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Troubleshoot Common Data Issues in Ellevation (Non-Administrator Account Types)

Updated

🔐 Account type(s) with default permissions to manage this: EL Specialist, Classroom Teacher, and other non-Administrator account types

💻 Tier(s) this is available for: Foundation, Essential, Pro

If you're an EL Specialist, Classroom Teacher, or other non-Administrator seeing incorrect or missing data in Ellevation, use the troubleshooting steps below to resolve the issue.

ℹ️ Note

If you are an Ellevation Administrator, see Troubleshoot Common Data Issues in Ellevation (Administrator Account Type) instead.

If you need additional help after troubleshooting, contact our Help Desk and follow the steps below when submitting your ticket to ensure the fastest possible resolution.

Click the issue that most closely matches your situation:

Data Issue Common Causes What to Do

I'm missing one or more students in Ellevation.

Typically caused by inaccurate data about you or the student in your district's SIS.

Sometimes caused by incorrect permissions in Ellevation, data processing issues, or incorrect manually maintained data.
  1. Check the student's data and schedules in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates.
  2. If your SIS is correct, check whether the student is marked as inactive in Ellevation (learn how). If the student is incorrectly marked as inactive, update them to active if you are responsible for active status in Ellevation. If you are not, notify your district's Ellevation Administrator.
  3. If your SIS is correct and the student is not marked as inactive in Ellevation, notify your district's Ellevation Administrator.

I'm seeing one or more students in Ellevation I should not see (because I don't teach them or they aren't enrolled at my school).

Typically caused by inaccurate data about you or the student in your district's SIS.

Sometimes caused by incorrect permissions in Ellevation, data processing issues, or incorrect manually maintained data.
  1. Check the student's data and schedules in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates.
  2. If your SIS is correct, notify your district's Ellevation Administrator.

I'm seeing one or more students in Ellevation I should not see (because they are no longer enrolled in the district or don't have EL history).

Typically caused by inaccurate data about the student in your district's SIS.

Sometimes caused by data processing issues or incorrect manually maintained data.
  1. Check the student's data in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates.
  2. If your SIS is correct, notify your district's Ellevation Administrator.

I am seeing duplicate student profiles.

Typically caused by data processing issues or incorrect manually maintained data.

Sometimes caused by duplicate data in your district's SIS.
  1. If there are unintentional duplicate student records in your district's SIS, notify the person responsible for SIS updates to remove the duplicates.
  2. If there are intentional duplicate student records in your district's SIS, notify your Ellevation Administrator.
  3. If your SIS is correct, determine which profile in Ellevation has the correct Student ID by comparing Ellevation with your SIS. Then notify your Ellevation Administrator to delete or deactivate the duplicate profile(s).

Some students are marked as Inactive when they should be Active.

Typically caused by data processing issues or incorrect manually maintained data.
  1. Check the student's data in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates.
  2. If your SIS is correct, update the student(s) to active if you are responsible for active status in Ellevation. If you are not, notify your district's Ellevation Administrator.

Data that is automatically imported into Ellevation is not updating or not accurate.

Typically caused by inaccurate data about staff or students in your district's SIS.

Sometimes caused by data processing issues.
  1. Check your district's SIS. If any information is incorrect, notify the person responsible for SIS updates.
  2. If the information is correct in your SIS but not in Ellevation, notify your Ellevation Administrator.

Data in Ellevation that we manually manage is getting overwritten after we enter it.

Typically caused by other users manually overwriting the data.

Sometimes caused by Ellevation Data Management settings that need to be updated.
  1. If your Ellevation Administrator confirms you are responsible for manually maintaining this data, re-enter and save the correct information.
  2. If you are not responsible for maintaining this data in Ellevation, notify the person who is.
  3. If the manually entered data continues to be overwritten, notify your Ellevation Administrator.

A student's ELP Test Scores are missing from their profile.

Typically caused by data processing issues or incorrect manually maintained data.

Sometimes caused by the student not being enrolled or not having tested when the most recent ELP Assessment File was imported, or because scores haven't been released yet.
  1. If you are not sure whether this data should be manually or automatically updated, contact your Ellevation Administrator to confirm.
  2. If ELP Test Scores are automated from your SIS, check the student's scores in your district's SIS.
  3. If any information is incorrect in your SIS, notify the person responsible for SIS updates.
  4. If the information is correct in your SIS but not in Ellevation, notify your Ellevation Administrator.
  5. If your Ellevation Administrator confirms you are responsible for manually maintaining this data, enter and save the correct scores.
  6. If someone else is responsible for maintaining that data in Ellevation, notify them.

Submitting an Effective Help Desk Ticket

If you've worked through the troubleshooting steps above and still need support, the Help Desk is here to help. The more detail you provide upfront, the faster the team can identify and resolve your issue. Follow these steps when submitting your ticket:

  1. Under Select a Topic, choose the area that most closely matches your issue (required).
  2. Under Additional Details, select the option that most closely matches your issue (required).
  3. In the Associated Students field, add the names of any affected students, if applicable (optional).
  4. Under Describe Your Issue, provide a detailed summary that includes:
    • Where in the platform the issue is occurring
    • What steps you took just before you noticed the issue
    • Whether this issue has occurred before
    • Who is being affected
    • Student ID numbers (in the description) if you can't use the Associated Students field
  5. Click Attach Image/Document to include helpful screenshots, exports, or supporting files.
  6. Click Submit Request.
The Ellevation Help Desk ticket submission form, showing fields for topic selection, additional details, associated students, issue description, and file attachment.

📝 The Help Desk ticket form. Use the Associated Students field rather than including student names or PII in the description.

⚠️ Warning

Per FERPA, never include sensitive student PII in a Help Desk ticket — in the description or as an attachment. Examples of student PII that should never be shared: Social Security Number; home address or telephone number; a student's full name combined with date of birth. Use the Associated Students field or share student ID numbers in the description instead.

Example of a Strong Help Desk Ticket

ℹ️ Note

Hi Help Desk,

I'm a Teacher at Grover Middle School and I'm experiencing an issue when accessing a student's profile.

The student ID number is 12345 (I've also linked the student to this ticket using the Associated Students field).

When I navigate to the student's profile, it shows "Inactive" next to their name. I believe this is causing the student not to appear in my Student List. I'd like the student to appear as active in Ellevation and show up in my Student List.

So far, I've only noticed this issue with this one student.

Thank you,
Alexander

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