Occasionally, data import may contain bad or incomplete data - this affects schedules in School Loop, causing the following issues: all students are dropped for numerous teachers, courses removed, etc. As a temporary fix, School Loop support can restore one of the previous imports with correct information. This process should be done only when a large number of teachers is affected.
Please submit a ticket and specify the affected School Names and Teachers under each school (if not all teachers are impacted) and when the issue started.
This task can be performed only by School Loop Support agents; access to School Loop Live is required.
When incorrect data is imported for one school, all schools in the district are usually impacted. Hence, agents should check several schools in the district and several teachers under each school to identify if all users are affected.
- From School Loop Live, search for the customer's district and click on its name.
- Open School Site List.
- Open one of the affected schools.
- Navigate to User Management > Teachers > Teachers.
- Log in to one of the teacher accounts reported by the customer.
- Open one of the user's gradebooks.
- If you are opening the gradebook for the first time, the following message is displayed:
Students have been dropped from your classes.
Click Continue on to your gradebook.
If the gradebook was already opened after the import, this message does not appear - proceed to the next step.
- The gradebook with all students crossed out (dropped) is displayed. This indicates that the students were removed from the course according to the latest data import.
- Check if other gradebooks for the same teacher are impacted (steps 6-8).
- Perform steps 4-9 for another teacher under the same school; select the teacher mentioned by the customer or a random one (if the name was not provided).
- Go back to the School Loop Live homepage and perform steps 1-10 for other schools in the district to check if it is a district-wide issue.
To resolve the problem (and its reason), the District Admin handling Sloopy needs to check why incorrect data is exported from SIS and fix the root cause. Make sure that the exported files follow the correct format. For more info, refer to the article Troubleshooting Data Import Issues (step 1).
As a temporary fix, Support Agents can roll back the impacted schools to the most recent data import that contains correct data - this will enable teachers to work with gradebooks. The following steps need to be performed for each affected school:
- Open the affected school (steps 1-3 from Diagnosis).
- From the Imports section, click Make Current Data Set under the import for the date before the issue started (according to the customer).
If the customer did not specify when the issue started, restore the previous data import (second from the top).
Note: All imports for the previous 30 days are listed and can be restored.
- Perform the steps from Diagnosis again, checking the affected teachers and gradebooks.
Students should not be dropped anymore.
- If the students are still displayed as dropped, roll back to the next import in the list (e.g., if you restored second import from the top, select third from the top), and check the gradebooks again. Perform this cycle until you restore a data import with valid information.