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Troubleshooting

1. Troubleshooting ParentPay MIS Sync General I m trying to login to MIS sync but it says a connection was established but the login details were incorrect Make sure you are entering the username and password you use to access ParentPay online In addition your Organisation ID should read as follows depending on where your school is located England school 1 your 7 digit DFE DCSF number Scotland school 3 your 7 digit DFE DCSF number Wales school 4 your 7 digit DFE DCSF number Northern Ireland school 2 your 7 digit DFE DCSF number I m trying to login to MIS Sync but is says a connection could not be established As the error is stating the Connection could not be established there must be a problem with the Proxy Settings From the login screen click on the Proxy tab and enter or ask your ICT Manager to enter the proxy settings into the fields the Proxy URL needs to start with http for example http proxy intra emmerdalelea org Once the proxy settings have been entered click the TEST CONNECTION button to establish the connection My settings keep disappearing from MIS Sync To avoid the problems associated with shared configuration files the MIS Sync set up will create its configuration files and other related files in to the installing users application data folder for example e XP C Documents and Settings username Local Settings Application Data ParentPay MISSync e VIST
2. ERROR cannot find report You need to do as follows in SIMS Go to Reports gt Run Report Look into Focus gt Student you should find a Parentpay2010 or a ParentPay 2009 report Run this report You should get a message to say it has been created and can now try your upload again as normal ERROR code 11 This indicates that MIS Sync was unable to connect to SIMS You will need to log into MIS Sync go to Tools gt Settings click on the SIMS tab and check the SIMS login details It could be that the SIMS location is missing If you click on the Yellow folder it will automatically populate the SIMS location field however if your SIMS files are stored somewhere other than C Program Files SIMS SIMS net you will need to enter the pathway manually Once the SIMS settings have been entered and saved you should be able to successfully upload your pupil data ERROR missing year group This indicates that your SIMS data is missing some mandatory information the Year group field isn t complete for some of your students in SIMS You can identify which students have this data missing by their Admission number these are found in brackets at the end of each error message Troubleshooting ParentPay You ll need to ensure this information is entered into SIMS save it and then run MIS Sync again your import should be successful ERROR new ID for consumer already used for consumer We occasionally see this error when an a
3. into an email to support parentpay com ERROR duplicate SIMS id The issue of duplicate data is due to a discrepancy with the data stored in SIMS Usually this occurs when the data for religion and ethnicity has been duplicated Capita have advised us that schools need to follow the instructions below to correct this data in SIMS e Open Focus gt Pupil gt Pupil Details Troubleshooting ParentPay e Inthe pupil window search for the pupil in question e Open details of this pupil and click on the Ethnic Cultural panel of Pupil Details then click on the History button e The student will have Ethnicity Orange and red Religion Orange and red and Home Language Orange and Red all duplicated e There will also be two start dates for all these groups and no null dates e Click on Ethnicity if you click on Orange it shows the membership dates with no end dates If you click on Red in the screen above it shows the selected membership dates with no end dates The student will have been added to ethnicity twice This is the reason why the error shows as multiple records You will need to correct the Ethnicity data to ensure there is only one record of ethnicity Once this is completed the Auto update in MIS Sync should run successfully File Error 5 File failed on parsing Usually occurs if there is a duplicate dietary requirement in SIMS you need to check and amend any affected pupils then re upload your data
4. A C Users username AppData Local ParentPay MISSync This location is specific to the user who has installed MIS Sync In the case of shared access to MIS Sync or roaming profiles you may need to move this folder to a shared location such as the root of your C drive or to a shared network volume MIS Sync will always look for its configuration files in the default location unless you use the command switch to instruct it to look elsewhere To use this switch you can modify the target parameter of the short cut used launch MIS Sync to include config lt location gt for example C Program Files Parent Pay MISSync exe config h my place that I can access config folder Troubleshooting ParentPay Pupil uploads SIMS Pupil gt auto update is not working The most common reasons for the auto upload failing are as follows a The school is running the old version of MIS Sync from the login screen you should have the following version listed in the right hand bottom corner 3 1 3987 20764 if you are running an older version you need to download the most recent version You can do this by clicking on the Help link top left of your home page in your ParentPay site click on the click here to download MIS Sync software link This will overwrite your current version but should retain all of your login details b The SIMS login details are missing from the settings or have changed ACTION Go to TOOLS gt SETTINGS gt click o
5. eady used for consumer We occasionally see this error when an attempt is made to give a pupil the same consumer id as another pupil on the database An example of when this can happen is if a pupil leaves the school and then for some reason they return The database already has the pupil data stored against one consumer and when an attempt is made to upload the new pupil account this causes a conflict in the database Troubleshooting ParentPay Our technicians are able to amend the database to ensure your upload and any future uploads go through successfully Therefore please contact our support team to report this error ERROR missing year group This indicates that your MIS data is missing some mandatory information the Year group field isn t complete for some of your students You can identify which students have this data missing by their Admission number these are found in brackets at the end of each error message You ll need to ensure this information is updated in your MIS save it and do your upload again your import should be successful Staff data All my staff show as female in ParentPay The staff and visitor upload process does not include importing Genders Once a member of staff or a visitor is uploaded to ParentPay the system automatically populates the gender field with Female for all staff and visitors This data is not used or visible anywhere within the system apart from if you click to view the staff p
6. ersonal data Help I ve uploaded my staff and now they ve all disappeared When updating staff data it is important that you first IMPORT your existing staff records from ParentPay and then add remove staff as required you cannot import from a file if you have existing records To rectify this issue please do as follows 1 Login to ParentPay e Go to People gt Pupils and staff e Choose group 1 Staff e Choose group 2 ALL e Tick the Include leavers tick box e Click Search e Copy and paste all the data on screen into an Excel spreadsheet and save locally to your PC 2 Login to MIS Sync Go to File gt Create import template save the template locally to your PC Copy and paste the data you have retrieved in step 1 above into the relevant columns in the Staff tab of the import template you have just created then save locally to your PC 3 In MIS Sync go to Staff gt Manage data Troubleshooting ParentPay a Import tab tick File click on the Yellow folder to browse and locate your saved Staff template click Open select Staff from the dropdown menu in the pop up window click OK and click Import b Manage tab remove any old staff members and add your new one s remember not to re use ID s and click Save c Upload tab tick ParentPay website and click Export Your staff accounts will now be re instated and visible in ParentPay
7. n the SIMS tab and enter or re enter your SIMS username and password if the SIMS File Location is missing click on the Open File and the system will insert this automatically click SAVE try the Auto Update again c MIS Sync cannot locate the ParentPay 2010 or 2009 Report ACTION Log into SIMS Go to REPORTS RUN REPORT Focus Student find the PARENTPAY 2009 report and either double click the report name or highlight the report and click RUN now try the Auto Update Again d The ParentPay 2010 or 2009 report is not being saved to the desired location ACTION The system automatically places the PARENTPAY 2010 or 2009 report in C Program Files SIMS SIMS net if your school accesses SIMS via a virtual server then the ParentPay report will be located on a different drive you will need to replace the report location in the MIS Sync settings via TOOLS gt SETTINGS gt SIMS e The Auto Update stalls half way through for some SIMS schools we think this has something to do with a slow internet connection speed ACTION Instead of Auto Update perform a MANUAL upload via PUPILS gt MANUAL UPDATE this will bring your pupils to screen and you just click the UPLOAD button to transfer the data to ParentPay If none of the above rectifies your issue please go to Tools gt Log files in MIS Sync locate the most recent log file they are date and time ordered and copy and paste the information from the window on the right of the screen
8. ttempt is made to give a pupil the same consumer id as another pupil on the database An example of when this can happen is if a pupil leaves the school and then for some reason they return The database already has the pupil data stored against one consumer and when an attempt is made to upload the new pupil account this causes a conflict in the database Our technicians are able to amend the database to ensure your upload and any future uploads go through successfully Therefore please contact our support team to report this error ERROR report not found This error does not mean your upload has been unsuccessful Your upload should have been processed successfully Try the upload again and you should receive the Upload Successful report Example of this error Info 2011 04 05 11 10 45 SIMS connection test resulted in the following message NB the report name error is expected Info 2011 04 05 11 10 45 Report not found Pupil uploads ALL other MIS Error inconsistent use of roll numbers When you produce the file from your MIS system at the bottom of the list of pupils it gives the total number of students MIS Sync recognises this as another data line and will report that there is a missing admission number which is what the error message is saying To rectify please go back to your csv or excel data file and remove the student total line from the bottom of the file ERROR new ID for consumer alr

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