Can't find a student in Record Manager

If you can't find the student for whom you want to create a record, check that the student is active in your school’s Record Manager and that their details are correct.

Check if the student is active in Record Manager

Archived students

You can’t create a record for an archived student.

To check if the student was archived:

1. In Record Manager, select Search on the left navigation.
2. Enter the student’s name in the Student Search bar, then select the Archived Students tab.

Transferred students

If the student transfers to another school, you’ll need special permission to create a record for them.

To check if the student transferred schools:

1. In Record Manager, select Transfers on the left navigation.
2. In the Outbound Transfers list, check for the student’s name.

You can’t create a record for a student who has transferred to another school unless all of these are true:

1. Their new school belongs to the same Multi-Academy Trust as their previous school.
2. Each of these schools has its own Record Manager site.
3. You have access to both Record Manager sites.
4. You have MAT access and can switch to the other school's site.
   

   Info

   Not all users/DSLs can access the Record Manager sites belonging to other schools. If you require access, contact Smoothwall Support.

Check student’s details

How your school adds students' details to Record Manager determines which details you need to check.

Management Information System (MIS)

In your school’s MIS, check:

1. The student’s Unique Pupil Number (UPN) is correct.
2. The student is listed as "on-roll", and their admission date is correct.

If the student’s details in your school’s MIS are correct, check if Record Manager has synced with your school’s MIS:

1. In Record Manager, select the Account Icon, then select Licence / Sync. 
2. In the Sync Information section, check that the Status is synced.

CSV Upload

You must confirm that the student’s Unique Pupil Number (UPN) is correctly entered into Record Manager. Check the CSV file you used to add students to Record Manager and ensure the student’s UPN is correct.