal errors and alerts.

SIS sync school status

resolve_sync_errors_and_alerts_1.png


Errors

To resolve sync errors, you must do so directly in your SIS to create rostered accounts and classes for your teachers, students, and parents. 

  1. Click on the SIS sync tab via the district dashboard.
  2. Click on the first set of errors listed under the Errors column for your first individual school summary to see the details of the errors.resolve_sync_errors_and_alerts_2.png
  3. Click on the downward arrow under the CSV column to download a CSV file with a list of users whose information you need to correct in your SIS for each error.resolve_sync_errors_and_alerts_3.png
  4. Repeat steps 1-3 for each school.

Types of Errors

  • No valid email address or email assigned to another user.resolve_sync_errors_and_alerts_4.png
    • Remind did not create a rostered account for any teachers on this error list as all teachers need a valid and unique email to provision an account in Remind, and because Remind does not create multiple accounts with the same email. The teachers on this list could either have manually created a Remind account with the email you associated with them, or another user could have an account with their email. Remind will automatically assign the email to the user with the highest role (teacher -> parent -> student). If the users have the same role, Remind will assign the email by alphabetical order according to their source ID.
    • To fix these errors: Go to your SIS, search for the teachers, and add a unique email address for all of them. Remind will create an account for them in your subsequent sync.

  • User's contact information is assigned to another user in your data.Screen_Shot_2021-07-15_at_5.15.41_PM.png
    • Remind did not create a rostered account for any parents on this error list as all parents need at least one valid and unique point of contact (email or phone number) in order to have an account created for them in Remind. The parents on this list could be sharing all the same contact information (email or phone number) as another user in your data. Remind will automatically assign the email or phone number to the user with the highest role (teacher -> parent -> student). If the users have the same role, Remind will assign the contact device by alphabetical order according to their source ID. 
    • To fix these errors: Go to your SIS, search for the parents, and add at least one unique point of contact information for each parent on the error list. Remind will create an account for them in your subsequent sync. If you do not have another point of contact information for a parent, you can ignore the error for that parent. When two parents share the same contact information, only one account will be created with that contact information, and we will send Remind messages to that contact information. 
  • User was not associated with a name in your dataScreen_Shot_2021-07-15_at_5.15.17_PM.png
    • This means a user was not associated with a name in your data. All users need a name to provision an account in Remind.
    • To fix these errors: Go to your SIS, search for the parents, and add their first and last name. Remind will create their accounts in your subsequent sync.

  • A valid user was not assigned as an owner to the class Screen_Shot_2021-07-15_at_5.15.11_PM.png
    • This error indicates that a teacher was not assigned to a class. It also means that Remind did not create a rostered class for any listed on this error list. The classes might have an invalid class name because either they contain a URL, or it is missing. 
    • To fix these errors: Go to your SIS, search for the class, and update the name. Remind will create the classes in your subsequent sync. 
      • Tip: For admins using CSV sync format 1.0, 2.0, OneRoster, review the CSV files and make sure that the teacher is assigned as an owner in enrollments.csv as well as that you associate the teacher's ID in all necessary files. Also, make sure that you do not have a formatting error, such as an invalid character, in any of the CSV files.

  • Missing valid date of birthresolve_sync_errors_and_alerts_8.png
    • All students need a valid date of birth to provision an account in Remind. The accepted format for date of birth is MM/DD/YYYY or YYYY/MM/DD.
    • To fix these errors: Go to your SIS, search for the students, and add a date of birth for each of them.    

Alerts

Alerts are minor data errors for your teachers, students, and parents that we recommend you review and resolve in your SIS. However, your sync will continue to process if you choose to not fix the issues that are causing the alerts. 

  1. Click on the SIS sync tab via the district dashboard.
  2. Click on the first set of alerts listed under the Alerts column for your first individual school summary to see the details of the alerts.resolve_sync_errors_and_alets_9.png
  3. Click on the downward arrow under the CSV column to download a CSV file with a list of users whose information you can correct in your SISresolve_sync_errors_and_alerts_10.png
  4. Repeat steps 1-3 for each school.

Types of Alerts

  • Device already in useresolve_sync_errors_and_alerts_11.png
    • Remind does not create multiple accounts with the same device. This alert indicates that the users on the list are either sharing a phone number or email address with another user, or that they already have a manually-created Remind account with the contact device.
    • To fix these alerts: Go to your SIS, search for the users, and add a unique device to the users on the list.

  • Unsupported phone numberresolve_sync_errors_and_alerts_12.png
    • All users must have either a valid U.S., U.S. territories (Puerto Rico, American Samoa, Guam, Northern Mariana Islands, or U.S. Virgin Islands), or Canadian phone number.
    • Phone numbers can be with/without parentheses, hyphens, and/or an international area code. Examples: (444) 432-1234, 4444321234, 444-432-1234, +1 (444) 432-1234
    • Phone numbers cannot have an extension number as we currently do not ingest extensions.
    • To fix these alerts: Go to your SIS, search for the users on the list, and add a unique device for them.
      • Tip: Check to make sure the phone number is not missing a digit or an area code. Also, check to see if the phone number has an extension and remove it. 

What happens after I resolve errors or alerts in my SIS?

CSV Sync

Once you have made updates to your SIS, you must upload all of the required CSV files to Remind via SFTP. If you have established a recurring SFTP sync, your updates will be processed when your next scheduled SIS sync occurs.

ClassLink Sync

For schools and districts that have an automatic sync established between their SIS and ClassLink, any updates that are made directly in your SIS will be pushed to Remind via ClassLink on a nightly basis between 11pm and 5am PT. However, you can always click Check for new ClassLink data on the SIS sync tab of the district dashboard whenever you want to push a new sync. 

  • Since not all SIS-ClassLink sync types are processed automatically, you may need to upload your updated SIS data to ClassLink before changes will appear in Remind. Refer to your district dashboard in ClassLink for details on your SIS-ClassLink sync type and frequency. Contact your SIS Administrator or ClassLink Support if you have any questions on your SIS-ClassLink sync. 

Clever Sync

For schools and districts that have an automatic sync established between their SIS and Clever, any updates that are made directly in your SIS will be pushed to Remind via Clever on a nightly basis between 11pm and 5am PT. However, you can always click Check for new Clever data on the SIS sync tab of the district dashboard whenever you want to push a new sync. 

  • Since not all SIS-Clever sync types are processed automatically, you may need to upload your updated SIS data to Clever before changes will appear in Remind. Refer to your District Dashboard in Clever for details on your SIS-Clever sync type and frequency. Contact your SIS Administrator or Clever Support if you have any questions on your SIS-Clever sync.