You suspect or determine that:

• The overnight scheduled Groupcall sync is not running.
• Users are not being provisioned or de-provisioned in RM Unify (MIS Sync in Create mode).
• MIS records are not synced to or deleted from RM Unify (MIS Sync in Link mode).
• RM Unify groups and their memberships are not created or updated.

Additionally, the above issues could subsequently manifest themselves as:

• Missing accounts in Microsoft® 365™, Google, RM Easimaths, etc.
• Where RM Network Provisioning has been enabled, network accounts have not been created.
• Microsoft 365 Groups, Classes (and Teams) are missing or are present but with incorrect membership.
• Google Classroom classes are missing or are present but with incorrect membership.

Access to the MIS is not always essential but can be used to confirm that the user or data has been entered correctly. All MIS Sync diagnostics begin from the standard question, 'Is the data correct in the school's MIS database in the first place?'.

Your school's MIS can be the 'source of truth' for a large part or all of the user and group data in RM Unify. If the MIS data is incorrect, any errors, omissions and discrepancies in that data will simply replicate to RM Unify and onto other connected apps.

Groupcall XE syncs your MIS data to RM Unify every evening - this schedule cannot be changed, which means:

• Data is entered into the MIS on day 1.
• From midnight on day 1, Groupcall start to extract MIS data from all their XoD schools using the MIS providers' APIs.
• The MIS data is then securely stored by Groupcall on their servers in a 'cache'.
• As soon as your school's MIS data is extracted and becomes available (anytime from 12.01 am on day 2), the sync to send that data from the Groupcall 'cache' to RM Unify begins.

So in practice, users entered into the MIS will need to wait for the overnight sync before their data becomes available in RM Unify. Only Groupcall Support can initiate an out-of-schedule sync from MIS to RM Unify, which can be requested via a support ticket.

Issues with any MIS providers' API (errors, timeouts, heavy load, etc.) will affect the Groupcall sync and could impact the time taken to complete your school's extract. In extreme cases, this might prevent any sync from occurring at all, leaving your RM Unify MIS data out of date.

As previously stated, the Groupcall scheduled sync occurs every evening. However, if there is no MIS data to update RM Unify, then the 'Last sync from MIS' timestamp in the RM Unify Management Console will not update. It will continue to display the last time RM Unify received updated MIS data. The MIS data is processed and appears in RM Unify within 15 minutes. This period may be slightly longer during especially busy periods, such as the start of the new academic year in August/September.

1. Is your cloud-based MIS fully operational, or are there any reported issues with it? Check with the MIS provider, e.g. the Arbor status page - https://status.arbor-education.com/.
2. Are there any reported issues with Groupcall XE? - https://status.communitybrands.uk/.
3. Are there any reported issues with RM Unify? - https://status.rmunify.com/.
4. Is the data/user entered correctly in the MIS? Refer to the MIS help documentation and relevant MIS provider support team. Groupcall advise that the requirements for successful extraction of a user are that they have name fields populated, a role and a start date.
5. When was the last sync of MIS data (as per the RM Unify Management Console)? Could it be that the Groupcall scheduled sync has yet to run?

If there are no reported issues and the data appears correctly in the MIS, the next step is to run a Groupcall manual sync:

• All Groupcall XE customers have access to their own Groupcall Manage portal (see image below), where they can select 'Refresh my Xporter data now'. This will resync any recent data updates from the Groupcall 'cache' to RM Unify.

• If the desired MIS data is still missing, RM Support staff have the additional ability to trigger a full send of all the Groupcall 'cache' data. This will be your school's entire MIS data set, including the last set of data changes from your MIS.

• Following confirmation that the data is correct in the MIS and that a successful full data sync has been performed on systems that are confirmed as operational, any remaining data or sync issues can be investigated by Groupcall Support.

There are no inherent issues with running manual syncs or full data syncs - you are simply sending data to RM Unify (and connected apps) that should already have been sent and received. Any undesired changes in RM Unify or the connected apps, therefore, are a result of the MIS data itself and not the syncing of it per se.

If you find that a user who has been removed from the MIS still has an account in RM Unify, RM Support can assist you with this.

On rare occasions, sync issues with Groupcall (including timeouts and/or API issues with the respective MIS) can result in the delete message for a user not being received or processed by RM Unify. In such cases, running further Groupcall syncs will not be able to resend that delete message to remove the user. As there is currently no way to manually delete an MIS-provisioned user via the RM Unify Management Console, please raise a support call with RM Support to remove the account.