Troubleshooting Common Attendance Sync Issues

TL;DR: Quick fixes for the most common attendance problems — missing records, sync failures, and incorrect data.

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Common Issues & Fixes

1. "Attendance not marked" for a class

Symptoms: Dashboard shows 0% for a class. Report shows no data.

Causes & Fixes:

• ❌ Teacher forgot to mark → Remind them, or admin can mark it.
• ❌ Teacher marked but didn't submit → Check draft attendance in Attendance → Drafts.
• ❌ Wrong date selected → Teacher may have marked for wrong date.

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2. Student missing from attendance list

Symptoms: Student exists but doesn't appear in the roll call.

Causes & Fixes:

• ❌ Student not in this class → Check student's class assignment in their profile.
• ❌ Student status is Inactive → Reactivate in Students → [Student] → Status.
• ❌ Student enrolled today → Attendance appears from enrollment date onwards.
• ❌ Wrong section selected → Teacher may be marking wrong section.

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3. Attendance count doesn't match

Symptoms: Numbers on dashboard don't match manual count.

Causes & Fixes:

• ❌ Late entries → Check if some students were marked "Late" (counted separately).
• ❌ Half-day students → Half-day may count as 0.5, not 1.
• ❌ Duplicate marks → Check if attendance was submitted twice (only first counts).

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4. QR scanner not working

Symptoms: Scanner opens but won't read QR codes.

Causes & Fixes:

• ❌ Camera permission denied → Allow camera access in browser settings.
• ❌ Poor lighting → Improve lighting near the scanner.
• ❌ Blurry QR on ID card → Reprint the ID card at higher quality.
• ❌ Phone screen too dim → Increase screen brightness if scanning from phone.

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5. Biometric sync failed

Symptoms: Attendance data from biometric device isn't appearing.

Causes & Fixes:

• ❌ Device offline → Check device internet/network connection.
• ❌ API key expired → Regenerate API key in Settings → Integrations.
• ❌ Mapping mismatch → Student IDs in device must match EduSuite OS admission numbers.
• ❌ Time zone mismatch → Ensure device and EduSuite OS are in the same time zone.

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6. Parent didn't receive absence notification

Symptoms: Student marked absent but parent says no notification received.

Causes & Fixes:

• ❌ SMS balance is zero → Check balance in Settings → Communication → SMS.
• ❌ Wrong phone number → Verify parent phone in student profile.
• ❌ Notifications disabled → Check Settings → Attendance → Notifications.
• ❌ Notification delayed → If set to "Batched," it sends at the scheduled time, not immediately.

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Getting Help

If none of the above fixes work:

1. Go to Support → Submit Ticket.
2. Include: class name, date, what happened, screenshots if possible.
3. Our team responds within 4 hours on business days.

Or contact us directly.

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Still stuck? Chat with our support team — we're here to help.