Who this is for: IT Admins and Boarding Admins
Time to resolve: 5–15 minutes
Applies to: Blackbaud, PowerSchool, KAMAR, FACTS, Wonde, Veracross
If students added in your School Information System (SIS) aren't showing up in Orah — or their details look outdated — this guide will help you find and fix the issue quickly.
What you might be seeing
A student you added in your SIS doesn't appear in Orah after the sync
Student details (name, house, year group) are wrong or haven't updated
Classes or groups aren't being created or updated
The sync appears to run, but nothing actually changes
All of these point to a sync issue between your SIS and Orah. The good news: most of them are quick to fix.
Why this happens
Before you start troubleshooting, here are the most common causes:
Expired credentials — the integration lost its connection and needs to be re-authenticated
Sync filters — a filter in your settings is accidentally excluding the affected students
Data format mismatch — your SIS sent data in a format Orah didn't recognise (e.g. a new field or changed value)
Duplicate record — the student already exists in Orah under a different ID, causing a conflict
Paused or failed sync — the sync schedule was paused, or the last job failed without an obvious error
Step-by-step fix
Step 1 — Check your SIS connection
Go to Admin Console > Data Integrations (or find it via the App Directory in the left-hand nav).
Click on your connected SIS (e.g. Blackbaud, KAMAR, PowerSchool, Veracross).
Look at the connection status. If it shows as disconnected or has an authentication error, re-enter your credentials or API key to reconnect.
Step 2 — Review the sync log
Check the last sync timestamp. If it's older than you'd expect, the sync schedule may have been paused or the last job may have failed silently.
If the log shows errors, note the error message — it will tell you exactly what went wrong.
Step 3 — Check your sync filters
This is the most commonly missed step. Many sync issues are caused by a filter that's quietly excluding certain students.
Go to your sync settings and confirm the filters include:
The correct year groups
The correct campus or boarding status
The correct enrolment status (Active / Enrolled)
Syncs typically exclude leavers and inactive records — make sure the affected students aren't accidentally caught in an exclusion filter.
📸 Screenshot: Sync settings showing filter options — year group, campus, enrolment status
Step 4 — Search for the student in Orah
If the sync ran successfully but a specific student is still missing, search for them in Admin Console > Students.
They may already exist under a slightly different name or ID. If you find a duplicate, merge or update the record.
If the student doesn't exist at all, go back to your SIS and confirm their status is set to Active or Enrolled.
Step 5 — Trigger a manual sync
After making any changes — whether to credentials, filters, or settings — don't wait for the next scheduled sync. Trigger a manual sync immediately to confirm the fix worked.
Common issues by SIS
SIS | Common cause | What to check |
Blackbaud | Class sync not working | Confirm the academic year and class structure matches what Orah expects |
KAMAR / PowerSchool | New boarders not appearing | Check the student's boarding status is correctly set in the SIS |
FACTS | Students missing | Review the FACTS data filter — some configurations exclude certain enrolment types |
Wonde | Changes not reflected yet | Changes may take time to propagate through Wonde before they are available to connected platforms. If data is still missing after a reasonable window, contact Support. |
Still not working? Contact Support
If your integration shows as connected but syncs keep failing — or if a large number of students are affected — reach out to the Orah Support team.
When you do, please include:
A screenshot of your sync log
The name of your SIS
A description of which students or data are affected
This helps us resolve it faster.