Audience: Administrators with Clever, ClassLink, or Wonde rostering enabled
Districts or schools rostering with third-party rostering services can view errors under Manage Roster/Registration Sync on the dashboard.
How to resolve errors
1. Tap View errors to read the error and resolution.
2. Make the changes required to your data in your third-party service or your Seesaw dashboard per the instructions under resolution. To learn more about how to resolve specific errors, see below.
3. Most errors will require a 're-sync' after you have made the required changes to your data. You can re-sync by tapping re-run sync from the view errors screen under Manage Roster/Registration Sync OR tap Manage Roster/Registration Sync > click the three dots next to the school you updated > click Full sync.
⚠️ Please note: If you run a full Sync for a school, or click the district 'Full Sync' button, this will re-sync all classes in Seesaw and update enrollments to match exactly what is in your third-party service. Students who were manually added to classes will be removed. Do not re-sync if you do not want to remove manually added students. Additional settings can be managed in your Sync Settings. More information here.
Understanding the CSV
If you tap View Errors, it will provide the following:
- Error: a short reason summarizing what is wrong.
- Count: the number of affected accounts/classes.
- Impact
- Resolution: steps on how to fix the issues.
- Date: the date the error occurred
- Error Data: a CSV download of detailed information
If you tap the download button, you will receive a CSV file containing the information that is being sent to us from your third-party provider and the data that does not match in Seesaw. Here is how to read the information:
| Severity | Hold or Error. See explanation above. |
| School/District | The school where the error occurred. |
| Issue | The short explanation of why. |
| Roster ID | The user/classes third party ID. |
| Type | Teacher, Student, Class, Admin, or Family |
| Roster Student ID | The student ID in your third-party system. |
| Roster Email | The email from your third-party system. |
| Roster First Name | The first name in your third-party system. |
| Roster Last Name | The last name in your third-party system. |
| Seesaw ID | A unique ID in Seesaw that cannot be changed and is only visible to Seesaw Support. |
| Seesaw Student ID | The student ID of the student on your school dashboard and in Seesaw. |
| Seesaw Email | The email associated with the account in Seesaw. |
| Seesaw First Name | The first name associated with the account in Seesaw. |
| Seesaw Last Name | The last name associated with the account in Seesaw. |
| Seesaw Display Name | The display name (which can be different than the first/last name) with the account in Seesaw. |
| School(s) Roster ID | The school's third-party ID. |
| Roster Class ID | The class's third-party ID that the user is associated with. |
Individual error resolution steps
Most errors can be resolved by editing the information in Seesaw to match the data coming from your third-party provider. Here are some basic resolution steps for our most common or easily resolved errors.
There are some errors that you will need the help of Seesaw Support. If this occurs, please submit a Help Ticket.
*Please note: If you need assistance in editing a Seesaw account that has a third-party ID, you will need Seesaw Support’s assistance.
| Error Name | Resolution |
| The associated user is using an email address that does not contain a trusted domain for this school. | Please check that the associated user is using an email with a trusted domain for this school. If correct, please add the domain for your District, and re-sync. You can find directions here to add a domain to the school or district. |
| Email for teacher account already in use | The email is attempting to be updated for the account with the Clever/ClassLink/Wonde account. However, it already exists within Seesaw. You will need to contact Seesaw Support to assist you in updating the email. We cannot merge teacher accounts at this time. |
| Family member missing email and phone number | Add the email or phone number for this user in your SIS/MIS and re-sync. |
| Email for family account cannot be updated | The email address in Seesaw must match the email address in your SIS/MIS. If the family member has updated their email in Seesaw or your MIS/SIS, they will also need to update it in the other location. Only the family member can update the email in their Seesaw account. |
| Phone number for family account cannot be updated | The phone number in Seesaw must match the phone number in your SIS/MIS. If the family member has updated their phone number in Seesaw or your MIS/SIS, they will also need to update it in the other location. Only the family member can update the phone number in their Seesaw account. (US and Canada ONLY) |
| Unexpected Error. | Due to an unexpected error, your sync was not able to complete. Please tap (...) next to the school on the Roster/Registration Sync page > Run full sync. If the error persists, contact Seesaw Support. |
| More than 50 admins shared with Seesaw | Seesaw only supports up to 50 admins per school. Please remove Admin from each school that are not needed, and/or update your sharing rules in Clever/ClassLink to remove the extra Admin. Seesaw cannot sync until this is resolved. Once it is resolved, run a full sync at the school to clear this hold. |
| Student accounts are being updated, but the names don't match | Student names in Seesaw do not match names in Clever/Classlink/Wonde. If it is the same student and there is an issue with a typo or name issue, update the student's display name under the Student tab. If it is the first or last name with an issue, you will need to contact Seesaw Support. You cannot edit the first or last name on a third-party student account. If this is not the correct student, update student IDs in Seesaw by tapping the Students tab > Edit student > Student ID. Once updated, re-sync. Read more about using ‘Preferred Names’ and Seesaw. |
| More than 25% of students matched on the wrong ID | The system is attempting to update the Student ID in Seesaw, but too much information is changing. Verify that the changes should be made and complete an additional full sync. If the changes should not happen, review your SIS/MIS data. |
| Students being merged have an email that does not contain a trusted domain for this school | Please check that the associated user is using an email with a trusted domain for this school. If correct, please update the domains for your District, and re-sync. If incorrect, update the student's email address in your MIS/SIS. |
| Students being merged both have a student ID | Admin will need to go 1-by-1 to the Student Tab > find the student > edit student > remove the incorrect ID. If they do not see/have access to the incorrect one, they will need to reach out to Seesaw support for help. The student may have a different ID at different schools within the district. |
| [Account type (ex. Teacher)] missing email | This teacher doesn't have an email address in your MIS/SIS. Please add an email address for this account. |
| [Account type (ex. Teacher)] missing school | Make sure that these accounts are assigned to a school in your SIS/MIS, then re-sync all relevant schools. |
| Account being updated is associated with multiple rosters | Contact Support for help with this issue. |
| [Account type (ex. Teacher)] is missing from shared data | If the data wasn't shared, update the sharing rules in Wonde/ClassLink/Clever to include the missing accounts or classes. If the data was shared correctly, then the data may be missing because of another error with your sync. Complete a full sync once you have updated your sharing rules or reviewed that the information is correct. |
| More than 7 [Clever/Classlink/Wonde] IDs for the same account |
These accounts have more than 7 Clever/Classlink/Wonde IDs for the same account. Review this email address in your SIS/MIS so that it does not have more than 7 associated IDs. Once your SIS/MIS has been updated, contact Seesaw Support to have the additional IDs removed. This most commonly occurs when there is a placeholder email used at the beginning of the year. It is important to contact Seesaw Support before updating the placeholder email in your SIS/MIS if you have already completed your first sync of the year. |
| There was an error when adding or removing the account from the org | Complete an additional full sync. If this issue persists, contact Seesaw Support. |
| Multiple Seesaw accounts with the same Clever/ClassLink/Wonde ID | A Clever/Classlink/Wonde ID is being used by more than one account in Seesaw. Contact Seesaw Support. |
| Multiple Seesaw accounts with the same email. | An email is being used by more than one account in Seesaw. Contact Seesaw Support. |
| More than 100 classes for a teacher or student. | Seesaw only supports up to 100 classes for a teacher or student. Please remove classes that are not needed and/or update your sharing rules in Clever/Classlink/Wonde to remove the extra classes. Then complete a partial sync. |
| More than [X] teachers or students in a class. |
Seesaw only supports up to 30 teachers in a class. Please remove the extra teachers and/or update your sharing rules to remove the extra teachers. Seesaw only supports up to 150 students in a class. Please remove the extra students and/or update your sharing rules to remove the extra students. |
| A person cannot be both a teacher and a student in a class. | Make sure the teacher you are trying to add is not also listed as a student in the class in your SIS/MIS. Make sure the student you are trying to add is not also listed as a teacher in the class in your SIS/MIS. |
| There was an issue creating a new admin account because the integration type is not supported | Please contact Seesaw support for help in resolving this issue. |
| ID reused for different Seesaw users or classes | An ID is being used by more than one user in Seesaw. Review your MIS/SIS to ensure each user has their own ID. Contact Seesaw Support if you need additional help updating data in Seesaw. |
| [Account type] is in a school that is not set up in Seesaw. | These accounts or classes belong to schools included in the sharing rules for your district but not associated with an existing school in Seesaw. If this information should not be shared in Seesaw, please update your sharing rules and complete a full sync. If these accounts should be rostered to Seesaw, please contact Seesaw Support. |
| Class missing class name | Make sure that these classes/registration groups have a class name. Complete a full sync. |
| Third-party error. | We encountered an error from Clever/Classlink/Wonde. Please complete a full sync again. If the issue persists, then please contact support. |
| No Admins found in your School. Syncing will continue. | Schools must have at least one School Admin. Update your sharing rules in Clever/Classlink to include an Admin for this School. If you do not share a School Admin, manually add an admin via Schoolwide Settings. |
| Students being merged/updated but names don't match | In the School Dashboard, edit the student's name in Seesaw to match Clever/ClassLink by tapping the Students tab > Edit Student > Name. If the account has a Clever/ClassLink/Wonde ID, you will not be able to edit the first or last name. Contact Seesaw Support for help. |
| Over 30 days since last sync | Your data hasn't synced in over 30 days. Please run a full sync to update your data. |
| More than 60% of students being updated in an existing class | Please tap the Classes tab in the School Dashboard and look up the affected class by Clever/ClassLink/Wonde Class ID to compare the students listed in the class versus what you are seeing in your SIS/MIS. If the SIS/MIS is inaccurate, please update it. If the SIS is correct, please contact Support to override the error and update student enrollments. |
| Multiple Seesaw accounts match student data from [Clever/Classlink/Wonde] but names don't match | Contact Seesaw Support to assist you in updating names. |
| Student accounts could not be merged because one or both accounts is a parent or teacher account | Contact Support with the email addresses of the impacted accounts. You will need their assistance. |
| Students could not be merged because the merged account would have both Clever and ClassLink IDs. | Students can only be shared in Clever, ClassLink, or Wonde, not more than one. Contact Seesaw Support to remove the incorrect third-party ID. |
| Students could not be merged because the merged account would have more than 7 Clever/Classlink/Wonde IDs for the same account. | These accounts have more than 7 Clever/Classlink/Wonde IDs for the same account. Review this email address in your SIS/MIS so that it does not have more than 7 associated IDs. Once your SIS/MIS has been updated, contact Seesaw Support to have the additional IDs removed. |
| Students could not be merged because the email is already in use by another student account | Tap the student tab in the admin dashboard > edit student to change the email address on the conflicting student account, or tap the student tab > edit student > Enter correct ID > add ID and merge the two accounts manually. |
Sync errors involving family members
Your third-party provider cannot update family member accounts. When you receive a sync error regarding family members, either:
The family member will need to update their account settings to match the data in your SIS.
or
You will need to update your SIS information to match the account information for the family member in Seesaw.
| Family member missing email and phone number | This field is blank in your SIS/MIS. You will need to enter a value in your SIS/MIS. |
| Email for family account cannot be updated | The family member's third-party ID is already attached to an account in Seesaw. The account in Seesaw has a different email address than the one listed in your SIS/MIS. Update the SIS/MIS to the email in the family account or have the family member update their email address in Seesaw to match the SIS/MIS. |
| Phone number for family account cannot be updated | The family member's third-party ID is already attached to an account in Seesaw. The account in Seesaw has a different phone number than the one listed in your SIS/MIS. Update the SIS/MIS to the phone number in the family account or have the family member update their phone number in Seesaw to match the SIS/MIS. |
Receiving nightly sync emails
If you have the admin permissions for Rostering, you should receive an email notification when an error occurs.
- You must have email notifications enabled
- The email will only send once on the night the error occurs.
- Rostering permissions are tied to your account
If all of these stipulations are met and you are still not receiving the notification, please contact Seesaw Support.