New students not coming over in PowerSchool sync process

[KevinFlynn23]

None of the new freshman and/or transfer students are appearing in Canvas after the nightly PowerSchool sync is sent.  We have 120+ new students who don't show up in Canvas, even though the sync status is successful.  These students cannot use Canvas, nor can the Teachers see them in Canvas, perform assignments, etc.  Is there some setting in either Canvas or PowerSchool that is incorrect?

[dbrace · Accepted solution]

Hi @KevinFlynn23,

Unforunately, this type of question is not something that can easily be answered in the Canvas Community. Have you reported this directly to Canvas Support and requested that it be classified as an SIS escalation?

-Doug

[dbrace · Accepted solution]

Hi @KevinFlynn23,

Unforunately, this type of question is not something that can easily be answered in the Canvas Community. Have you reported this directly to Canvas Support and requested that it be classified as an SIS escalation?

-Doug

[KevinFlynn23]

The support from Instructure has been non-existent outside of automated emails, which is why I posted here as I'm getting desperate.  I've written several tickets in the past week as neither the PS to Canvas (rostering) feed is working, and the reverse Grade sync feed from Canvas to PS is also not working.  I've gotten an automated response about ticket received.  Another automated response about the fact that it's been escalated to SIS, and a 3rd indicating that it's an interface issue and it'll be several days to look at it since they're experiencing high call volume.  Service has been extremely disappointing.  No phone numbers, no path of escalation, etc.  

[dbrace · Accepted solution]

Since you have already reached out to Canvas Support, @KevinFlynn23, your next best option is to contact your CSM and provide them with the ticket number(s). They will then do their best to look into the status and escalate as best as they can.

Another option is to reply back to any email notifications that you have received, and I know it can be difficult, nicely request an update.

-Doug