Troubleshooting Issues

If you are experiencing issues that are not covered in this document, please reach out to Edlink support at support@ed.link. We are happy to help!

This document provides troubleshooting guidance for Infinite Campus integrations, including common issues that may arise during setup or synchronization. For further assistance, contact Edlink support or your Customer Success Manager.

Common Issues

Below are common Infinite Campus integration issues and their potential resolutions.

Role Mapping Errors

• Issue: User information appears incorrect or does not reflect properly in Edlink.
  • Potential Resolutions:
    1. Navigate to the source's "Settings" page in the sidebar for the source, click the "Validate Configuration" button, and confirm that the validation operations completed successfully. This should create a default source-to-edlink mapping for various user information fields.
    2. Navigate to the "Field Mapping" menu for the source. Here you will find source-to-edlink mappings for various fields such as agent relaionships, races, disabilities, etc.
    3. Remap mislabeled user information properly using the dropdown menu.
    4. The user information will be updated in accordance with the new mapping on the next sync.

Sync Completion Errors

• Issue: Syncs are failing due to missing required files in the SFTP server.
  • Potential Resolutions:
    • The required file that is missing from the client's SFTP server should be indicated by the error message.
    • All of the below files are required for the Infinite Campus SFTP sync to work properly:
      • CampusAttribute.csv
      • Course.csv
      • District.csv
      • Employment.csv
      • EmploymentAssignment.csv
      • EmploymentAssignmentLocation.csv
      • Enrollment.csv
      • Identity.csv
      • Person.csv
      • Roster.csv
      • School.csv
      • SchoolYear.csv
      • Section.csv
      • SectionStaffHistory.csv
      • Trial.csv
    • To personally comfirm which files are and are not present in a source's SFTP server, you need to access the SFTP server's contents.
      1. Download Filezilla (an SFTP client): https://filezilla-project.org/
      2. Open Filezilla and click File > Site Manager > New Site
      3. Protocol should be "SFTP - SSH File Transfer Protocol" and Logon Type should be "Normal". The Host, User, Password, and Port fields should be filled out using the SFTP credentials displayed on the source "Settings" page on the edlink dashboard.
      4. Click "Connect" in Filezilla and, if the entered credentials are correct, you will be able to view the contents of the client's SFTP server.
      5. If any of the above required files are missing, contact the source and tell them to add them in.