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Troubleshooting RC Intake

Purpose


To assist with some common queries regarding automatic sync through Wonde & RC Intake

New Students are not appearing

When new students arrive, they are not automatically added to the borrowers table. Their records will be imported into the Intake table and must be transferred from there. 

If the records are not appearing in the Intake table, please ensure that these students are officially on-roll in your MIS. Students are typically not considered on-roll until they have attended their first day. Once on-roll, their records should appear in the Intake table within 24–48 hours. If records have still not appeared after this time, please contact the Support team so that we can investigate

Pupils Are Showing Within the Intake Table and None Have Been Matched

This is caused by either the management ID or the borrower's forename or surname not matching. 

Changed Management Systems

It could be that since the last time an import was run, the management system has been changed. In the event of this happening, we can assist you by removing the MSID for all existing borrowers, meaning that the system will fall back to matching on Forename and Surname. Contact us for further assistance.

 

Forenames/Surnames Not Matching

If there is no MSID against the existing borrowers in the library system, the system will fall back to matching the pupils based on their forename and surname. However, if these fields do not match, then the system will not be able to match up the records in the Intake table with those in the library system.

To ensure that the surname and forenames match exactly, check some of the records in the Borrowers table against the records in Intake. If there are any differences, the records will need to be manually matched. This will correct the records, and ensure that they update automatically moving forwards. 

 

Students have not moved up to their new year/tutor groups

If none of your borrower records have updated, first check that the records in your MIS have been moved to the correct year and tutor groups. The timing of this update may also depend on when the new academic year is configured to start in your MIS. If both of these are set correctly and records still have not updated, please contact our support team directly so we can investigate further. 

Please also check the Intake table. You may find your student records are displaying there. If they have not automatically matched, please see the above heading "Pupils Are Showing Within the Intake Table and None Have Been Matched". 


Leavers have not been removed

Please ensure that the Student Leaver permissions are enabled for Reading Cloud/ESS in the Wonde Dashboard, otherwise leaver data is not reported to Reading Cloud. Also check that the students have been marked as Leavers in your MIS, and that the leaving date has passed if present. 


New Students are Appearing, but their Year Group and/or Tutor Group is showing as 'Unknown'

This usually means that the student has not been officially confirmed as on-roll, so their complete information is not available as they are considered Pre-Admission.

The records can be transferred to create their borrower accounts and assign them a barcode if they need to use the system urgently. Once the complete information is available through Wonde, the records will update with their correct Year Group and/or Tutor Group automatically.

FAQs

Q: Can I request a manual resync of student data?

A: Yes. If you need to push through another sync to update records, you can request a manual sync from customer support. Here are the steps to follow:

  1. Contact Customer Support: Reach out to the support team via email or phone. Provide them with your account details and explain the need for a manual sync.
  2. Provide Context: Clearly describe the issue you are facing, such as discrepancies in student records or the need to add new pupils that have not been synced.
  3. Await Confirmation: After your request, the support team will process it and confirm once the sync has been completed.

Example Scenarios

  • If a school has recycled classes and needs to ensure that the pupils are restored to their correct groups, they can request a manual sync to do so.
  • If new students are not appearing in the system after an update, contacting support to push through another sync can help resolve the issue.

Tips

- If new students are not appearing in the Borrowers table, check the Intake table. 

- Wonde does not sync pre-admissions. New starters will appear in Intake 24-48 hours after they have attended their first day. 

How some of our other customers have phrased this

- Children's year groups have not updated

- Students not matching

- Pupils have not moved up to their new tutor groups automatically

- New pupils missing

- Students not showing up in system