This article covers the following:
- What is a sync hold?
- How do I read my Sync Report?
- What if the changes in the hold are intentional?
- What if the changes in the hold don't look correct?
- Rollovers causing a hold
When your district's most recent sync changes a significant amount of the data that is currently in your Clever account, our system places the sync on hold. A hold is triggered if your district's sync is deleting 10% of an existing record type, or if 75% of an existing record type is changing. This is a safeguard to prevent potentially incorrect or undesired changes from processing into Clever and to your district's connected applications.
If your district's sync has been put on hold, you will receive an email asking you to review the hold, and you will see the following message on your Clever district dashboard:
You can click “Review Hold” to access the Sync Report.
On the Sync Report page in your district dashboard, you will see a table summarizing the changes to your data that caused the hold.
For more details on changes for specific record types since your last successful upload, click 'Download Changes' next to the data type. This will allow you to view a CSV file of all of the updates, deletions, and errors for that data type.
Great! You can click the blue button that says 'Approve Changes'.
If the changes are less than 95% deletions or updates for any data type, then clicking this button will release the hold on your sync. Clever will immediately start processing the new data contained in your district's most recent sync.
If the changes are more than 95% deletions or updates for any data type, clicking the 'Approve Changes' button will cause the button to grey out, and opens a ticket with Clever Support. Be sure to include a message including details about the intended change. Clever Support will review the hold and release it if everything looks correct, or reach out for more information if there are any concerns.
No problem! If the changes were not intentional, please follow these steps:
For districts using the SFTP sync:
- Click 'Discard Changes'.
- Review and correct the .csv files that your district is uploading to Clever.
- Submit another upload. If the revised upload matches your existing data in Clever closely enough, the new upload will override the hold and process automatically.
For districts using the Auto Sync:
- Click 'Discard Changes'.
- Confirm that the information in your SIS has not drastically changed.
- Contact Clever Support for further assistance.
Rollovers causing a hold
Rolling over your SIS will likely cause a hold on your account- this is expected! Typically, rollover holds will contain very large changes--we often see the changes of the following nature when you finish scheduling for the new school year:
- Sections: 100% deleted, 100% created
- Students: 100% updated, 10-25% deleted, 10-25% created
- Teachers: 10-20% deleted, 10-20% created
These types of changes are expected and normal in the post-rollover hold. If you're not sure about the hold, download the associated files to check that the data looks correct and, of course, feel free to submit a request to Clever Support if you'd like additional help!