A course, group, or student listed in Hyperplanning doesn't appear on Edusign, or isn't up to date? In the vast majority of cases, the cause lies in the Hyperplanning settings and can be corrected in a few minutes. Here are the checks you should perform, symptom by symptom.
š First things first: quick checks
The session will take place within the next 14 days and has not yet begun. The connector retrieves only upcoming sessions within a 14-day rolling period. A session that has already started is never created by the connector.
A synchronization has taken place since you made your change. Go to Settings > Connectors, click on More Info for your connector, then open the Events & Logs tab. The " Last Sync " date is displayed there.
Your Edusign account contains at least one active (non-archived) learner. If all learners in the account are archived, the connector stops before synchronizing anything. In the logs, you will then see "All learners" followed by "Connector end."
Compare it against data that is properly synchronized. In Hyperplanning, open a course (or a learner) that is properly synchronized and the one that is causing problems: a difference in settings is almost always the cause.
š A course isn't showing up
A course is created on Edusign only if all of the following conditions are met:
At least one valid participant: They must have a last name, first name, and a valid email address in Hyperplanning. If there is no valid instructor, the course is not imported (in the logs: āMissing instructors | Course not importedā). A "default contributor" option can be enabled upon request through support.
At least one course or a tutorial/elective associated with the session, containing at least one learner who can participate in synchronous sessions. Otherwise, the course will not be created (as indicated in the logs: "Groups missing").
The correct category/section for the course, if your connector filters courses by category/section: the course must have the expected section within that category.
At least one learner from the session with the correct family/category, if your connector filters by learner category.
The correct course type, if your connector is configured to import only certain course types.
To learn more about the families and categories, see this article.
š A learner or group isn't showing up
Groups are created based on sessions. A promotion or a tutorial/option is created on Edusign only if it is linked to a session within the next 14 days and includes at least one learner who can be synchronized.
Learners arrive in their groups. A student is created when they are enrolled in a class or a tutorial/elective scheduled within the next 14 days.
Registration dates are important. The student must be enrolled in the class or the tutorial/elective as of the date of the session. Check their registration dates in Hyperplanning.
Learner's family/section: If your connector filters learners by section, a learner without the expected section will not be created.
Invalid email address: an invalid address (prohibited character, missing @ā¦) prevents the learner from being created. It does not appear in any of their groups or on any of their sheets.
All archived learners: If there are no longer any active learners on your account, the connector stops working. Restore at least one learner from the " Archived" subtab, then wait for the next synchronization.
š A course is posted to the wrong account (multi-site)
When your sites are spread across multiple Edusign accounts, each account retrieves the courses that correspond to its section within the configured family. It's the course category that counts, not the class category: a course from a Paris class listed under the "Bordeaux" category will be credited to Bordeaux.
Correct the course section in Hyperplanning. The next time the data is synchronized, the course will be created in the correct account. It is removed from the incorrect account if it is due within the next 2 weeks and has not been signed.
š» Ghost classes, duplicate classes, or classes that aren't up to date
Course modified in Hyperplanning: An upcoming course with no enrollment is updated during the next synchronization (name, room, groups, instructors).
Already signed course: It is never modified or deleted by the connector. If the session has been rescheduled in Hyperplanning, the new time slot is created, and the old oneāwhich has already been confirmedāremains visible.
Class deleted in Hyperplanning: It will be deleted from Edusign during the next synchronization if it is scheduled to take place within the next 2 weeks and has not received any signatures. Courses that have already been completed or have already begun are not affected.
Course created manually on Edusign: the connector never modifies or deletes it. If it also exists in Hyperplanning, you'll end up with a duplicate.
Too many students on a sheet: The students listed on a sheet include those from all classes and all tutorials/elective courses associated with the session in Hyperplanning. Check the complete list. Please note: A tutorial/elective course that has been cleared in Hyperplanning will retain its most recent members on Edusign. Remove it from the session if it no longer needs to be there.
"12:00 a.m." on a student's schedule: this is not a phantom class. This column shows the learner's attendance hours; it is now titled "Attendance Hours."
š« The room isn't showing up or isn't the right one
The room is optional: a session without a room is still synchronized.
Only one room is assigned per session. If multiple rooms are linked, the first one on the list is selected. In Hyperplanning, select only one room per session.
By default, the room name is displayed. The room code displayāor a single room for all sessionsācan be enabled upon request.
š Restart a sync
The connector updates automatically; no action is required on your part: any changes made in Hyperplanning are reflected during the next synchronization. You can track its progress in Settings > Connectors > More info > Events & Logs (the lines labeled "Connector start" and "Connector end").
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š¬ Still stuck? Information to Send Us
Your Edusign account name (or the ID displayed at the top of the Events tab & Logs).
The relevant item: course number in Hyperplanning, name of the class or tutorial/elective, or the student's name and email address.
The date and time of the session in question.
A screenshot of the session in Hyperplanning showing the instructors, classes, tutorials/elections, room, and section.
For a student: a screenshot of their Hyperplanning profile (email, section, registrations with their dates).
A screenshot of the "Events" tab & Logs filtered by the date of the issue.
The same screenshot for a similar element, which does load correctly.
What you've already changed in Hyperplanning, and when.
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