Troubleshoot SIS sync issues

For administrators with a Remind plan using CSV format 1.0 or 2.0.

A school's SIS Sync will be placed on hold if Remind suspects a data configuration issue with your school information or if Remind encounters an issue with the Clever or CSV sync connection. You will be notified via email when a sync is placed on hold.

Head to the SIS Sync tab in your admin dashboard to find details on the hold type, including next steps on how to resolve the issue and resume the sync. 

Instructions for resolving each of the different hold states are outlined below:

Data removals

As a policy, Remind holds syncs that will have a large impact on your data. This is an opportunity to review the data removals to make sure they're expected. Please note this hold type is to be expected when SIS syncs are updated during the semester and year-end changes.

CSV sync

  1. Click Download CSV in order to obtain the files that contain information on the destructive changes encountered by Remind and review them.
  2. If destructive changes are expected, click Confirm removals. Your sync will resume with the data changes we initially detected.Picture1.png
  3. If the changes are unexpected, click How to fix my files. Follow the instructions in the article, and make any necessary changes directly in your SIS to address the issue. Once you have made the updates to the CSV files, resend them to Remind.fixing_my_files.png
  4. We will start processing your sync once you transfer your revised, complete set of CSVs to Remind via SFTP. If you have established a recurring SFTP sync, your updates will be processed when your next scheduled CSV sync occurs.

Clever sync

  1. If the changes are unexpected, contact your SIS Administrator or Clever Support for help, and undo the removals in your SIS or Clever. Once you have addressed the issue, click Check for new Clever data, and confirm the action on thee next screen by clicking Yes, continue.fix_the_errors_clever.png
  2. If the data removals are expected, click Confirm removals. confirm_clever.png

Data configuration

There are two data configuration issues that can result in a sync being placed on hold.

Students with six or more contacts

Students in your school data have six or more contacts associated with them. This could mean that emergency/secondary contacts are being shared with Remind. Emergency and secondary contacts are users that teachers don't typically contact. As such, we don't recommend creating accounts for them.

CSV sync

  1. Download the CSV file of these students and review them. If you wish to sync them, click Create accounts. Your sync will resume with the data we received.create_20_accounts.png
  2. If you need to remove emergency and secondary contacts from your CSV sync with Remind, select How to fix my files, and then go to your SIS and adjust the filter on your CSV exports to exclude emergency contacts.data_configuration_non_clever.png
  3. Once you've ensured that emergency and secondary contacts have been removed from your, upload the updated files. We will start processing your sync the next time you transfer your revised, complete set of CSVs to Remind via SFTP. If you have established a recurring SFTP sync, your updates will be processed when your next scheduled CSV sync occurs.

Clever sync

  1. If you need to remove emergency and secondary contacts from your data share with Remind, contact your SIS Administrator or Clever Support.
  2. Once you've removed emergency and secondary contacts from your data share with Remind, click Check for new Clever data, and then Yes, Continue on the school's SIS sync report. Remind will process the sync immediately.data_configuration_clever.png

Emergency/secondary contacts included in data share (Clever sync only)

Contacts with the "emergency" or "secondary" contact type were detected in your Clever sync. All contacts that are shared with Remind will receive a SIS-linked Remind account. Emergency and secondary contacts are users that teachers don't typically contact. As such, we don't recommend creating accounts for them.

CSV sync

  1. Download the CSV file of emergency/secondary contacts and review. If you wish to sync them, click Create accountsYour sync will resume with the data we received.716.png

Clever Sync

  1. If you need to filter out emergency and secondary contacts from your data share with Remind, contact your SIS Administrator or Clever Support.
  2. Once you've removed emergency and secondary contacts from your data share with Remind, click Check for new Clever data and then Yes, Continue on the school's SIS sync report. Remind will process the sync immediately.

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Disconnected

Your Clever SIS sync will be placed on hold if Remind is unable to connect with Clever.

  1. Check your settings in Clever. Make sure of the following:
    • You have the Remind app installed in Clever. You can install the Remind app here.
    • You are sharing the correct data with Remind. We recommend sharing data by school. Learn more about sharing settings with Remind here.
  2. Once you've addressed the above, click I fixed it on the school's SIS sync report. Remind will attempt to reconnect with Clever and process the sync immediately. 

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Errors and alerts

If a school's Clever or CSV sync has errors or alerts, the SIS sync report will indicate these issues and you will be able to drill into the school to see details of the error or alert types with information on how to resolve them.

Head to the SIS Sync tab in your admin dashboard to find details on errors & alerts, including next steps on how to resolve the issues.

If there are errors or alerts, you can download CSV files that contain information on the users that need to be corrected in your SIS. This will equip you with a detailed list of the changes that need to be made directly in your SIS.

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

CSV Sync

Once you have made updates to your SIS, transfer your updated complete set of CSVs to Remind via SFTP. If you have established a recurring SFTP sync, your updates will be processed when your next scheduled CSV Sync occurs.

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.

  • 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.