---
title: Troubleshoot roster data sync issues
description: Step-by-step guide for district admins to diagnose and fix roster sync failures in SchoolDay Connect, including connection errors, schedule issues, data quality, and SFTP.
---

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July 12, 2026

# Troubleshoot roster data sync issues

## Diagnose and fix the most common reasons roster data stops syncing or arrives incomplete in SchoolDay Connect

Diagnose and fix the most common reasons roster data stops syncing or arrives incomplete in SchoolDay Connect.

### Overview

When roster data is missing, stale, or not reaching vendor apps, the issue usually falls into one of these categories:

- [SIS connection failure](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#sis-connection-failure)
- [Sync schedule disabled or misconfigured](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#sync-schedule-disable)
- [Sync paused by Data Rollover](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#data-rollover-has-paused-the-sync)
- [Sync paused by Safety Threshold](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#safety-threshold-paused-the-sync)
- [Data quality errors blocking records](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#data-quality-errors)
- [SFTP file format errors](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#sftp-sync-errors)

Work through each section below in order. Most issues can be resolved without contacting support.

### Before you begin

Check the sync status on the **Home** page of the Connect module. The status badge tells you where the problem is:

| **Status** | **What it means** |
| --- | --- |
| **Active** | Syncing normally. |
| **Connection failed** | SchoolDay cannot reach your SIS. See [SIS connection failure](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#sis-connection-failure). |
| **Expired** | Access to district data has expired. Reconnect the SIS app. |
| **Data verification** | Safety Threshold was reached. See [Safety Threshold paused the sync](https://help.schoolday.com/knowledge/troubleshoot-sync-issues#safety-threshold-paused-the-sync). |
| **Changes pending approval** | A data-sharing request or threshold approval is waiting for your action. |

### SIS connection failure

**Symptom:** The sync status shows **Connection failed**, or running an import returns an error.

1. In SchoolDay Connect, go to **Home** and click the SIS icon.
2. In the top-right corner, click the **Settings** (gear) icon.
3. Open the **Delivery Config** tab and click **TEST CONNECTION**.
4. Review the result:
5. **"Connection is ok"** — the credentials are valid. Go to the SIS app dashboard and click **RUN IMPORT** to force a sync.
6. **"Failed to establish connection"** — the credentials are wrong or expired. Continue to step 5.
7. In your SIS, locate the current **Service URL**, **Client ID**, and **Client Secret**.
8. In SchoolDay, update those fields to match your SIS values exactly.
9. Click **TEST CONNECTION** again to confirm.

**PowerSchool users:** If you see a `403: No access to the field` or `Error while executing PowerQuery` error, the issue is in the plugin configuration—not the credentials. See [PowerSchool-specific errors](https://help.schoolday.com/knowledge/troubleshooting-powerschool-issues?hsLang=en).

### Sync schedule disabled

**Symptom:** Data was syncing before but has stopped. No error is shown.

1. In SchoolDay Connect, go to **Home** and click the SIS icon.
2. Check for a notification banner at the top of the screen that reads **"Sync Schedule is disabled."  
   ![image6](https://help.schoolday.com/hs-fs/hubfs/Knowledge%20Base%20Screenshots/Rostering%20troubleshooting/1/image6.png?width=670&name=image6.png)**
3. If the banner appears, click the blue link in the notification to open the Schedule settings, or click the **Settings** (gear) icon \> **Schedule** tab.
4. Set the sync frequency (daily or weekly) and the time you want the sync to run.
5. Save your changes.

After you save, the banner disappears and syncs resume on the new schedule.

### Old records not being removed after sync (Bulk upload disabled)

**Symptom:** New data appears in SchoolDay, but deleted records from the SIS are not being removed.

This happens when **Bulk upload mode** is disabled. Without it, SchoolDay does not compare the incoming data against the previous upload to detect deletions.

1. In SchoolDay Connect, go to **Home** and click the SIS icon.
2. Click **Settings** (gear) \> **Delivery Config** tab.
3. Click **Advanced Settings** at the bottom.
4. Enable the checkbox: **"Bulk upload mode. System will detect deleted records based on comparison with the last upload."  
   ![image5](https://help.schoolday.com/hs-fs/hubfs/Knowledge%20Base%20Screenshots/Rostering%20troubleshooting/1/image5.png?width=670&name=image5.png)**
5. Click **RUN IMPORT** to trigger a fresh sync.

### Data Rollover has paused the sync

**Symptom:** No data is importing and no connection error is shown. The issue started around a school year or semester boundary.

Data Rollover suspends imports and disables deletions during year-end transitions. If it was not turned off after rollover, syncs remain paused.

1. In SchoolDay Connect, go to **Administration** \> **Data Rollover**.
2. Confirm both checkboxes are **unchecked**:
3. Suspend data import
4. Disable data deletion
5. If either is checked, uncheck it and save.
6. Go back to the SIS app dashboard and click **RUN IMPORT**.

### Safety Threshold paused the sync

**Symptom:** The sync status shows **Data verification** or **Changes pending approval**. A large percentage of records were flagged as changed, updated, or deleted.

The Safety Threshold prevents bulk changes from being applied without admin approval.

1. In SchoolDay Connect, open the application that shows the **Data verification** or **Changes pending approval** status.
2. Go to the **History** tab.
3. Locate the sync entry with the exceeded threshold and click **Show Changes** to review what changed.
4. Choose one of the following:
5. Click **ACCEPT** to apply the changes and resume syncing.
6. Click **DECLINE** to reject the changes. The app status changes to **Aborted** and the previous data set is retained.

**Note:** If the system threshold (90%) is reached, SchoolDay Support must also approve the changes alongside you.

If you want to prevent future holds on expected large changes (such as a school year rollover), lower or disable the threshold in **Settings** \> **Delivery Config** \> **Advanced Settings** before the sync runs.

### Data quality errors blocking records

**Symptom:** Most data is syncing, but specific students, staff, or enrollments are missing from vendor apps.

SchoolDay flags records with three types of data quality issues:

| **Issue type** | **Impact** | **Fix required** |
| --- | --- | --- |
| **Error** | Record is sent to vendor, but a field is missing or incompatible. | Optional |
| **Skipped** | Record is **not sent** to the vendor. | Required |
| **Duplicate** | Multiple matching records exist; system cannot merge them. | Required |

**To review and fix data quality issues:**

1. In SchoolDay Connect, click **Data Quality** in the sidebar.
2. Select the **App Rules** tab to see issues affecting vendor app delivery.
3. Click the number of issues to view the full list in your browser, or click **Download** to export a CSV report.
4. For **Skipped** or **Error** records: update the missing or incorrect fields in your SIS. The next scheduled sync will pick up the corrections automatically.
5. For **Duplicate** records: go to the **Duplicates** tab and resolve each conflict. To fix the underlying data, update the records in your SIS.

Changing data quality rules (such as switching **Skip if Missing** to **Report if Missing**) affects which records are shared. Contact SchoolDay Support before changing rules you did not configure yourself.

### SFTP sync errors

**Symptom:** Data uploaded via SFTP is not appearing in SchoolDay, or the SFTP sync shows errors.

1. In SchoolDay Connect, go to **Home** and click the **SFTP** icon.
2. Open the **History** tab.
3. Click **SHOW ERRORS** on the failed sync entry.
4. Review the **Error type** and **Error message** columns for each affected record.
5. Cross-reference the error against the data format specification for your file type:
6. **IMS OneRoster:** [imsglobal.org/oneroster-v11-final-specification](http://www.imsglobal.org/oneroster-v11-final-specification)
7. **Basic Roster (Clever-like):** [Basic Roster Specifications](https://help.schoolday.com/hubfs/Knowledge%20Base/Basic%20Roster%20Specifications.pdf?hsLang=en)
8. Correct the CSV files on your end.
9. Re-upload the corrected files to the SFTP server.
10. On the SFTP app dashboard, click **RUN SYNC** to apply the updated files.

### Verify the sync is working

After applying any fix, confirm data is flowing correctly:

1. Go to **Home** in SchoolDay Connect and check that the sync status shows **Active**.
2. Click **RUN IMPORT** (SIS) or **RUN SYNC** (SFTP) to trigger a manual sync.
3. After the sync completes, open the **History** tab and confirm the latest entry shows no errors.
4. Open **Data Quality** and confirm there are no new **Skipped** records for affected vendor apps.
5. If a vendor reports missing data, check **Data Browsing** to confirm the records exist in SchoolDay before investigating the vendor-side export.

### Contact support

If the steps above do not resolve the issue, contact [support@schoolday.com](mailto:support@schoolday.com) and include:

- The sync status and any error messages you see
- The name of the SIS or SFTP app affected
- The date the issue started
- Any recent changes made (new plugin version, credential update, filter changes)

### Related articles

- [View sync status](https://help.schoolday.com/knowledge/sync-status?hsLang=en)
- [Create a sync schedule](https://help.schoolday.com/knowledge/specify-sync-schedule?hsLang=en)
- [Data Rollover](https://help.schoolday.com/knowledge/data-rollover?hsLang=en)
- [Data Quality](https://help.schoolday.com/knowledge/data-quality?hsLang=en)
- [Data Preview Mode and Safety Threshold](https://help.schoolday.com/knowledge/data-preview-mode-and-safety-threshold?hsLang=en)
- [Configuring duplicate detection](https://help.schoolday.com/knowledge/configuring-new-domains-of-uniqueness?hsLang=en)
- [Manage the PowerSchool plugin](https://help.schoolday.com/knowledge/manage-the-powerschool-plugin?hsLang=en)
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