Troubleshooting Issues

This document provides troubleshooting guidance for Aeries integrations, including some common issues. For further assistance, contact Edlink support or your Customer Success Manager.

Common Issues

You can find solutions to common Aeries integration issues below.

Missing Students or Staff

• Issue: Some students or staff members are missing from the sync.
  • Potential Resolutions:
    • Ensure the Aeries API user has permissions to access student and staff endpoints (students.read, staff.read).
    • Verify that the affected individuals are marked as Active in Aeries. Inactive individuals may be excluded from the sync.

Incomplete Course or Enrollment Data

• Issue: Course data or enrollments are incomplete or missing.
  • Potential Resolutions:
    • Confirm that the API user has access to course and enrollment endpoints (courses.read, enrollments.read).
    • Check if the courses are linked to a session that is currently syncing. Sessions must be active for enrollments to appear.

Attendance Not Syncing

• Issue: Attendance data is not appearing in Edlink.
  • Potential Resolutions:
    • Ensure that attendance tracking is enabled for the Aeries API user. Some districts may have restricted API access to attendance endpoints.
    • Verify that attendance codes are configured correctly within Aeries.

Duplicate Records

• Issue: Duplicate students or staff appear after syncing.
  • Potential Resolutions:
    • Ensure that StudentID or StaffID is being used as the unique identifier during sync.
    • Check for duplicate entries in Aeries, as these may carry over into Edlink.

Enrollment Status Discrepancies

• Issue: Enrollment status (e.g., Active, Inactive) does not reflect correctly.
  • Potential Resolutions:
    • Verify that the latest enrollment state changes in Aeries have been updated before syncing.
    • Re-run the sync to ensure the latest data is pulled.

API Connection Errors

• Issue: The sync fails due to API errors.
  • Potential Resolutions:
    • Confirm that the Aeries API credentials (client ID, secret, endpoint URL) are correct.
    • Check if the Aeries API is experiencing downtime by visiting the Aeries status page or contacting their support.