When Dr Frost syncs with your MIS through Wonde, it checks data quality and highlights issues that prevent students from being imported. Users with critical errors will not be imported until the issue is resolved. This guide explains some common error types and how to fix them.
Generally speaking, all errors must be fixed in your MIS. Once corrected, they'll automatically resolve during the next nightly sync, or you can use the Sync now button to update immediately.
The exception is during initial set-up, when the sync matches a Wonde user to an existing Dr Frost account but finds a different email address recorded. Unlike other error types, these can be resolved directly from the Dr Frost platform without making changes in your MIS. (See Email address changed errors).
How to view your sync errors
Go to Settings > MIS Connection to view your sync status and any current errors. An example of a sync with some issues that will need fixing is shown below:
Understanding error severity
Errors are split into two categories:
Critical Issues - Action Required These prevent affected students from being synced until resolved in your MIS.
Warnings - Review Recommended These flag data quality issues that are worth addressing, but may not prevent syncing entirely.
Common sync errors
Missing email addresses
What it means: Students in your MIS don't have email addresses recorded. Dr Frost requires email addresses to create student accounts and send login credentials.
How to fix:
- Add email addresses for affected students in your MIS
- Click Sync now to check if the errors are resolved (or wait for the next nightly sync)
Email duplicated in source
What it means: Multiple students in your MIS share the same email address. Each student needs a unique email address for their individual Dr Frost account.
How to fix:
- Check your MIS to identify which students share the duplicate email
- Assign unique email addresses to each student in your MIS
- Click Sync now to import those students immediately (or wait for the nightly sync)
Invalid email
What it means: Email addresses don't conform to the standard email format (e.g., missing @ symbol, invalid domain), so can't be used to create accounts.
Common issues:
- Typos (e.g. "student@schoolorg.uk" instead of "student@school.org.uk")
- Missing domains (e.g. "student@" with no domain)
- Invalid characters or spaces in email addresses
How to fix:
- Review the affected email addresses in your MIS
- Correct them to valid email format (e.g. student@school.org.uk)
- Click Sync now to verify the corrections
Email address changed
What it means: Dr Frost has matched a user from your MIS to an existing Dr Frost account (using their Wonde ID), but the email addresses don't match. Rather than applying the update automatically — which could affect how users log in — we flag this for you to review and confirm.
This error is most commonly seen during the first set-up sync when your school already has existing Dr Frost accounts.
Common causes:
- The existing Dr Frost account uses a username (e.g. "student-12345") rather than an email address
- The existing account uses a personal email address or an old school domain
How to fix:
- Click the Resolve button on the Email address changed row to open the review screen
- Check the list of affected users, comparing each person's current Dr Frost details against the email address from your MIS. If any MIS email addresses look wrong, correct them in your MIS before proceeding
- Before applying changes: Download the CSV to prepare teachers and students for the login change — once updated, they'll need to use their new email address to log in
- Apply your changes — you have two options:
- To update individually: Click Update next to a user, review the new email address in the dialog that appears, then click Update to confirm. Repeat for each user.
- To update in bulk: Click Update all. You'll have another opportunity to download the CSV before committing — we recommend doing this if you haven't already. Then type UPDATE-ALL exactly as shown to confirm. This will update all email addresses at once.
Once resolved, these accounts will be kept up to date automatically by the nightly sync going forward.
Re-syncing after fixing errors
Go to Settings > MIS Connection to view current errors and sync status. Use the Sync now button to apply fixes immediately, or wait for the next nightly sync to pick up your changes automatically.
Sync now is particularly useful at the start of term when you've made bulk updates to student data and want to verify everything has resolved correctly.
Still having issues?
Errors persist after fixing in MIS
If you've corrected issues in your MIS and run Sync now, but errors still appear:
- Check the errors are definitely fixed in your MIS
- Try the sync again after a few minutes
- If problems continue, contact support@drfrost.org with:
- List of affected students
- Screenshots of corrected data in your MIS
- Details of when corrections were made
Need help identifying issues in your MIS
Contact your MIS provider's support team - they can help you locate and correct data quality issues.
Questions about specific errors
Contact support@drfrost.org with error details and we'll help you understand and resolve them.