This article covers common ClassLink sync issues in Finalsite, including how to diagnose missing or outdated constituent data.
💡 Quick answers
- A student or parent record looks wrong or missing in Finalsite. What should I check first? Confirm the record is correct and current in ClassLink itself before assuming Finalsite is at fault.
- I just updated a record in ClassLink. How long before it shows up in Finalsite? The sync runs on a schedule rather than instantly, so a very recent change may not appear right away. Allow some time before treating it as an error.
- Nothing seems to have synced in a while, not just one record. What does that mean? This usually points to a stalled sync rather than a single bad record.
- Who should I contact if the issue doesn't resolve on its own? Finalsite Support, with the specific record and ClassLink details described below.
In this article
- Confirm the record in ClassLink
- Allow for the sync schedule
- Recognize a stalled sync
- Contact Finalsite Support
- Related resources
ClassLink doesn't yet have documented, provider-specific failure modes beyond the general sync triage below. If the steps here don't explain what's happening, go straight to Contact Finalsite Support rather than assuming there's a more specific cause to find first.
Confirm the record in ClassLink
Before escalating a missing or outdated record in Finalsite, confirm the record is accurate and current in ClassLink. The integration can only sync what ClassLink has; if the source record itself is incomplete, incorrect, or not yet saved, Finalsite will reflect the same gap.
Allow for the sync schedule
The ClassLink sync runs on a schedule, not in real time. A change made in ClassLink within the last few hours may simply not have synced yet. Confirm the record is correct in ClassLink, then allow some time before treating a delay as an error.
Recognize a stalled sync
If no records at all have updated in Finalsite for longer than expected, not just one, the sync has likely stalled rather than a single record having an issue. Contact Finalsite Support rather than continuing to wait.
Contact Finalsite Support
If a record is confirmed correct in ClassLink and has had enough time to sync but still doesn't appear correctly in Finalsite, or if it looks like the sync has stalled across many records, contact Finalsite Support. Include:
- The student, parent, or staff name and ClassLink record identifier
- When the record was last updated in ClassLink
- What is showing incorrectly (or missing) in Finalsite, including whether it also affects message recipient groups or Chat room membership
Related resources
- Finalsite's integration with ClassLink: An overview
- Chat for district and site admins: Constituent data management
- ClassLink Help Center (ClassLink's own support and documentation site, for managing ClassLink-side account access, records, and data)
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