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It's September — why aren't new users, classes, Classrooms or timetables showing yet?

6 min read Updated 4 November 2026

Most start-of-year questions come down to timing. New-year data arrives from your MIS in a set order, and each step has to happen before the next one can. Work through the questions below in order.

Has your sync resumed yet?

Nothing new comes in from your MIS until sync resumes for the new year. That happens on your resume date, or on 1 September if you didn't set one. Check the date on the End of year page. While sync is still paused, the Users and Groups pages show a Cloud sync is paused until … banner.

  • Not resumed yet? New staff and incoming pupils can still be given accounts early — see Release early accounts during the freeze. Everything else waits for the resume date. If you want sync back sooner, the End of year page has a Resume for the new year button. See Resuming sync for the new year.
  • Past your resume date and still frozen? That shouldn't happen. The Logs show an error reading "Sync still FROZEN past its resume trigger (…); resume overdue." Select Resume for the new year on the End of year page, or contact Realsmart support.
  • Resumed? Your window rolls forward at 03:30 on the resume date. MIS imports run on weekdays at 03:00, 05:00 and 15:00, so the first one after resuming is the 05:00 import that day, or the next weekday's if the resume date falls at a weekend.

How do I check sync is running?

Open the Dashboard and look at the Sync centre:

  • Last MIS import — when Realsmart last imported from your MIS. On a weekday this should be today. At weekends it shows Friday's last import.
  • Last provision — when the last whole-school Google sync ran. It runs at 04:00, Sunday to Friday, so this should normally be within the last day. It's older on a Saturday, when there's no run.

If either is much older than that, or Sync status shows a problem, see View sync status and logs. If they're both recent but something is still missing, carry on below.

New starters aren't in Realsmart yet

  • The MIS import hasn't picked them up yet. Someone added to your MIS arrives at the next weekday import after your MIS shares them with Realsmart. To bring in changes sooner, use Sync now in the Dashboard's Sync centre. It brings in what has changed in your MIS, and once used it's unavailable for a few hours.
  • The pupil isn't on roll yet. Pupils who are still applicants or pre-admissions in your MIS only come in through pre-admission, and only once you've chosen them on Data → Incoming learners and mentors → Learners. See Import pre-admission students.
  • The member of staff hasn't started yet. Your MIS only sends staff who are current employees, unless Import pending mentors is on.

Still missing? See User not syncing — troubleshooting.

They're in Realsmart but not in Google

A new account from the MIS normally reaches Google straight after the import that brings it into Realsmart, and at the latest at the next whole-school Google sync (04:00, Sunday to Friday). It reaches Microsoft Entra at the next Entra sync (06:00, Sunday to Friday).

To send one person now, open them (Users → Edit) and select Sync now on the Details tab. If they still don't appear, see User not syncing — troubleshooting.

When will pupils be in their new classes?

Classes come from the timetable in your MIS. Until your new timetable is live there, there are no new classes for Realsmart to bring in.

Once it's live and your MIS is sharing it, the next weekday MIS import puts everyone into their new class groups. The same import updates year and form groups. Group changes are queued for Google as soon as the import finishes, and reach Microsoft Entra at the next Entra sync.

When will the new Google Classrooms appear?

New Google Classrooms are created by the nightly Classroom sync, at 22:00 from Sunday to Friday. A class gets a classroom once its group has at least one member of staff in it, as long as Provision Google Classroom is on (see Google Classroom settings). So the usual order is:

  1. your new timetable goes live in the MIS;
  2. the next weekday MIS import creates the class groups;
  3. that evening's Classroom sync creates their classrooms.

Each new school year gets new classrooms. When sync resumes, last year's classrooms are archived or left as they are, depending on your end-of-term option, and they're no longer linked to the groups. To run a Classroom sync sooner, use Sync status → Quick run → Google Classroom — see Trigger a manual sync.

Teachers or pupils can't see the new Classrooms

Google creates new classrooms as Provisioned. Pupils can't see a provisioned classroom until its owner accepts it in Google Classroom. The owner is normally the group's main teacher from the MIS. If the MIS names the wrong main teacher, nobody accepts the class and it looks empty to everyone else.

Where are last year's classes?

That depends on your end-of-term Classroom option (see End of term Classroom options):

  • Archived — teachers find them under Archived classes in Google Classroom. Archiving doesn't delete anything.
  • Left active — they're still on teachers' Google Classroom home pages, but they're no longer kept in step with the group.

To reactivate or archive last year's classrooms in bulk, see Reactivate last year's classrooms.

When will timetables appear in Google Calendar?

Only if your school uses calendar sync. Timetable calendars are updated nightly, from 03:45 on Sunday to Friday, so new lessons appear the morning after your new timetable is live in your MIS. See Google Calendar timetable sync.

Last year's leavers have been suspended

That's expected. Anyone who's no longer in your MIS is marked for suspension at the first MIS import after sync resumes, and suspended about a day later. See What happens to a leaver's account?. To keep leavers' accounts for clearing or UCAS, see Keep Year 11 and Year 13 leavers' accounts active.

Still stuck? What to send support

Contact Realsmart support with:

  • what's missing (users, classes, Classrooms or timetables) and a couple of examples, with names and UPN or staff code;
  • when your new timetable went live in your MIS;
  • the Last MIS import and Last provision times from the Dashboard.
End-of-year Keep Year 11 and Year 13 leavers' accounts active for results day, UCAS and clearing End-of-year Release early accounts during the freeze