Troubleshoot SIS sync issues

For administrators with a Remind plan.

Holds

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 Direct Sync connection. You will be notified via email when a sync is placed on hold.

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

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

Lots of data changes: Remind has encountered a large number of destructive data changes.

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

  1. Download the CSV files that contain information on the destructive changes encountered by Remind and review them. If destructive changes are expected, click Ignore the hold and continue. Your sync will resume with the data changes we initially detected.
  2. Direct Sync
    • If the changes are unexpected, address the issue directly in your SIS.
    • Once you've addressed the issue, click I fixed it on the school's SIS sync report. 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 Direct Sync occurs.
  3. Clever Sync
    • If the changes are unexpected, contact your SIS Administrator or Clever Support for help before resuming the sync.
    • Once you've addressed the issue in your SIS or in Clever, click I fixed it on the school's SIS sync report. Remind will process the sync immediately.

Data configuration: Remind suspects a data configuration error in your SIS. 

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

Multiple accounts have the same email address or phone number

Remind requires that all accounts have unique email addresses and phone numbers. Your sync will be placed on hold if we find several accounts with similar email addresses or phone numbers in your school data.

  1. Download the CSV file that contains information on the accounts with the same email address or phone numbers. If you wish to sync them, click Ignore the hold and continue. Your sync will resume with the data we received.
  2. Direct Sync
    • If the duplicate email addresses or phone numbers are unexpected, correct the issue directly in your SIS.
    • Once you've addressed the issue, click I fixed it on the school's SIS sync report. 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 Direct Sync occurs.
  3. Clever Sync
    • If the duplicate email addresses or phone numbers are unexpected, contact your SIS Administrator or Clever Support for help before resuming the sync.
    • Once you've addressed the issue in your SIS or in Clever, click I fixed it on the school's SIS sync report. Remind will process the sync immediately.

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.

  1. Download the CSV file of these students and review them. If you wish to sync them, click Ignore the hold and continue. Your sync will resume with the data we received.
  2. Direct Sync:
    • If you need to remove emergency and secondary contacts from your Direct Sync with Remind, go to your SIS and adjust the filter on your CSV exports to exclude emergency contacts.
    • Once you've ensured that emergency and secondary contacts have been removed from your, click I fixed it on the school's SIS sync report. 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 Direct Sync occurs.
  3. Clever Sync:
    • If you need to remove emergency and secondary contacts from your data share with Remind, contact your SIS Administrator or Clever Support.
    • Once you've removed emergency and secondary contacts from your data share with Remind, click I fixed it on the school's SIS sync report. Remind will process the sync immediately.

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 rostered Remind account. Emergency and secondary contacts are users that teachers don't typically contact. As such, we don't recommend creating accounts for them.

  1. Download the CSV file of emergency/secondary contacts and review. If you wish to sync them, click Ignore the hold and continueYour sync will resume with the data we received.
  2. If you need to filter out emergency and secondary contacts from your data share with Remind, contact your SIS Administrator or Clever Support.
  3. Once you've removed emergency and secondary contacts from your data share with Remind, click I fixed it on the school's SIS sync report. Remind will process the sync immediately.

Disconnected: Remind is unable to communicate with Clever.

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. 

 

Errors and alerts

If a school's Clever or Direct 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 Settings tab in your admin dashboard and select SIS Sync to find details on errors & alerts, including next steps on how to resolve the issues. 

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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?

Direct 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 Direct 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.