Troubleshooting your Wonde Sync

For schools using the Wonde integration to automatically provision users and classes based on your Student Information System (SIS), this guide provides quick, easy steps to resolve any potential data sync issues.

If a class or user has not synced across to Education Perfect as expected, try these troubleshooting steps:

  1. Check SIS: Confirm the class or user is added to your SIS or timetable system.
    1. SIS to Wonde to EP Sync: Ensure a fresh sync is pushed to Wonde for recent changes, then you can request to push a sync from within EP to reflect these changes. Contact our Support Team to request this, alternatively this will occur automatically overnight.
    2. Expedited Sync: Wonde usually syncs from your SIS approximately every 2 hours. For faster reflection of SIS changes, contact Wonde Support to request an immediate sync. 
  2. Check Sync History: Check the sync history table within the Enrolment space for any flagged issues. (located under Settings, then Enrolments)
    1. Issues and steps to resolve are detailed below.
  3. If you are still unsure why a class or user is missing after completing the above steps, contact our Support Team with the details of the missing class or user.

Issues that may occur with your sync from Wonde to Education Perfect

Each sync from Wonde to EP generates an entry in your school’s Enrolment History (located under Settings, then Enrolments). A status of Issues exist occurs when one or more classes or users weren’t able to be included in your sync. You’ll be able to download a CSV file detailing the specific issues. This file contains:

  • Integration Source ID
    • This is a unique ID generated by Wonde.
  • EP Entity Type
    • Whether the entity in question is a Class, Teacher, Student or Users (Unknown user type).
  • Entity Name
    • The name of the entity within your SIS. For users this will be First and Surname while for Classes this will be the Class Name.
  • MIS ID
    • In most cases this is an ID generated and exposed within your SIS.
  • Error Message
    • The error preventing the entity from being included in your sync

Refer to the section below for resolution steps based on the specific Error Message in your file:


Error Message

Resolution
User is missing an email Ensure the user has an email associated with their account in your SIS.
Email doesn’t match invite settings Check the email associated with the account in your SIS and ensure this matches your schools invite settings in EP.
User matched, but role is different to what was expected The role of the user in your SIS does not match the role of the user in EP. Update the email of the existing user in EP to have a new account created OR check that the role of the user in your SIS is correct.
Found multiple users, couldn't determine correct match There are multiple users with the same email in your SIS. Check and update the user to have a unique email address.
Users have duplicate emails There are multiple users with the same email in your SIS. Check and update the user to have a unique email address.
User's username is currently in use The email associated with this user in your SIS is currently in use as a username in EP. Check the accounts in the People area of your school in EP and ensure the users Username is the same as their Email..
Missing class name The class associated with the MIS_ID in your SIS does not have a name set. Update this within your SIS to include the class in your next sync.
  • Unexpected error adding user
  • Unexpected error inviting user
  • Unexpected error activating user
  • Unexpected error updating user
 An unexpected error has occurred, check again after your school's next sync or get in touch with our Support Team.

For more information regarding a Wonde integration or to see our frequently asked questions, check out our FAQ help guide here.

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