How can I proactively fix student Clever sync errors?
Overview
For administrators and techs who help troubleshoot issues with student Clever logins, it can be helpful to proactively research which students have errors or who have managed exception accounts. This way, you can take steps to resolve any issues rather than waiting to hear from teachers for each individual student who can't log in through Clever.
Applies to: Staff who have myLexia
administrative accounts (District Administrators in a district site, and School Administrators in a school site) who also have administrative access to Clever.
Where do I find which students have import errors and/or exception accounts?
Check your nightly automated import summary! Your import summary is sent to the email that is entered on the Automated Imports → Settings page in myLexia.
If your import summary shows that you have an unexpected number of exception student accounts, or if there are student accounts with errors, check your logs for details.
Review students with exception accounts
Some students may need exception accounts because they use Lexia, but aren't shared through Clever. Lexia recommends that you review any exception student accounts to make sure that they were created intentionally, and aren't duplicate accounts for a student who is being shared with Clever. Exception student usernames are listed in the "Notices" section of the user-summary log.
Exception accounts will cause an import issue if a student has both an exception account in myLexia and a Clever account that is shared with Lexia, and if both accounts have the same username.
Exception accounts can also cause an issue if they have a different username than the Clever account, because a student may log in to the wrong account, or in to multiple accounts.
If a student has significant history using a Lexia program with their exception account, you can assign their Clever ID to that account so that it will sync with Clever.
See Clever sync Troubleshooting: Student Exception Accounts.
If you sync with Clever, teachers are not able to create student accounts, however, admins are. To prevent some of the sync issues that exception student accounts can cause, consider turning off the ability for admins to add exception student accounts in myLexia.
See Remove the ability to create exception student accounts.
Review student accounts that have import errors
Lexia recommends that you routinely review your user-summary import log. The log lists each student account that had an error (identified by their ID from Clever), and notes the reason for the import failure. The information you find in this log may allow you to fix a number of student import errors at once. Student import errors are listed in the "Student Errors" section of the user-summary log.
For more information on how to access your import log, see Access your Logs - For Clever Managed Sites.
If you see multiple student errors that are all the same, you may be able to resolve them by changing the appropriate setting in myLexia (e.g. changing your username or password setting), changing some information you are sharing with Lexia through Clever, or by updating the students' myLexia ref IDs in bulk. Lexia Customer Support can help!
If you need help determining the cause of your student errors, contact Lexia Customer Support.