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Troubleshooting RM Unify MIS Sync with the Groupcall Xporter
Published Date : 04 Jun 2015   Last Updated : 23 Mar 2021   Content Ref: TEC4563800  





Symptoms

What are the data validation requirements for users in MIS to be extracted?

This is a quick validation guide for what is required for successful extraction of user data via Groupcall Xporter.

General

  • All names must be alphanumeric and no more than 50 characters long.
  • The system should be set up with a current year.

Students
For all students, check that:

  • They have a UPN.
  • They have a legal forename.
  • They have a legal surname and preferred surname, even if the same as legal surname.
  • They have a date of birth entered.
  • They have a relevant year group allocated.
  • They have a gender.
  • They are registered in a registration group.
  • They have an Enrolment Status in SIMS of Current Single Registration, Main - Dual Registration or Subsidiary - Dual Registration.
    Note: Guest Pupil status is not supported. A pupil who attends another school as part of a regular pattern, ordinarily, is dual registered.

Staff
For each staff member, check that:

  • There is a Title, Forename and Surname in the Staff Details section.
  • Their Employment Start date is set to today, or a date in the past and they have a Staff Code in the Employment Details section.
  • They are current.
  • Their leaving date is blank or in the future.

Note: In Capita SIMS, Groupcall Xporter uses the 'Teaching Staff' box in a staff member's MIS record to differentiate teaching staff from non-teaching staff. Please ensure you have this box ticked if you would like your staff member identified as a teacher in RM Unify, as opposed to a non-teacher.


What will cause a user's data to end up in the rejects log?

The following data conditions will result in MIS records being rejected to the ErrorLog.xml, located in C:\Program Files (x86)\Groupcall\Xporter\RM\Unify\Files:

Students

  • Records with duplicate student id.
  • Students with missing UPN.
  • Students with duplicate UPN.
  • Records with missing forename.
  • Records with missing surname.
  • Records with missing year group.
  • Records with missing gender.

Parents

  • Records with duplicate id.
  • Records with missing forename.
  • Records with missing surname.
  • Records with missing gender

Staff

  • Records with duplicate id.
  • Records with missing name.
  • Records with missing type.

Classes

  • Classes with missing staff.


Procedure

Groupcall Xporter misc info
  • The software installs on the MIS server- C:\Program Files (x86)\Groupcall\Xporter.
  • The Groupcall Xporter service is set to Automatic and runs as the Local System account.
  • As there is no interim database to check, the best way to check for data is to search in the XML files which are stored in %Program Files (x86)%\Groupcall\Xporter\RM\Unify\Files. The XML files are created after each extract and uploaded to the RM Unify datacentre. If a user is not in an XML file they have not been extracted, so it would be advised to check the user's data in the MIS.
  • Connectivity between Xporter and the RM Unify datacentre is simply via https (port 443). Test that browsing to https://api.platform.rmunify.com/misunifyprovisioning/ on the computer hosting Xporter successfully generates a "403 - Forbidden: Access Denied" message - this is the expected behaviour where a connection is present.


Checks

Anti-virus software
As with any software installation, if you have problems installing, you should consider temporarily disabling any anti-virus software running on the server or computer. Once Xporter has been installed and has completed the first full run (extract) of the RM Unify job, it can be re-enabled to test for, or diagnose, any further issues.


Possible Issues

Possible issues recorded in the RMUnify-Data Log

Where Jobs are shown as Failed in the Groupcall Xporter Management Console, the logs can be queried for further information.

The console can be accessed from the shortcut on the desktop of the MIS server, or by clicking Start, Programs, Groupcall, Xporter. Then expand Log in the left-hand pane and select RMUnify-Data.


Issue 1

Error

"There was no endpoint listening at https://api.platform.rmunify.com/unifyprovisioning/IdentityProvider.svc that could accept the message".

This error is normally seen after the extract is completed and during the upload procedure.

Cause

The error is caused by incorrect entries in the Proxy Server Settings - Proxy Bypass and Proxy Server Settings - Proxy Server in the MISC section of the Groupcall Xporter Management Console.

Resolution

  1. Open Groupcall Xporter Management Console from the shortcut on the desktop or click Start, Programs, Groupcall, Xporter.
  2. From the left-hand pane, select MISC and then find the Proxy Server Settings - Proxy Bypass line.
  3. Select the line and from the right-hand pane, select Modify Setting.
  4. We advise that the Proxy Bypass line is left blank, so remove any entries in the Value field and click Submit.
  5. Check that the Proxy Server Settings - Proxy Server line contains the correct name or IP address of the proxy server and the correct port in the format <proxyname>:<port>. If it is incorrect, click Modify Setting to edit.

The new settings will apply to the next RM Unify Data job that is run.


Issue 2

Error

"Exception: Result: 99
StdOut
endpoint is https://api.platform.rmunify.com/misunifyprovisioning/CMTFSchoolsUpload.svc
Warning: A StringBuilder buffer has been overflowed by unmanaged code.  The process may become unstable.  Insufficient capacity allocated to the StringBuilder before marshaling it.
GCX_SendToKaleidos ExitCode=99".

Along with "RMUnify-Data Failed,ServiceBus endpoint not found".

This error is normally seen after the job fails to complete, or appears 'stuck' in the Running state.

Cause

The error is caused by incorrect entries in the Proxy Server Settings - Proxy Bypass and Proxy Server Settings - Proxy Server in the MISC section of the Groupcall Xporter Management Console.

Resolution

  1. Open Groupcall Xporter Management Console from the shortcut on the desktop or click Start, Programs, Groupcall, Xporter.
  2. From the left-hand pane, select MISC and then find the Proxy Server Settings - Proxy Bypass line.
  3. Select the line and from the right-hand pane, select Modify Setting.
  4. We advise that the Proxy Bypass line is left blank, so remove any entries in the Value field and click Submit.
  5. Check that the Proxy Server Settings - Proxy Server line contains the correct name or IP address of the proxy server and the correct port in the format <proxyname>:<port>. If it is incorrect, click Modify Setting to edit.

The new settings will be applied to the next RMUnify-Data job that is run.


Issue 3

Error

"An unsecured or incorrectly secured fault was received from the other party. See the inner FaultException for the fault code and detail".

or

"Exception: Missing uid/pwd setting for Send Context (SendToRMUnify_<DfE code>)".

Either error is normally seen after the extract is completed and during the upload procedure.

Cause

The error can be caused by an incorrect password in the Groupcall Xporter configuration.

Resolution

  1. Log on to your RM Unify Management Console and on the MIS Sync Settings page, under step 3, click the 'Change registration code' button.
  2. Copy the registration code (it will be in the format 12345-67890-54321-09876) to your clipboard.
  3. Open Groupcall Xporter Management Console from the shortcut on the desktop or click Start, Programs, Groupcall, Xporter.
  4. In the left-hand pane, select Password, then find and select the GcxSend:SendToRMUnify_<DfE code> entry.
  5. In the right-hand pane, click Modify Password.
  6. In the Password field, paste the registration code from step 2 and click Submit.

The new password will apply to the next RM Unify Data job that is run.


Issue 4
The RM Unify Data job will fail to upload if the server clock time is skewed (fast or slow) by five minutes from the actual time. To resolve, simply correct the server time and rerun the job.

Issue 5

Error

"Internal Server Error
GCX_SendToKaleidos Exited
Exception : GCX_SendToKaleidos failed".

This error is normally seen after the extract is completed and during the upload procedure.

Cause
The error is most commonly caused as a result of incorrect Proxy Server settings (within the Misc section of the Groupcall Xporter Management Console), or by the Groupcall Xporter being blocked by the specified proxy server.

Resolution

  1. Check and confirm that the Proxy Server Settings , Proxy Server (<Server>:<Port>) value is correct in the Groupcall Xporter Management Console.
  2. If the value is incorrect it can be changed by clicking the entry, Modify Setting in the right-hand pane.
  3. Once you have confirmed that the value is correct you must ensure that the proxy server specified is configured to allow the Groupcall Xporter access to the Internet on the port specified.

Confirm that the Groupcall Xporter job runs successfully. Select Job, the RMUnify-Data job and click Run Job in the right-hand pane.


Issue 6

Error

The Groupcall Xporter will install, but subsequently fail after 60 seconds (time out) attempting to download the Xporter scripts or RM Unify job.

Cause

This might be caused by incorrect Proxy Server settings (within the Misc section of the Groupcall Xporter Management Console), or by the Groupcall Xporter being blocked by the specified proxy server.

Resolution 1

  1. Check and confirm that the Proxy Server Settings, Proxy Server (<Server>:<Port>) value is correct in the Groupcall Xporter Management Console.
  2. If the value is incorrect it can be changed by clicking the entry, Modify Setting in the right-hand pane.
  3. Once you have confirmed that the value is correct you must ensure that the proxy server specified is configured to allow the Groupcall Xporter access to the Internet on the port specified.

Confirm that the Groupcall Xporter job runs successfully. Select Job, the RMUnify-Data job and click Run Job in the right-hand pane.

Resolution 2

  1. Open the Groupcall Xporter Management Console, select Gcx File Reference and confirm that the RM Unify entry is present.
  2. Click Jobs, under Actions select Reload Jobs and click OK.

Resolution 3

  1. Click Services, find the Groupcall Xporter service and click Restart.

Resolution 4

  1. Open the Xporter Management Console on the machine with Xporter installed
  2. Select Gcx File References and confirm that there is an RMUnify-Data entry
  3. Select the entry and in the right hand pane click Modify Gcx Reference
  4. In the UpdateID field, increase the value by 1000 (e.g 2018001807 becomes 2018001907) and click OK
  5. Restart the Groupcall Xporter service, and the job should appear in Jobs and run automatically. If not it can be run by right-clicking and choosing Run Job Now

Resolution 5

Log a support call with RM Cloud Support requesting, "Please add a Rollout Step to reset the RM Unify Job Script ID via the Groupcall Dashboard". This is an admin task that RM Cloud Support can perform to force download of the RM Unify job.


Issue 7

Error
"The remote server returned an error: (407) Proxy Authentication Required".

Cause
This might be caused by incorrect proxy server settings (within the Misc section of the Groupcall Xporter Management Console), or by the Groupcall Xporter being blocked by the specified proxy server.

Procedure
This indicates that there is a proxy server on the network which is preventing Xporter from connecting to the Internet. Check which proxy server address is in use on the host computer: open Internet Options, Connections tab, LAN Settings. This proxy address can then be entered into the Misc, Proxy server settings of the Xporter Management Console.

Further information
When Xporter runs it will try to make a connection to the Internet using no proxy details. If this fails then it will try to use any proxy address entered into the Misc, Proxy server settings of the Xporter installation. If that fails it will attempt to use any proxy address configured in the Internet Options (Internet Explorer settings) of the host computer. If that fails, Xporter will scan the registry and attempt to retry connection using any and all proxy addresses it finds until it succeeds.


Issue 8

Error
"EGCSqlException: (Exception) Groupcall.Mis.Scholar: API Error Response: Your request has not been authorised. Please contact api@scholarpack.com...".

Cause
This issue only affects Scholarpack installations. Groupcall needs to complete a final activation step in the school's Groupcall Xporter configuration before the RMUnify-data job will successfully run.

Procedure
Log a support call with RM Support stating the school has completed the Scholarpack API pre-requisite setup and have verified the RMUnify-data job is present in the Jobs section of the Groupcall Xporter Management Console, but is failing to complete. RM will contact Groupcall on the school's behalf, asking them to complete their final activation step. Groupcall will make the necessary change and confirm to RM that the RMUnify-data job has run and completed successfully.



More Information

How to perform a full resync of MIS data to RM Unify via Groupcall Xporter
  1. On the server with Groupcall Xporter installed, open the Groupcall Xporter Management Console.
  2. Select Jobs and click the RMUnify-Data job.
  3. In the right-hand side Actions pane, select Reset Changes and click Yes to the confirmation message.
  4. Monitor the Log file (in the left-hand pane) for the two events - Deleting Change Logs and 'Change Logs deleted'. This indicates that Reset Changes has completed.
  5. Select Jobs and click RMUnify-Data.
  6. In the right-hand side Actions pane, click Run Job Now. A full resync of the MIS data will now begin.
Image showing Groupcall Xporter Management Console


Other Useful Articles

Teaching Staff appear as Non-Teaching Staff in RM Unify with MIS Sync (TEC7066664)

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Document Keywords: exporter, group call, missync, mis, isams, progresso, advanced learning, timeout, waiting for xporter scripts to download, sync, resync, rebase, resend, database, db, force, start, schedule, av, anti-virus, anti virus, virus, antivirus, Troubleshooting RM Unify MIS Sync with the Groupcall Xporter


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