If you see a hazard icon on some of your enrollments, it can indicate that either course or student data is not synchronizing. By clicking on the icon, you can see whether the problem is the course, enrollment, or both. For example, a course synchronization issue will show the following message:

There are several steps for troubleshooting that can be useful. This document provides some common areas to check, but it's still a work-in-progress, so it's not complete. If you feel unsure, feel free to reach out to support and we can check your installation for you!

<aside> ❌ If your Moodle instance is completely failing to synchronize or interact with Moodle, this is often a separate issue. You'll need to reach out to support for assistance with this particular situation. You can read more about this in our synchronization details documentation.

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Error syncing course

1. Check that the course exists in Moodle and has not been deleted
2. Look under "Grades / Grade administration / Setup / Course grade settings" and ensure that the settings are not hiding key grade information. If you have configured a course to not show grade information, SMS will not be able to read it and will display a synchronization warning. In most cases this means simply leaving them set to the default value, but specifically check:
   • Show grades: Default (Show)
   • Show ranges: Default (Show)
   • Show feedback: Default (Show)
3. Tried everything? Reach out to [email protected] and we'll check for you!

Error syncing enrolment

1. Check that the student has not been deleted from Moodle
2. Check that the student is still enrolled in the course
3. Tried everything? Reach out [email protected] and we'll check for you!

After resolving

Once you resolve a synchronization issue, it will take up to 30 minutes for the hazard indicator to be removed. This occurs at the next time SMS synchronizes with Moodle. To reach more about how synchronization works, see our documentation here:

Moodle Synchronization Details