Troubleshoot Common Data Issues in Ellevation (Administrator Account Type)

🔐 Account type(s) with default permissions to manage this: Administrator

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

If you're an Ellevation Administrator experiencing incorrect or missing data in Ellevation, use the troubleshooting steps below to resolve the issue. Most data issues in Ellevation originate in the district's Student Information System (SIS) or other data source, so start there before reaching out to Ellevation.

⚠️ Warning

This article is for Ellevation Administrators only. If you have a different Account Type, see Troubleshoot Common Data Issues in Ellevation (Non-Administrator Account Types) instead.

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

Select the issue that most closely matches your situation to jump to that row in the troubleshooting table:

• Students are missing from Ellevation
• User can't log in to Ellevation
• User can't see students they should see, or can't access schools they should have access to
• Teacher can't see any students in Ellevation
• Users' School Assignments are not updating
• I'm seeing students who are no longer in my district
• User is seeing students they don't teach
• Active students are marked as Inactive
• Automated data is not updating or not accurate
• Manually managed data is being overwritten
• User can't update data fields
• Student's ELP Test Scores are missing
• Forms cycle issues

Data Issue	Common Causes	What to Do
One or more students are missing from Ellevation.	Typically caused by inaccurate student data in your district's SIS. Sometimes caused by data processing issues or incorrect manually maintained data.	Check student data in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates. If your SIS is correct, search for the student in Ellevation. It's possible that the student is marked as inactive in Ellevation.  If your SIS is correct and you cannot locate the student in Ellevation, this is likely a data file or processing issue. Work with your district's data team and/or the Ellevation Help Desk to resolve.
Someone in my district can't log in to Ellevation.	Typically caused by staff using an incorrect email or password. Sometimes caused by a duplicate user profile in Ellevation. ⚠️ Warning If your district uses Clever Single Sign-On to log in to Ellevation, see How to Troubleshoot Clever Issues instead.	Search for the staff member in User Management. If the staff member has an account status of "active", encourage them to re-set their password. They can do this by clicking this Forgot Password link: https://login.ellevationeducation.com/forgot-password. If the staff member has any other account status, you can learn more about inviting them to Ellevation here. If they still can't log-in, search for the staff member in User Management. If they have a duplicate user account in Ellevation, merge the accounts (learn how). If there is no duplicate account, verify that the user is using the correct Email Address (learn how).  If the email is not correct, manually update it.  If the email is correct and the user still cannot reset their password, this is likely a data file issue. Work with your district's data team to resolve.
Someone in my district can't see one or more students they should have access to, or can't access schools they should have access to.	Typically caused by inaccurate or missing data about staff or students in your district's SIS. Sometimes caused by incorrect permissions in Ellevation, data processing issues, or incorrect manually maintained data.	Check whether you can see the student in Ellevation. If you can't, follow the steps in the Students are missing from Ellevation row above. If you can see the student, check the student's Schedule tab on their profile, then follow the guidance that matches what you see: The teacher is listed on the Schedule: The teacher should be able to see this student in Ellevation. Ensure the teacher and student both have the same School Assignment. The teacher is listed on the Schedule but italicized: This means there is an issue with the staff member's account. Please reach out to your district data contact to ensure they're properly associated with the student in the schedule file that is sent nightly from your SIS. The teacher is not listed on the Schedule: This means the teacher is not connected to the student in the schedule file. Please reach out to your district data contact to ensure they're properly associated with the student in the schedule file that is sent nightly from your SIS. If the issue persists, this is likely a data file or processing issue. Work with your district's data team and/or the Ellevation Help Desk to resolve.
A teacher can't see any students when they log in to Ellevation.	Typically caused by the teacher not being connected to any students via the nightly schedule export from the SIS. Sometimes caused by an incorrect or missing School Assignment, an incorrect or missing staff ID number, or a duplicate user account.	In the Student List, filter by "Schedule Info">Teacher> teacher's name. If no students appear, the teacher is not connected to any students through the schedule export. Contact your SIS/data specialist to verify and update the nightly schedule export. Template message: "Hi, I've noticed that [teacher name] is not associated with any students in Ellevation. Could you please check the schedule export being sent nightly to Ellevation's SFTP server and ensure they're added? Thank you." Navigate to Admin menu > User Management > Users and search for the user. Check the teacher's School Assignment in Ellevation. Teachers can only see students with the same School Assignment.  If the School Assignment is incorrect, see Verifying School Assignments for the New School Year for guidance. Check whether the teacher has a staff ID number in Ellevation. If the ID is missing or incorrect, contact your data team to update the nightly staff file. Template message: "Hi, [teacher name] has an incorrect or missing staff ID number in Ellevation, which is preventing them from seeing students. Could you please update the staff file sent nightly to the SFTP server to reflect the correct ID: [ID number]? Thank you." Check for a duplicate account. In User Management, turn off the active/invited filter and confirm whether the teacher has a duplicate profile. If they do, click into the active profile, select Merge, search for the duplicate account, and follow the merge steps (learn how). If the teacher still cannot see students after completing the steps above, contact the Ellevation Help Desk for support.
My staff file is automated, but users' School Assignments are not updating in Ellevation.	Typically caused by a lack of clarity about how School Assignments are maintained in Ellevation when the Overwrite Rule is on. Sometimes caused by inaccurate staff data in your district's SIS or data processing issues.	Refer to this article for troubleshooting steps.
I'm seeing one or more students in Ellevation who should not be there (e.g. they are no longer enrolled in the district or don't have EL history).	Typically caused by inaccurate student data in your district's SIS. Sometimes caused by data processing issues or incorrect manually maintained data.	Check your district's SIS. If any information is incorrect, notify the person responsible for SIS updates. If you manage active status manually in Ellevation, deactivate the student(s) (learn how). If the issue persists, this is likely a data file or processing issue. Work with your district's data team and/or the Ellevation Help Desk to resolve.
Someone in my district is seeing one or more students they should not have access to.	Typically caused by one of three conditions that give a teacher access to a student profile: The teacher is rostered to the student through the nightly schedule export from the SIS. The teacher is listed in the EL/LEP/ML Teacher field on the student's Demographics tab. The teacher is assigned as a contributor on a form within a Live Forms Cycle, regardless of whether the student is on their roster. Sometimes caused by incorrect permissions in Ellevation or data processing issues.	Open the student's profile and go to the Schedule tab. If the teacher appears on the student's schedule, the nightly SIS export is connecting them. Contact your SIS/data specialist to update and revise the schedule export. If the teacher is not on the Schedule tab, open the student's Demographics tab. If the teacher is listed in the EL/LEP/ML Teacher field, that is granting access. Remove the teacher from the EL/LEP/ML Teacher field. If the teacher is not in the EL/LEP/ML Teacher field or on the student's Schedule tab, open the student's Forms tab. Check whether the teacher is assigned as a contributor on a form in any Live Forms Cycle. Once the cycle has ended, close the Forms Cycle. After closing it, the teacher-student relationship will be removed and the teacher will no longer have access. If the issue persists after completing the steps above, use View As a Specific User to confirm the teacher's access (learn how), then check the user's Account Type and/or School Assignments and update as needed (learn how). If the issue persists, work with your district's data team and/or the Ellevation Help Desk to resolve.
Some students are marked as Inactive when they should be Active.	Typically caused by data processing issues or incorrect manually maintained data.	If student active status is automated from your SIS, check the student's data in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates. If your SIS is correct and active status is automated, work with your district's data team and/or the Ellevation Help Desk to resolve the data file or processing issue. If you manage active status manually in Ellevation, activate the student(s) (learn how).
Data that we automatically import 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.	Check the student's data in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates. If the issue persists, this is likely a data file or processing issue. Work with your district's data team and/or the Ellevation Help Desk to resolve.
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.	If you manually maintain this data, re-enter and save the correct data. If you are not responsible for maintaining this data in Ellevation, notify the person who is. If the manually entered data continues to be overwritten, contact your district data contact. This means that this field is automated and needs to be corrected in the SIS export.
Someone in my district can't update fields in Ellevation.	Typically caused by incorrect permissions in Ellevation. Sometimes caused by inaccurate data about staff or students in your district's SIS.	Confirm the user's Account Type is correct or update it as needed (learn how). If the Account Type is correct, evaluate and update the Permissions associated with that Account Type (learn how).
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 latest ELP Assessment File was automatically imported.	Spot check to see if the most recent ELP scores have been added to Ellevation (learn how). If assessment scores are automatically imported, check the student's scores in your district's SIS. If any information is incorrect, notify the person responsible for SIS updates. If the information is correct in your SIS but not in Ellevation, work with your district's data team and/or the Ellevation Help Desk to resolve the data file or processing issue. If assessment scores are manually maintained in Ellevation, add the scores or notify the person responsible for maintaining that data.
Issues with a Forms Cycle.	Forms cycle issues have their own dedicated troubleshooting guide.	See the Form cycle troubleshooting guide.

Submitting an Effective Help Desk Ticket

If you've worked through the troubleshooting steps above and still need support, the Ellevation 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 Associate 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 Associate Students field
5. Click Attach Image/Document to include helpful screenshots, exports, or supporting files.
6. Click Submit Request.

📝 The Help Desk ticket form. Use the Associate 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 include Social Security numbers, home addresses or telephone numbers, and a student's full name combined with their date of birth. Use the Associate Students field or share student ID numbers in the description instead.

Review Student Data Privacy Best Practices for additional best practices on protecting student data.

Example of a Strong Help Desk Ticket

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 Associate 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