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INTEGRATIONS: Error FAQs & Troubleshooting

Table of Contents

Overview
SIS-Specific Merge Error Guides
FAQs
Troubleshooting Merge Errors
Related Articles

Overview

  • Student Information System (SIS) platforms have certain requirements that must be met in order for data to be accepted during a merge. If those requirements are not met, a merge error can occur. 

  • This article captures general FAQs and troubleshooting issues that can occur regardless of SIS but also links out to common merge error guides that are SIS-specific.

  • For a general overview of managing merge errors, go here.

 

SIS-Specific Merge Error Guides

  • Several SIS-specific merge error guides are attached to the bottom of this article.

  • These guides walk you through common merge errors as well as how to resolve and prevent them.

  • If your SIS isn’t included, reach out to your Customer Success contact for guidance. 

 

FAQs

How can I prevent merge errors from happening in the first place? 
Do relationship integration errors appear in the integration dashboard?

How can I prevent merge errors from happening in the first place? 

Many merge errors can be prevented by creating and/or enabling section rules. You can learn more about section rules here

Do relationship integration errors appear in the integration dashboard?

Relationship integration errors will not appear in the Integration Dashboard. Relationship integration errors will show only in the relationship modal, which is accessible in two places: the Relationship page and the Section Editor.  

  • Relationship Page: Academic Scheduling > Relationships.

  • Section Editor: Academic Scheduling > Section Editor > (Click Section) > (Hover over section number) > Open Section Editor > Relationships.

 

You can learn more about relationships here.

 

Troubleshooting Merge Errors

Troubleshooting Overview
Changes in SIS Don't Appear in Coursedog
Could Not Fetch Data from SIS
Failing with [#] Errors Sending Back to SIS
404 Not Found, 406 Not Acceptable, 502 Bad Gateway and 504 Gateway Time Out
Missing Attribute Mappings

Troubleshooting Overview

The below steps provide a high-level overview of reviewing and resolving merge errors.

 

Step 1: 

  • Locate the report that contains errors.

  • If you aren’t sure, you can reference the date of the merge notification email you received that noted errors. 

 

Step 2: Click “View Report Details”.

Step 3: Expand the section containing the errors by clicking the toggle next to any steps that say “Unable to sync some changes”.

Step 4: 

  • Review the errors section of the report to find a reason for the failure.

  • You can then decide if the scheduler was doing something incorrectly in Coursedog such as deleting meetings and leaving the assigned instructor still configured or if there are errors that require the Coursedog Customer Success team to assist.

Step 5: 

  • Using the merge error as your guide, open the Section Editor to resolve.

  • Access the Section Editor at Academic Scheduling > Section Editor > (Select Parent Course) > (Hover over the section number to access the “open section editor” option) > Open Section Editor.

 

Changes in SIS Don't Appear in Coursedog

Problem Overview

Changes you made to data in your SIS aren’t appearing in Coursedog.

 

Solution Overview

  • When making changes to data in the SIS, those changes are typically not reflected in Coursedog immediately and will generally take up to 24 hours to go through.

  • If you have recently made a change to data in the SIS and that data appears to be missing, please ensure you have allowed the appropriate amount of time for the changes to be pushed through. 

Could Not Fetch Data from SIS

Problem Overview

This typically refers to a connection issue that may be related to the SIS, DataPort, or with a Coursedog data partner.

 

Solution Overview

Any time this specific message appears following a nightly integration, best practice is to reach out to Coursedog Support.

 

Failing with [#] Errors Sending Back to SIS

Problem Overview

This means that an update failed to successfully sync to the SIS.

Solution Overview

This is just a section title in the report that lets you know how many errors occurred; you’ll need to review individual errors within the report to solve each one. 

404 Not Found, 406 Not Acceptable, 502 Bad Gateway and 504 Gateway Time Out

Problem Overview

If these errors are encountered, they will appear in the merge report and likely result in the complete failure of a merge.  

Solution Overview

The suggested solution depends on a few factors; review each of the below to determine which course of action is best for you. 

 

If You Experience This During a Real-Time Merge

Try the real-time merge again to see if the real-time merge succeeds or continues to fail.

 

If You Experience This During the Nightly Merge

If real-time merges are enabled, verify whether they are currently succeeding. If they are, wait for the next nightly merge to complete. If the nightly merge fails again, check with your school IT department to validate whether your SIS system is available during the period in which the nightly merges run. The SIS system may be unavailable for a period of time each night to facilitate IT maintenance, reporting, and other tasks. If this is the case, contact Coursedog support to discuss resolution steps.

 

If Real-Time Merges are Currently Failing in Addition to the Nightly Merge

Contact Coursedog support, N2N support, or your internal IT support - to verify the state of the integration gateway (if present) and restart if necessary).

 

If Real-Time Merges Succeed and the Next Nightly Merge Returns Errors Again

Check whether your system is available during the merge period (i.e. Does your institution have nightly SIS maintenance during this time and the SIS is unavailable?).

 

If Real-Time Merges are Also Failing

Contact your Coursedog admin (they can contact Coursedog support, n2n support, and internal IT to verify the state of the integration gateway (if present) and restart if necessary.

 

Additional Recommendations

  • If your school consistently receives the error despite following the appropriate resolution above, please reach out to customer support.

  • If you are not able to replicate the error, then the error might have been caused by a period of high load, network instability, or other transient factor. If this behavior is persistent, contact customer support; we will work with your IT team and integration provider to determine next steps.

 

Missing Attribute Mappings

Problem Overview

This means that an attribute mapping is missing for the integration to know how to map a field value between the SIS and Coursedog (typically used when the SIS stores it as a code (i.e. LEC), but it is presented in Coursedog as a description (i.e. Lecture). This can happen when you add a new value option in the template and don’t add a corresponding mapping in the admin dashboard. You can read more on attribute mappings here

 

Solution Overview

  1. Using the error message at the top of the merge report (see above), identify the entity type, the field, and the value that is missing a mapping.

  2. Navigate to the “Integration Attribute Mappings” tab and select the right entity type and field.

  3. Add the missing attribute mapping as shown below and Save.

  4. You can then run a manual merge or wait until the next nightly merge to confirm that the issue has been resolved.

 

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