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Edmentum Support

SIS Integration Troubleshooting

Overview

PLATO Courseware is capable of integrating with Clever, a 3rd party provider of API/SSO services for automation of specific tasks within PLATO Courseware. As part of this connection, a Clever Error Log will be available within the program to help you identify and repair any issues for your users. Please use the information and examples below to help guide you through making these updates within your PLATO Courseware account.

PLATO Courseware Clever Error Log

1. Login as the Account Administrator to PLATO Courseware
2. Select Administration Center from the ribbon at the top of your screen.

3. Select "Settings" from the Administration Center, and then on "Clever Errors" to access the Clever Synchronization page within PLATO Courseware.

4. From the Clever Synchronization page you can observe any errors reported as part of your connection to Clever and even process a "re-sync" if needed.
5. There are 4 error types that will be captured within the Clever Error log of PLATO Courseware which include "User Already Exists", "SIS ID Already Exists", "Clever Communication Error", and "Other".

 

 

Exploring Errors within the PLATO Courseware Clever Error Log

 

To explore an error, copy the CleverUserID from the error, and locate the user within your Clever account by selecting "Browse Data" and adding a filter to seach by Clever ID. This will allow you to access the profile data for that user, and be able to explore the values being delivered from that record. Once you've identified the record within Clever you can locate the conflicting values within PLATO Courseware and update these values if needed.

 

The search field within PLATO Courseware will only populate results if the value you are searching is part of the First Name, Last Name, PLATO Name, or is part of one of the filters set when initiating the search. The SIS ID cannot be searched within the program, but you can identify which user is attached to this value by exporting a roster of users from PLATO Courseware. Please include Active and Inactive users from all locations across all roles of the program when exporting from PLATO Courseware. You can use this export file to locate the conflicting values captured in the PLATO Courseware Clever Error Log.

 

The SIS ID for the record identified in the error log is already being used by another user shared from your district. In the example below, the record in PLATO is a Teacher, but the record shared by Clever is the role of a Student. If a Teacher and Student have the same SIS ID the program will capture this as an error because it cannot create the record in PLATO Courseware.

To repair this issue for your users, an update must be made to the Student or Teacher SIS ID within your Student Information System.

 

LogId: 123456; Clever sync exception: Failed to map PLE user to Clever user by SISID - roles are not matching (contact support - need to change role on Clever or PLE side, if changed PLE side - full resync will be needed): cleverUserId=123456x123x456x123456; cleverUserRole=Learner; cleverUserCredentials=123@student.example@clever; cleverUserSISID=123456; existingPLEUserId=10101010; existingPLEUserCredentials=teacher@example; existingPLEUserRole=Teacher; accountId=123456; at Ed.Core.Services.Users.UserService.CreateUser(CredentialedUser user, String cleverUserId) at Ed.Synchronization.Core.Services.Clever.StudentEntityServiceFacade.Create(Student entity, CleverDistrictEventModel cleverDistrict, CleverSchoolModel cleverSchool)

 

 

The record being created has a conflicting value with a record already created within the program. If a Username is being shared from Clever for the record search this value in the export from PLATO Courseware. If the username is used, but the SIS ID has not been attached to the same user record it will be captured as an error.

To repair this issue for your users, update the existing record’s SIS ID to make sure it’s identified during the sync with Clever. After updating the SIS ID value, resync the account by clicking on the “Re-Sync All Records” button.

If a Username is not being shared from Clever for the record the Username is created as the SIS ID value. Search the SIS ID value in the export from PLATO Courseware to locate the existing record. If the SIS ID is being used as the username, but the SIS ID has not been attached to the same user record it will be captured as an error.

To repair this issue for your users, update the existing record’s SIS ID to make sure it’s identified during the sync with Clever. After updating the SIS ID value, resync the account by clicking on the “Re-Sync All Records” button.

 

LogId: 123456; Clever sync exception: Failed to map PLE user to Clever user - cannot find user by CleverUserId or SISID, but another LMS user with the same credentials already exists (change credentials on Clever or LMS side); existing UserId by credentials=123456; cleverUserId=123456x123x456x123456; cleverUserCredentials=123@student.example; cleverUserSISID=123465; accountId=123456; at Ed.Core.Services.Users.UserService.CreateUser(CredentialedUser user, String cleverUserId) at Ed.Synchronization.Core.Services.Clever.TeacherEntityServiceFacade.Create(Teacher entity, CleverDistrictEventModel cleverDistrict, CleverSchoolModel cleverSchool)

 

 

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