Troubleshooting sync issues

Over time, issues may occur that prevent data from syncing correctly. These typically appear as either incomplete or Out of sync statuses. Each issue must be manually resolved to restore proper syncing.

Incomplete

An incomplete status indicates that one or more fields cannot be synced, although other fields may still sync successfully. This usually happens when table values in one connected system don’t match those in another.

To view incomplete sync issues:

1. Go to the Total School page.

2. Under the Needs attention section, select Review linked records with an incomplete sync status.

For example, if a gender option is changed in Education Management to a value that doesn’t exist in Raiser’s Edge NXT, the field will remain incomplete. It cannot sync until the corresponding value is added to the Gender table in Raiser’s Edge NXT.

You can find more information about table values in each platform at:

• Blackbaud Education Management

• Blackbaud Raiser’s Edge NXT

Out of sync

An out of sync status means that no fields can be synced. This can happen for several reasons, such as:

• A linked user was deleted in one of the connected platforms.

• Total School was turned off, changes were made while offline, and then it was turned back on—causing a mismatch between the previously recorded data and the new changes.

An out of sync status means that no fields can be synced. This occurs for several reasons, such as a linked user being deleted on one connected platform, or Total School was turned off, changes occurred while offline, and then turned back on, resulting in a mismatch between the data previously recorded by Total School and the new changes.

To view out of sync issues:

1. Go to the Total School page.

2. Under the Needs attention section, select Review linked records with data out of sync between the systems.

Resolving out of sync issues

If the issue is due to a deleted profile, you may need to either delete the corresponding profile in the other platform or pair the remaining profile with a new one.

If the issue is due to changes made while Total School was disabled, the system will show a list of all fields with conflicting values. You must choose which value to keep.

To resolve field-level conflicts:

1. On the Linked records with an out of sync status page, select the context menu () next to the affected record.

2. Click Merge.

3. In the displayed columns, select the field value you want to keep.

   Warning: Selecting a field under the Raiser’s Edge NXT column will overwrite the corresponding field in Education Management, and vice versa.

4. Click Save.