Error Handling in SS&E Administration

Overview

In general, the help center articles listed under SS&E Administration and Support and Troubleshooting are geared towards Student Success & Engagement users that are assigned the "Administrator" role.

These articles provide resources for SS&E Administrators along with the institution's IT staff. Additional articles about integration and implementation tasks can be found under the help center IT Resources section.

This article aims to provide a quick reference to areas that display errors in SS&E Administration so that Administrators can monitor and quickly identify different integration issues.

In general, when errors display in SS&E Administration, this indicates that something is either incorrect or has changed in the source system data, infrastructure, and/or data integration method.

  • Based on the nature of systems and data, error messages do not always represent a real issue since institutions can usually explain and understand what the errors represent and be able to verify and explain if/why/when something has changed intentionally in the source systems.

For example, SS&E generates an error when it finds that SIS or LMS data is "missing" or "mismatched" / data extracts are "out of date" / messages are "failing" to send / gradebooks are "empty" / .csv files are missing etc. since the SS&E system has no way of knowing if this was an end result of an intentional process done in the SIS or LMS systems.

NOTE: If at any time, there is a plan for data source changes that will affect the data flowing into SS&E, reach out to your client success representative or open a support ticket so that this project can be escalated and reviewed by a Technical Services Consultant to prevent the loss of importing timely data.

In order to help prioritize Administrator/IT tasks, following is a list of SS&E Admin menu items where Data Integration related errors may arise.

  • Each item is linked to a menu item within SS&E Administration. 
  • Click on a link and then replace "yourInstitution" with your subdomain in the browser URL in order to open the link within SS&E.

Administration Errors

Our recommendation is to monitor these areas for change since the goal should be for errors displayed in Administration to either be "explained" or "resolved".

People Administration

Person Details

  • Is the user on the Suppressed Destinations List?
      • Check the Person Details when the issue being reported is that "Messages sent TO this user display on the Message Report as successfully sent yet are not being "delivered"."
      • Click here for more information about the Email Address Suppresses Destinations List and how to resolve this.

LMS Integration Administration

To view all articles about LMS Integration Administration, click here.

To view all articles about LMS Integration Troubleshooting, click here.

The most common reasons why LMS Data is not syncing properly and/or is missing from SS&E are:

  1. Course Section LMS ID missing or mismatch
  2. Person LMS ID mismatch
  3. Missing Grades/Empty Gradebook
  4. The LMS Enrollment Import Batch Job is not completing

LMS Course Resolver Errors

  • Shows a list of course sections from the LMS that could not be found in SS&E and the reason it was not validated.
  • This report is regenerated each time the LMS Course Resolver runs.
  • The LMS Course Resolver is initially configured during implementation so that LMS Course Sections match up with Course Sections in SS&E that are imported from the SIS.
  • If anything changes, LMS course sections may not match up properly or may not find any match in the SIS course data. When this happens, LMS data displayed in SS&E (such as current grades, assignment submission and login dates) will either be reported as displayed incorrectly or missing.
  • For more information about LMS Data Synchronization, click here.
  • For general LMS troubleshooting steps, click here.
  • If only one or some students are missing their LMS data, then most likely the student's Person LMS ID is mismatched. For more information and how to resolve this, click here.
  • If discovered that course sections imported from the SIS and displayed in Administration do not display the correct Course Section LMS_ID, or are completely missing a Course Section LMS_ID, then the Course Section LMS ID can be updated manually in Course Section Administration. For instructions on how to manually override the Course Section LMS ID, click here.

LMS Import Errors

  • Shows a list of Enrollment Data that could not be imported into SS&E, and why the enrollment data could not be synced from the LMS.
  • This report is regenerated each time the Enrollment Import runs and syncs with the LMS.
  • To better handle Enrollment Import Error messages, click on the Message column header to sort all import errors by message type.
  • For more information about Enrollment Import Error examples and how to solve these type of errors, click here.

LMS Course Section Total Format Error Report

  • LMS Course Sections must have the total column format configured to a percentage to allow SS&E to alert staff.
  • The course sections listed here do not have their total format setup as a percentage.
  • For more information, click here.

LMS Course Sections With Empty Gradebooks Report

  • This report identifies course sections that do not have current grades. For an example, click here.

The LMS Enrollment Import Job is Failing

  • From SS&E Admin, check Advanced Administration -> Batch Processing to see if the LMS Enrollment Import job is running and completing or failing.
  • If the job is consistently failing, open a support ticket with Watermark SS&E Support.

SIS Integration Administration

  • To view all articles about SIS Integration Administration, click here.
  • To view all articles about SIS Integration Troubleshooting, click here.

The most common reported issue is that the SIS Data is not syncing properly and/or is missing from SS&E.

  • Click here for an overview of how data flows from the SIS into SS&E and how to identify the source of missing or mismatched data.

Once the source of data inconsistency is identified, this must be resolved so that data displays correctly in SS&E.

In addition:

The following table gives a quick overview of the SIS Data Integration troubleshooting steps:

SIS

Is the correct data displayed in the SIS?

Data Extract 

Is the correct data in the data extract/ .JSON file?

Data Import

Are there Import Errors for the missing data?

SS&E UI

Is the correct data displayed in SS&E?

Next Steps

Yes

Yes

Yes

No

  1. Resolve the Import Errors.
  2. Check SS&E UI after the next SIS Import job runs.

Yes

Yes

No

No

  1. Is the SIS Import Job Failing?
  2. Open a ticket w. SS&E Support for further analysis.

Yes

No

 Yes/No

No

  1. Is the data feed out of date? If yes, this must be resolved first. Check External Logging for more details.
  2. Is there an Import error? If yes, this must be resolved first.
  3. Verify that the data extract includes the correct data.
  4. Check SS&E after the next SIS Import job runs.

No

No

No

No

  1. Fix the data in the SIS.
  2. Check SS&E after the next SIS Import job runs.

 

SIS Import Errors

While import errors are a great tool and can be very useful in troubleshooting, sometimes very small issues can produce a large amount of import errors.

  • The number of errors cannot be reset or manually cleared from the UI.
  • By default, SS&E displays import errors for the past 30 days.
  • If loading the Datafeed Administration page is slow, please reach out to support so that they can help check if this is related to having a large number of import errors.

Since the SIS Import job runs 4x per day, the number of errors is essentially multiplied by however many times the SIS Import has run that day.

  • Filtering the SIS Import Error page to today's date only will give a more accurate picture of the import errors that are currently an issue.
  • In addition, import errors on data feeds such as course, courseSection, transcript, transcriptCourse, etc. will likely cause errors on other data feeds where records are associated, eg. the data feed is looking for a matching source system id from the above feeds.
  • Essentially, this will happen with any set of associated data feeds, such as: degree, program, degreeProgram, and personDegreeProgram.

For example, a missing course section will cause transcript course and subsequently transcript course status history records to fail. It will also cause any course section schedule element and subsequently transcript course attendance records to fail. What this means is that from one issue - a missing course section, there will be many import errors. As soon as the course section feed is fixed, the related errors will go away.

  • We recommend searching for an error related to missing/mismatched data on the Import Errors page by searching for the person Id, record Id, course Id, or anything that is INCLUDED in the data extract yet is not importing.
      • Filter by the specific data feed AND filter on ALL data feeds. 
  • If errors related to the missing/mismatched data are found, this means that the missing or mismatched data is included in the Data Extract/.Json file yet is not being imported into SS&E as there is something preventing the data from importing and that must first be resolved.
  • The Import Error Message will indicate why the data record is not importing.
      • To fix an import error, the error must be resolved either in the SIS or the Data Extract Definitions/File Format.
      • Once the import error(s) are resolved they will stop and the mising data should import (unless another error appears on the same record).
  • SIS Import Errors are expected based on the nature of data integrations and source data changes. The number of import errors usually depends on how institutions are managing data clean up in the SIS source system. Many times the errors are on records from the past that are invalid or inactive in the SIS, and the benefit of cleaning these up is to minimize the number of import errors, which is not really necessary. This is why many times most import error messages can be ignored.

Import Error Examples

Tried to overwrite email address/username with null value

In most cases, the "Tried to overwrite email address with null value", "Tried to overwrite username with null value" SIS Import Error Messages can be ignored since they are Person data feed error messages that indicate a null value is importing on a record that already includes a value that cannot and should not be overwritten, unless of course these are directly related to the reported issue and there is a problem being reported on the specific record where these errors appear.

Failed to Parse

"Failed to Parse" means that the data extract is not formatted properly. In most cases, this type of issue originates from a formatting issue that exists in the CSV file/source data. In some cases there may be additional information displayed in External Logging filtering on Log Level "Error" as seen in the data feed Connect errors.

Import Error Troubleshooting Tips

When troubleshooting SIS Import Errors, it is important to remember that:

  1. Datafeed field names are case sensitive.
  2. Data feeds cannot contain any unexpected fields.
  3. If an unexpected field is detected this will cause the data feed to fail to import and a "Failed to parse" error will display for all records on that data feed file in the SIS Import Errors and/or Connect Errors log until this gets resolved.

For more information about SIS Import errors, click here.

Messaging Administration

Message Report Errors

  • Click here for a list of Message Delivery Statuses.
  • Click here for a list of Message Report Errors. The Message Report errors also display on the Advanced Health Status Messages item, linked from the "failing" message count.

Advanced Administration

Authentication Failure Log

  • For use with LDAP authentication / Active Directory only.

Batch Processing

  • Monitor the "Most Recent Execution Status" to see which jobs are running and completing successfully.

SIS Import Job

On the SIS Import Job, monitor the "Job Execution Status" to verify that the job is completing successfully.

  • By default, the SIS import Batch Job runs 4 times a day at 4:30 AM, 10:30 AM, 4:30 PM, 10:30 PM.
  • By design, the sisImportBatchJob is scheduled to run four times a day so that if/when there are interferences and the job fails/does not complete, it will soon run again!
  • If one job fails, wait for the next SIS Import batch job to run. If the next job is "Completed" then you can continue to monitor for a pattern in case there is something happening on your network at a certain time of day that is interrupting the SIS Import Job. If no pattern appears, and jobs are mostly completed successfully, then everything should be okay.
  • Reach out to SS&E Support if subsequent jobs are consistently not "Completed". 
  • Something important to note is that the fact that the SIS Import Job is completing successfully does not guarantee that the imported data files data content is correct.
  • For help troubleshooting missing or mismatched SIS data, click here.

LMS Enrollment Import Job

On the LMS Enrollment Import Job, monitor the "Job Execution Status" to verify that the job is completing successfully.

  1. From SS&E Admin, select Advanced Administration
  2. Scroll to Batch Processing and search for the lmsEnrollmentsImportJob
  3. Check the job status and make sure the job is completing.
  4. If the job is consistently failing, open a support ticket.

External Logging

Currently, External Logging will capture information from two separate services - Survey Monkey and Connect 2.

Survey Monkey

By selecting the Survey Monkey source, External Logging will display messages received from the Survey Monkey integration.

Connect 2

By selecting the Connect2 source, External Logging will display messages received during the Connect job execution.

By default, the Connect job is scheduled to run four times a day at 2 and 8 AM/PM. Check the dates in External Logging and on the Connect job to see if the Connect job is running on schedule. If the dates are not current, fix the scheduled job on the Connect server.

  • Filter by Log Level "Error" and Source "Connect2" to view error messages generated during the SIS Import process Connect job execution on the client's Connect server.
  • Filter by Log Level "Warning" (WARN) and Source "Connect2" to view warning messages generated during the Connect job execution on the client's Connect server.

For example, External Logging will usually return error or warning messages about:

  • Data feeds that are out-of-date
  • Data that is not formatted properly
  • Data files (.csv files) that are missing.

External Logging errors are associated with an individual data feed.

  • What this means is that even if the SIS Import Job is running successfully and importing all data feeds, when a data feed displays an error in External Logging, then most likely the data is not current and the SIS Import Job is importing the most recent "old" data generated successfully by the Connect job over and over.
  • Many times, there is a timing issue on the connect server where the source data does not always get generated properly causing a data feed to be out of date. By nature of being a timing issue, this will most likely self-resolve by itself.
  • In general, when only one or a few data feeds are out of date then many times this will resolve itself unless there is an error in SS&E Admin -> Advanced Administration -> External Logging.
      • Filtering on log level "Error" will usually explains what exactly is preventing a specific data feed from being processed by the Connect job and why the data extract is not up to date.
      • By design, data feed out of date warnings only look at the JSON data extract file datetime stamps and do not look at the data in the file contents.
      • When a data feed is out of date, most likely the data feed is being imported successfully yet the file being used to import data into SS&E is old.
      • Looking at the UI and the data feed Imported Data View in SIS Integration Administration will show that the same "old" data is being imported over and over, since "fresh" data from the SIS source system is not being processed.
  • To view what data is importing on each data feed, check the SIS data import definitions found here. Based on the import definitions, you will be able to find exactly what data may not be current since the Connect job is failing on the data feed.
      • If nothing changed in the source data since the data feed last ran successfully on the Connect job on the Connect server, then SS&E will be current.
  • Connect related data feed error messages must be resolved to ensure that all data imported from the SIS is up-to-date and displayed correctly within SS&E.
  • For more information about External Logging, click here.
  • For more information about Data Feed Out Of Date troubleshooting, see here.
  • For more information about SIS Integration Troubleshooting, click here.

Health Status - System Health

  • Monitor for Health Check Status "Unhealthy".
  • Email notifications, such as messages notifying that data feed(s) are out of date are sent to the email address configured in Institution Administration.
  • Select the "Unhealthy" item to view further status information.
      • "Unhealthy Messages" represents Message Report Errors
      • "Unhealthy SIS" represents Data Stream(s) Out of Date and/or the SIS Import Job failing in Batch Processing
Name Enabled Healthy
Analytics Import Yes  
Connector Export Yes  
LMS Enrollment Import Yes  
Messages - "Failing" links to Message Report Errors  Yes  
Reply-To Yes  
SIS Import Yes  
SSL Yes  

 

For example, it is extremely rare to see that Messages show a Healthy status. 

  • Based on the nature of email/text messaging, messaging errors such as invalid message/invalid email/unsubscribed email/unreachable destination/SMS related errors are to be expected.
  • It is any and all Message Report errors that keep the messages from having a healthy status. For this reason it is very common to see an unhealthy status on the Messages health status check.
  • Message Report errors can be seen from the Message Report listed under Messaging Administration. As long as the message report error codes are reviewed, especially when an email/text messaging issue is reported, and fixed at the source when determined that there is a real problem, and not a transient issue, an Unhealthy Messages status is not uncommon.

Advance Project Planning

When making changes to the following areas, we recommend reaching out to your Client Success representative to schedule and coordinate with SS&E staff in advance, so that there is minimal delay during the transition.

  • Changes to any data source in the SIS
  • SIS system conversion
  • LMS system
  • LMS course section information
  • Attendance data source
  • SSO/Authentication method/Certificate

For more information about requirements and project steps, please reach out to your client success representative or open a support ticket.

Clients with a support plan may utilize their plan to assist with changes in the institution's environment.

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