LMS Enrollment Data is Missing or Displayed Incorrectly in SS&E

Overview

This article helps troubleshoot why a course section is missing ALL LMS data including current grades, assignment submission and login dates on ALL student records within Student Success & Engagement.

• For a detailed overview of the LMS Integration Data Synchronization process, click here.

How to view what data is syncing from the LMS

To check what is currently syncing from your LMS system, from LMS Integration Administration, use the LMS Summary Report to view an overview of what is syncing from the LMS for the current term(s). For more information about the LMS Summary Report, click here.

How to view the LMS Enrollment Data syncing from the LMS

• Click here to search Course Sections Administration by the course LMS Id /course /section /current term /instructor. Once the course section is found, view the course section record details and click on "Enrollments from LMS" to view the LMS data syncing with SS&E.
  
• Click here to access LMS Integration Administration > Manual API Calls and view the LMS Enrollment data by entering the course LMS Id used to sync enrollment data from the LMS with SS&E.
  

• If we do not see the LMS data syncing the correct data in "Enrollments from LMS". then most likely the course LMS ID is missing or incorrect.
• The LMS Enrollment Data sync job uses the course LMS ID that was either assigned by the LMS course sync job or manually assigned via SS&E Course Section Administration.
  • • For more information about the LMS Data Synchronization process, click here.
    • For more information about LMS Integration Jobs, click here.
    • Use the following steps to check the course LMS ID in SS&E.
• If you are using Moodle and there is only one enrollment record syncing for each course section, click here for a resolution.

How to verify that the course LMS Id is assigned correctly within SS&E:

1. Navigate to your Course Sections Administration page, found here. 
2. Search for the course section by the course/section/instructor/term.
3. Check the LMS ID displayed in the far left column and verify that this matches the proper course LMS ID in the LMS system.
4. To view the enrollment data syncing from the LMS for a specific course section, select the course section record Source System ID and then click on "Enrollments From LMS" to view all enrollment data syncing from the LMS System for this specific LMS ID.
   • If the screen is hanging, circling, or frozen and there is no data syncing for this specific course section, yet other LMS courses are syncing properly and displaying LMS data on the students "Courses" tab, we recommend waiting and trying again since a quota may have been reached and the course enrollment data may soon sync again.
   • If Enrollments from LMS is syncing yet all of the enrollment data is missing or incorrect, then most likely the LMS ID associated with the course section is incorrect. To fix this, it can be manually edited to the correct course LMS ID. If the course LMS ID displayed in SS&E is missing, this indicates that the LMS Course Resolver was unable to match the LMS course with a course section syncing from the SIS.
   • If Enrollments from LMS consistently has an error, most likely something has changed since implementation either in the LMS or in the API. 

LMS Integration Troubleshooting Steps

The most common reasons why the LMS Integration is not syncing properly, resulting in missing or incorrect data in SS&E, are:

1) The LMS data is syncing with the wrong Course Section

Resolution Summary:

The LMS data will display incorrectly if the LMS ID is not set to the correct value in SS&E. To check on this, someone familiar with the LMS System should first verify that the course section LMS ID is set to the correct value within the LMS and SS&E Course Section Administration.

Note: This resolution can only be checked on by someone at the institution since SS&E Support staff is not able to determine if the LMS ID displayed in Course Section Administration is correct or not.

Use the following steps to verify that the LMS Id is assigned to the correct course section in SS&E:

1. Navigate to your Course Sections Administration page, found here. 
2. Search for the course section by the course/section/instructor/term.
3. Check the LMS ID diplayed in the far left column to verify that this is the correct course LMS ID.
4. To check what is syncing for a course section, select the course section source system Id, then click on "Enrollments From LMS" to view the most recent enrollment data syncing from the LMS for this specific course LMS ID.
   • If there is no data syncing for this specific course section, yet other LMS course data is syncing and displays on other courses displayed on the students "Courses" tab, we recommend waiting and trying again since a quota may have been reached and this course may soon sync again.
   • If the LMS data is syncing yet all records are missing data or showing incorrect data, then most likely the LMS ID assigned to the course section is incorrect.
   • If the LMS ID displayed on the Course Section in SS&E is missing, this indicates that the LMS Course Resolver was unable to match the LMS course with a course section syncing from the SIS. To fix this, either:
     1. 1. 1. Update the course section in your LMS system so that it meets the specification of your LMS Course Resolver using the LMS implementation documentation.
           2. Manually update the LMS ID directly in Course Sections Administration.
              • Click here for more information.
              • For instructions on how to override the LMS ID in Course Sections Administration, click here.
   • If only one or some students display incorrect LMS data in the raw data displayed on Enrollments from LMS, click here for troubleshooting steps.

2) All/some LMS IDs are not populating from the LMS Course Resolver

Resolution Summary:

Verify that the LMS ID is populated and the API call is returning course sections from the LMS.

The following steps help verify that the Course Resolver is syncing properly:

How to check if the LMS Course Resolver is populating LMS IDs in SS&E:

From Course Section Administration, select the term that is not syncing and sort by the LMS ID column.

• If some LMS IDs are missing, we recommend manually populating the LMD ID using the instructions found here.
• If there are too many LMS Ids to manually update, please share a spreadsheet of all the missing LMS IDs using the format provided during implementation. For assitance with the spreadsheet format, please open a Support ticket to request a template from the Implentation team.
• If there are no LMS Ids syncing for the current term, verify that the LMS job is running,
• If the job is running and there are no courses syncing for the current term, this indicates that something has changed in the LMS system or the API since implementation. For a resolution, please open a Support ticket for further assistance.

How to check if the LMS API is working:

1. Locate the lmsCourseSectionSynchJob used to sync course sections from the LMS, from here. 
2. Drill down into the most recent job execution steps until you reach the "Steps" screen.
3. Click the Id link next to the "setupCourseSectionsStep" 
   • The Read and Write columns on this step display the number of course sections that were found and imported from the LMS.
   • If this number is consistently 0, this indicates a problem in the LMS course section API call.
   • To verify the API, please contact your LMS provider and ask them to check if something changed in the API that may explain why no course sections are being returned.
4. If the reads/writes are not 0, check the LMS Resolver following instructions from here.

In addition, to view the job status or check job history, SS&E Administrators can always monitor LMS Integration Jobs from Advanced Administration -> Batch Processing.

3) Merged/meta-linked LMS sections are not linking properly in SS&E

In order for merged classes to link appropriately, the implemented LMS resolver must support multi-section LMS ids.

1. During implementation, each institution determines how the LMS resolver should map LMS course sections to course sections imported from the SIS.
2. If set as a requirement during implementation, the LMS resolver is designed to optionally handle and return multiple SIS sections for a single LMS section.
   • The identifier (usually the short name for Moodle and id for Blackboard/Canvas) must be set in the LMS such that the course code, term, and each section can be identified from it. Then the resolver is implemented to respect this format.
3. If the LMS Course Resolver was not implemented to handle merged courses, we recommend manually overriding the LMS ID in Course Section Administration.

4) If the course LMS Id is correct, is there an error syncing data from the LMS?

How to check for LMS Enrollment errors on a specific course section:

1. From Course Section Administration, search for the course section and select the Course Section ID.
2. Click on "Enrollments from LMS" from the menu bar.
3. Is there an error message?
4. If yes, is the error listed in the examples shared below? 
5. If not, please copy the error message and open a support ticket for further assistance adding screenshots of everything that has been checked.

Error Examples:

• "Expected json, received markup" indicates that the LMS Integration is sending a web page instead of a data file. To fix this, please open a ticket with the LMS vendor's support team.
• If all course sections are failing with "Failed to fetch enrollments for course section." this indicates that something has changed in the LMS system or the API and no data can sync. To fix this, verify that the job is running. For additional troubleshooting steps, click here.
  
• If a few/some course sections are failing with "Failed to fetch enrollments for course section." this indicates that something has changed in the LMS system or the API for this course section. Verify that the course is set up and formatted correctly in the LMS system by comparing it to another course that is syncing properly. If everything looks good, please open a Support ticket including screenshots of what was checked in the LMS.
• If there is a Time-out error, we recommend waiting and trying again since a quota may have been reached and the course enrollment data may soon sync again.

5) The LMS Enrollment Import Job is not running or 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 or stopping, please open a support ticket for further assistance.
5. In addition, to view a job status and check the job status history at any time, SS&E Admin users can monitor jobs from Advanced Administration -> Batch Processing.

6) Current Grades are Missing - The LMS Grades are not formatted as a percentage.

If the LMS Integration API jobs are running and completing consistently, course section LMS IDs are syncing correctly, yet Current Grade enrollment data is not syncing, we recommend checking that the LMS Grades are formatted properly as a percentage on all course sections in the LMS. 

• For current grades to sync from the LMS, the LMS course section Gradebooks must be formatted correctly within the LMS system.
• For each course section, the Current/Total grades must be formatted as a percentage in the LMS system in order to be processed and synced with SS&E.
• To check this, compare course sections that are missing grades with course section that are syncing current grade data from the LMS.
• If current grades are not syncing after verifying that they are formatted correctly as a percentage in the LMS, please open a Support ticket including screenshots from the LMS System that show the grades format from a course section that is syncing current grades and from the course section that is not syncing any current grades. 

Assignment submission dates are later than LMS last login dates

It is somewhat unintuitive that an assignment can be submitted without a login. Usually, the reason this happens is that an instructor manually entered an assignment submission/grade for an external assignment.

For example, grading a paper exam and entering it into the LMS may trigger an "assignment submission" (depending on the LMS system) even though there was no actual login "by the student".

• It's helpful to think about "last login date" as actual LMS participation instead.
• It's helpful to think about "last assignment submission date" as coursework participation.

Number of Logins is not the same in SS&E as in the LMS

The Number of Logins value on the courses tab of a student is the number of times SS&E has seen the Last Login Date value change, not necessarily the total number of times a student has actually access the course in the LMS.

Next Steps 

If you are unable to resolve the missing LMS data:

1. 1. Create an internal support process with your school's local IT department first.
   2. Open a Support ticket describing the problem and include screenshots from your troubleshooting steps in order to speed up the resolution process.
   3. If additional support is needed to maintain data integrations, consider purchasing a support plan which allows support tickets to escalate immediately to the Professional Services team for assistance.