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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
  • Sync schedule disabled or misconfigured
  • Sync paused by Data Rollover or Safety Threshold
  • Data quality errors blocking records
  • SFTP file format errors
  • Vendor app showing a non-Active sync status

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.

Expired

Access to district data has expired. Reconnect the SIS app.

Data verification

Safety Threshold was reached. See 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:
    • "Connection is ok" — the credentials are valid. Go to the SIS app dashboard and click RUN IMPORT to force a sync.
    • "Failed to establish connection" — the credentials are wrong or expired. Continue to step 5.
  5. In your SIS, locate the current Service URL, Client ID, and Client Secret.
  6. In SchoolDay, update those fields to match your SIS values exactly.
  7. 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.

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."
  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

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."
  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:
    • Suspend data import
    • Disable data deletion
  3. If either is checked, uncheck it and save.
  4. 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:
    • Click ACCEPT to apply the changes and resume syncing.
    • 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. Correct the CSV files on your end.
  7. Re-upload the corrected files to the SFTP server.
  8. 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 SchoolDay Support 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)

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