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 SMS is completely failing to synchronize or interact with your LMS, this is often a separate issue. You'll need to reach out to support for assistance with this 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. If you use Moodle, check your grade book configuration. If you have configured a course to hide grade information, your SMS will display a synchronization error. Check these:

   • Show grades: Default (Show)
   • Show ranges: Default (Show)
   • Show feedback: Default (Show)

   If you’re unsure, compare your grade book configuration against a course which is working — any unique settings in the non-working course may need to be set to their default values.

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. If you use Brightspace, check your grade book configuration. If you have configured a course to hide grade information, your SMS will display a synchronization error. Check these:

   • Release: Calculated Final Grade
   • Automatically release final grade: Yes (i.e., checked)

   If you’re unsure, compare your grade book configuration against a course which is working — any unique settings in the non-working course may need to be set to their default values.

4. 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