View sync status and logs

The Sync status page tells you honestly what the last sync actually did — leading with what worked — and lets you act on any problems right there, without leaving the page.

Problems are counted as causes, not occurrences. A group that couldn't be updated will fail on every sync, so one problem can easily show up a thousand times in the raw log. Everywhere on these pages a cause is listed once, with how many times it happened alongside — "3 things to look at" means three causes, however many rows they produced. The raw totals are still there (as "didn't apply") for anyone who wants the scale.

Who can use these pages

• Sync status, Provisioning runs, Queue and Schedule need the View sync status permission. Every admin has it, including admins on reduced access.
• Logs and Recent activity need View logs & audit trail, which reduced-access admins don't have — they won't see those two sidebar items.
• Test connection needs Change sync, platform & API settings.
• Fix, Retry and Ignore on an issue need nothing beyond being able to open the page.

Steps

Step 1 — Open Sync status

In the left sidebar, under Platforms, open Sync status and choose Sync status.

This page is per school, so pick a school in the switcher first. In MAT overview the same sidebar item opens MAT sync status instead — the whole trust at once. If you land on the per-school page while in MAT mode, it asks you to Pick a school and offers a MAT sync overview button.

The top-right of the page has a Test connection button (only if you can change sync settings), Provisioning runs, and a time-window dropdown (Last 24 hours, Last 7 days, Last 30 days).

Step 2 — Read the honest status header

The banner at the top of the page states plainly what the last sync run actually did — it never labels a run "failed" just because some individual changes didn't apply:

The header reads the MIS import and the Google runs (accounts, groups, Classroom, calendar). Microsoft Entra runs aren't part of it: Entra has its own tile (Step 4) and its own Entra sync issues page, so check those if Entra is what's wrong.

The badges next to the header count causes, one each:

• N to look at (gold) — causes you or your platform admin can do something about. This is the number that matters.
• N known issues — recognised patterns with their own review flow (e.g. orphaned classrooms).
• N will retry — temporary provider hiccups (rate limits, timeouts); the engine retries on its own.
• Realsmart is monitoring N — the provisioning engine's own self-checks. Nothing for you to do; Realsmart watches these.

Run history opens Provisioning runs for the full run-by-run detail.

If a notification bell brought you here, it deep-links straight to this page — and for a specific issue, straight to that issue's row in the panel below (it opens and scrolls into view automatically).

Step 3 — Act on issues right here

Further down, the Things to look at panel lists each cause the last sync couldn't apply, once, sorted most-urgent first — e.g. "Add to classroom ×48 — Permission denied" — the same grouping the Logs page uses, so the two surfaces always agree. The ×48 chip is how many times that one cause happened.

Click a row to expand it and see the affected users, the actual error message (with View raw for the raw detail), and a Show detail link on each person. Each row carries a badge for how urgent it is (Needs escalation / You can fix this / Known issue / Will retry / Realsmart is monitoring), a still failing count, and an action strip:

• Fix — takes you to the existing screen that resolves that specific cause. The button names where it goes: Review orphaned classrooms, Open End of year, Open the affected user, Find the clashing user account, Review group addresses, or See the paused changes on your Dashboard. Never a fake button — if there's no real fix, you get What to do about this (guidance) instead, or nothing for the engine's own self-checks.
• Retry what's still failing — re-queues the still-failing items through the normal sync engine, after a confirmation. Safe to use any time (it re-checks current state, so re-running something already fixed does nothing). While your sync is paused for the summer nothing reaches Google or Entra, so a retry waits too.
• Ignore — a menu with Ignore these current errors or Ignore this type going forward; it hides the row without deleting anything. Reversible any time: switch on Show ignored (above the list) and use Un-ignore. A line under the heading — "N ignored causes hidden" — keeps hidden causes visible as a count.

Causes whose every instance has since succeeded on a later sync aren't mixed in with the live list — they're folded away underneath as "N causes sorted themselves out". Open it if you're curious; there's nothing to do. With nothing outstanding the panel says Everything applied.

See Understanding and actioning sync errors for exactly what each badge and action means, and what "Seen 47 times, last seen…" tells you.

Fixing, retrying to a successful outcome, or ignoring a cause here clears it from this panel and from the notification bell — they read the same underlying data, so they can't disagree.

Step 4 — Check the integrations panel

Further down, the Integrations summary shows one tile per platform (Google Workspace, Microsoft Entra, Apple School Manager, Active Directory), with a badge that speaks the same honest language as the Issues panel above it:

Step 5 — Check the per-platform summary

Google Workspace and Microsoft Entra each have a summary card for the selected time window, success first:

• Applied — changes that went through (green)
• Success rate — applied as a share of everything the sync tried
• Didn't apply — the raw number of changes that failed. This is occurrences, not causes, so it can be large while "to look at" is small.

Change the time window (Last 24 hours / Last 7 days / Last 30 days) using the dropdown in the top-right corner.

Sync activity over the window

The Sync activity card shows each day as one bar: what applied in green, with what didn't apply stacked on top in gold — so a week that was 95% fine looks 95% green. Hover a day for the numbers; click it to open that day's failures in Logs. The home dashboard's Sync centre shows the same as a compact 14-day sparkline (see The Dashboard and Sync centre), and the MAT sync status page shows a trust-wide version across all your schools.

Step 6 — Review the activity log

At the bottom of the page, the Recent activity panel (collapsed by default — click it to expand; the label beside it says "The raw event feed") lists individual sync events for Google and Entra. It has its own Platform (All platforms / Google Workspace / Microsoft Entra) and Outcome (All outcomes / Applied / Didn't apply) dropdowns, and shows the latest 100 events:

For the full picture — who each row affected, every source, all outcomes — use the Logs page (Step 7). This panel isn't the same as the separate Recent activity page, which tells the last couple of weeks as plain sentences.

Step 7 — Deeper triage on the Logs page

In the sidebar, under Admin, open Logs (it needs View logs & audit trail). It uses the same grouped-error view as the Things to look at panel above, but across a wider window and with more filters, and its Table view lists every log entry — successes and skips included. To investigate a specific user, type their username into its User filter. See Search and filter the Logs page.

Step 8 — See provisioning runs

Provisioning runs (the button in the top-right of this page, or Run history next to the status header) groups the activity into runs — one execution of a scheduled command or an admin-triggered sync — with what's in progress, the last run of each command and a feed you can filter. "Skipped" is normal, and the Detail column says why. Microsoft Entra runs aren't listed there. See Provisioning runs, the sync queue and the schedule.

Step 9 — See the live queue

Queue (under Sync status; the page is titled Sync queue) shows the jobs the provisioning service has waiting or in flight right now, and what finished in the last 24 hours. See The sync queue.

Step 10 — See when things run

Schedule (under Sync status; the page is titled Sync schedule) lists when the main sync tasks run — the MIS import, Google, Entra and the rest — and when each is next due. See The sync schedule.

Status pages for Entra, Apple and Active Directory

When Microsoft Entra, Apple School Manager or Active Directory is switched on, the sidebar gets a group for it (Entra sync, Apple sync, Active Directory) whose first item is Status. The page shows whether the integration is Enabled for this school, a Configure settings button, and a note that the sync itself runs in the provisioning service. For Microsoft Entra it also shows how many problems the Entra sync logged in the last 7 days (No Entra sync issues in the last 7 days, or N Entra sync issues), when the Last successful sync was, and a View issues button (just Issues when there are none) for the Entra sync issues page; its Success (7d), Errors (7d) and Total (7d) tiles count log rows for the week.

See what the origin says

The logs show what the sync did. To tell whether a problem is in the source (your MIS) or the sync, open the user and compare the MIS ID and Sync ID in their From your MIS panel with the person's record in your MIS. A MIS log entry marked SKIPPED names the reason the import passed someone over. If the MIS record looks right, send support the MIS ID — see User not syncing.

Troubleshooting

• "It says thousands didn't apply but only 3 things to look at" — that's the cause count doing its job: one broken group fails once per sync, per member, so a single cause can produce hundreds of rows. Fix the three causes and the big number stops climbing.
• "I see errors but the users look fine in Google" — some errors are transient (temporary API failures that succeed on retry). Check whether the same user shows later successes — the row will say since succeeded.
• "The log is empty" — try extending the time window to Last 30 days (or clear it for all time). If still empty, syncing may not have run, the school may be paused for the summer, or no platforms are connected.
• "I see errors for a specific user" — see User not syncing — troubleshooting.
• "The header says 'Sync failed' but I only see a handful of old errors" — "Sync failed" only ever means the scheduled run itself aborted, never that some individual changes had problems; if you're seeing that header, check Provisioning runs for what actually happened.
• "It says Realsmart isn't authorised to read our MIS data" — the connection between Realsmart and your MIS (through Wonde) has not been approved, or the approval has lapsed. Nothing on this page can fix it and there is nothing to retry: contact Realsmart support and we'll get the connection re-approved. The same applies to "the MIS reference held for this school doesn't exist in Wonde" — that one is a setting at our end.
• "What's the difference between 'Sync failed' and 'Sync didn't finish'?" — Sync failed (red) means the run never applied anything. Sync didn't finish (amber) means the run did its work and then stopped before the end, so your changes went through; the next scheduled run repeats the whole thing anyway.
• "Sync says it's working, but my Microsoft accounts aren't updating" — the header doesn't read Entra runs. Look at the Microsoft Entra tile in Step 4, the Entra Status page and Entra sync issues, and filter the Logs page to Source: Microsoft Entra.
• "A run says Skipped" — the Detail column gives the reason; see Why a run was Skipped.
• "The page says Nothing still failing" — everything that failed has since gone through. For No log entries, No runs yet, Nothing queued or No schedule available, see Search and filter the Logs page and Provisioning runs, the sync queue and the schedule.
• "I can't see Logs or Recent activity" — they need View logs & audit trail. Ask an admin who can change admin access (see Admin permissions).
• "Nothing is importing from the MIS and there's no error" — on School settings → Sync services, check the MIS sync card. If it's switched off the MIS log shows IMPORT DISABLED; if it's in Preview the run shows mis-preview. See How the sync engine works.

Related

• Search and filter the Logs page
• Provisioning runs, the sync queue and the schedule
• Understanding and actioning sync errors
• How syncing works
• The Dashboard and Sync centre
• Trigger a manual sync
• User not syncing — troubleshooting
• Why does a user keep getting suspended?