Help

Troubleshooting

ReferenceFor everyone

Use this page when something in Sisra Analytics does not work as you expect. Each problem is in bold, followed by the usual fix and a link to the page with the detail. Many fixes need a Sisra administrator, who is usually in the Admin authority group. If nothing here helps, contact Juniper Education’s support team.

Signing in and access

A sign-in code or password reset email does not arrive. Check your junk, spam and clutter folders. Ask your IT team to add noreply@junipereducation.org to the school’s safe senders list. If it still does not arrive, check the email address Sisra holds. See Check the email address Sisra holds.

Your username does not work. Since August 2026 you sign in through Juniper Portal with your work email address, not a username. See Sign in.

Your password is not accepted. Do not keep trying the same password. Select Forgot your password? to reset it. If the reset email arrives, Juniper recognises your address. See Reset a forgotten password.

You keep going round the sign-in pages. You are probably entering a different email address from the one on your account. Check the address Sisra holds, or ask your Sisra administrator. See Sign in and switch schools.

Sisra says “We could not complete your sign in.” The sign-in page was open for a long time, or more than one sign-in tab is open. Close the other tabs and enter your email address again. See Sign in and switch schools.

Juniper Portal shows “Bad Gateway” or “Error 500”. Go to admin.junipereducation.org/auth/logout to sign out fully, then sign in again. If it keeps happening, look for an incident on Juniper’s status updates page. See Check for known problems.

Sisra says “Your account has been blocked.” Your school has removed your Sisra role in Juniper Portal. If you still need access, ask your Sisra administrator to invite you again. See Give access back.

Sisra has signed you out. Sisra signs you out after a period of inactivity. Sign in again to carry on. See Sign in again after inactivity.

A school is missing from Other accounts. You need an account at that school under the same email address. Ask that school to invite you. See Switch to another school.

A member of staff is missing from Select Users when you invite them. Check that they are in your MIS with a work email address, and that they have no Sisra role yet. If your school uses Wonde, check that Juniper’s request for access is approved. The help centre says new staff reach Juniper Portal overnight. See Give staff access to Sisra.

An invitation has expired. Invitations last 14 days. Resend it from Juniper Portal. See Resend an expired invitation.

Someone has the wrong access. Check their authority group in USERS > Usage, then change their role in Juniper Portal. The change takes effect the next time they sign in. See Change a role.

A member of staff’s name is wrong. Correct it in your MIS. With Wonde, the change reaches Juniper Portal after Wonde’s next sync. See Give staff access to Sisra.

Edit Group Actions is greyed out. The group is Admin or User, which nobody can change, or it is your own group. See Authority groups and permissions.

Sisra says “Failed to create group in Portal” or “Changes reverted due to Portal sync failure”. Sisra could not copy the change to Juniper Portal, so it did not keep it. Try again, and contact support if it fails again. See Authority groups and permissions.

You cannot see live chat. Live chat is for Sisra administrators on the Priority and Complete support tiers. Others can email the support team. If you are on one of those tiers and chat does not load, ask your IT team to allow *.zopim.com. See Chat with support.

Pages do not load or look wrong. Try each of these in turn:

reset the browser’s zoom to 100%, with Ctrl and 0
reload the page with Ctrl and F5
open a private browser window. If that works, a browser setting or an extension, such as an ad blocker, is the likely cause
try another up-to-date browser, or another computer

If none of these works, ask your IT team to check the school’s web filtering, then contact support.

Data and uploads

DATA or CONFIG says it is locked. Something is in the publishing queue. While a cohort publishes, its pages in DATA are locked, and so is CONFIG for the whole school. Wait for publishing to finish. See Follow the publishing queue.

Someone is missing after a student data import. Check that the file has a row for them with a Subject and a Class. In SIMS, check that Suppress duplicates was unticked. See Import student data.

The import says “Some columns in the file are mapped to required fields, but contain blank values.” A row has no Student ID or name. Fill them in, or delete rows that hold no data, then import again. See Import student data.

You imported into the wrong cohort, or with the wrong Student IDs. In that cohort, import its correct file with Update Statuses: set to Yes. The records imported in error become Left School, so delete them. See Import student data.

An import stops with a filter conflict. Someone has two values for one filter on different rows of the file. Make the values match, then import again. See Set up student data columns and filters.

A file has more than 650 people. Check that it holds one cohort only. Juniper can raise the limit for a large KS5 cohort to 2,500. See Import student data.

Update Statuses: cannot be changed at KS5. It is locked for the first file of each year in a cohort. See Import student data.

Someone is missing from the student list. Look under Inactive Students, and select Reset to clear the search. See Manage the student list and statuses.

A KS5 status changes back after an import. The import updated statuses. When a file does not hold the whole cohort, set Update Statuses: to No. See Manage the student list and statuses.

Pupils or students who have left still count. They were in the last file you imported, or it was imported with Update Statuses: set to No. Import a current file with Update Statuses: set to Yes, or change their statuses by hand. See Check cohorts against the spring census.

A pupil who joined after the spring census counts in the headline figures. Set their status to Guest. See Check cohorts against the spring census.

The reports still show old filter values, or a new focus group is missing. Publish student data for the cohort. See Publish student data after changes.

Classes are wrong after an import. First publish student data, because the reports use the last published classes. If they are still wrong, the set names in the file may have changed, or Update Classes: was No. See Fix classes after an import.

There is no plus or pencil next to the sets of classes. The cohort has no grades yet, so upload grades first. If it has grades, reload the page with Ctrl and F5. See Manage classes and assign qualifications.

Pupils or students show as Not in Class. The qualification has no set of classes, the person has no class in its sets, or they are excluded from their class. See Fix missing class data.

Staff initials you do not recognise appear after an import. The wrong column was probably mapped as staff initials. Import the file again with the right column, then use Select Unused and Delete. See Rename data sets and manage faculties.

Upload Grade File is greyed out. Choose the data set’s term first. See Set a data set’s term and grade type.

You need another data set. Each cohort has seven standalone data sets and an Assessments area, and you cannot add more. Rename a spare data set, or use an assessment collection. See Choose where the grades go.

Some grades were left out of an upload. Upload a file of the missing grades only, into the same data set or collection. For a few grades, use Add Grade in Grades Management. See Add grades you left out.

Delete Collection is greyed out. The collection still holds grades or Attitude to Learning (AtL) judgements. Delete its files and judgements first. See Upload grades.

AtL judgements show as unknown. The file’s values match neither a judgement nor a judgement text. Correct the file, or add the judgement with Reconfigure. See Set up Attitude to Learning.

AtL judgements are missing from the reports. The person has no grade for that qualification in the data set, or the data set has not been published since the upload. See Set up Attitude to Learning.

“Cannot edit - subject in use in an EAP or Baseline Group”. You cannot change the grade type of a baseline subject that an Expected Attainment Pathway (EAP) uses. See Change a baseline that an EAP uses.

A new pupil has no KS2 scores in Sisra. Add their scores with Add Grade, or upload a file of their scores alone. Then publish KS2 / EAP and the grades. See Add or change one pupil’s score.

KS2 / EAP will not publish: “The reports cannot be published as there are some issues with your EAPs.” Sisra lists the EAPs concerned. Either a baseline subject they use was deleted, or the exam term uses a grade method without Attainment 8 points. See Set up EAPs for KS3/4.

A pupil or student has no expected grade. Check that they have a baseline value, that the EAP has a pathway for it, and that the pathway has a grade in the report’s term. KS2 averages ending in .5 are a common cause. See Fix missing expected grades for half scores.

Expected grades turned red after a grade method change. They are not grades in the new method. Export the EAP, change the red grades and import it again. See Set up EAPs for KS3/4.

Core Baselines List is unavailable at KS5. It opens once a student has a core baseline. Import the baselines first. See Set up KS5 baselines and EAPs.

Matching and grades

Matching is greyed out. The cohort has no grades or no EAP yet, or data is publishing. Point to it to see why. See Match qualifications in KS3/4.

Save Changes does nothing on the Matching page. An ad blocker or content filter, such as uBlock Origin, can stop the save. Try a private browser window, and ask your IT team to allow Sisra. See Match qualifications in KS3/4.

“Sorry, you have exceeded the maximum number of qualifications allowed for this cohort”. A KS3/4 cohort can have up to 140 qualifications. Merge duplicates, or delete qualifications created by mistake. See Match qualifications in KS3/4.

A qualification number (QN) is not in the list. Check the DfE’s list of approved qualifications for the year. If the qualification is on it, contact Juniper support. If not, match it as unapproved, so it appears in qualification and class reports but not in headline figures. See Find a qualification’s QN.

A qualification shows X in the Collab column. It has no QN, or Included is not Yes. Link it to a QN, or set Included to Yes. See Read the Data Collaboration status.

A KS5 Matching row stays amber. It has no Qual Title or no EAP. Select Edit and choose both. See Match qualifications in KS5.

A KS5 Matching row is red. The EAP uses a grade method with a different structure from the one the QN needs. Until you fix it, you cannot publish student data, KS4 / EAP or any data set in the cohort. See Fix a QN/EAP mismatch.

Changing one EAP changed several qualifications. Every qualification that uses an EAP shares its grade methods. Before you edit an EAP, check on the Matching page which qualifications use it. See Set up EAPs for KS3/4.

A qualification has no grades. The grades may be in another qualification or another data set, or not uploaded. Check Manage Qualifications for its counts in each data set. See Check and correct grades.

A report still shows the old grades. Two files hold grades for the same qualification. Delete the old file, then publish the data set again. See Replace a file.

A warning icon shows in Grades Management. Each icon names a problem, such as Grade Not In Method or Missing Student Data. Some stop publishing, and all of them change the figures. See Warning icons.

Grades Management shows Grade Not In Method. A file holds a grade that the grade method does not have. Correct the file, or add the grade with Reconfigure. See Create grade methods.

You cannot start a new KS3/4 grade method. You have another method still in set-up. Select Resume KS3/4 Grade Method Set Up, then finish or cancel it. See Create grade methods.

“The grades method you are trying to edit is being edited by another user.” Someone else has the method open in set-up. Wait for them to finish. See Create grade methods.

“You need to have at least one active EAP Grades Method, using Att 8 points, in the Config area to access this section.” Create a KS3/4 grade method with Attainment 8 points. See Create a KS3/4 grade method.

Publishing

A Publish button is unavailable. Publish the earlier parts first: student data, then KS2 / EAP (KS4 / EAP at KS5), then grades. See Publish in the right order.

“Changes have been made in the Students tab which require the republishing of Student data before you can publish Grades.” At KS5, publish student data again after any change under Students, then publish the grades. See Publish grades in KS5.

“Publishing Failed”. Try again, and contact support if it fails a second time. If a publish fails in the queue, the reports home tells staff that the report did not publish. See Publish data to the reports.

The health check stops a data set publishing. At KS3/4, grades for pupils with no student data stop any data set. Other issues stop only Exams. At KS5, a Health Check Failed result stops any data set. Fix each issue in the Area the Health tab names. See Read the health check.

Publishing stops because grade methods “have incorrect points values”. Check the points and entries in the grade methods your EAPs use against the DfE’s list for the year. See Create grade methods.

“In order to publish, at least 1 student must have their status set as ‘On Roll’ or ‘Guest’.” Everyone in the cohort is Left School. Change some statuses back. See Manage the student list and statuses.

Progress 8 or value added is missing after publishing. Check that Headlines was on, that the cohort has KS2 baselines with reading and maths as Core, and that the estimates’ baseline type matches the cohort’s. The 24/25 and 25/26 cohorts have no KS2 results. See Upload KS2 baselines.

Pupils with KS2 results have no Progress 8. A pupil with no scoring KS2 result, such as letter codes in both subjects, has no KS2 average, so Sisra leaves them out. See Create custom Attainment 8 estimates.

Your custom estimates are not in the publish dialog. Turn on Headlines first: the estimates lists appear under Headlines/SBP Options. See Create custom Attainment 8 estimates.

Publishing student data warns “Filter mapping is currently incomplete”. At least one key filter is not mapped. You can still publish, but the cohort stays out of Sisra Data Collaboration and the trust’s reports. See Map key filters.

Key filter mapping shows as incomplete again. New filter values were imported, or someone’s values or status changed. Map the new values. See Map new values when the mapping is incomplete again.

Data Collaboration set-up is below 100%. Select the arrow on the Setup bar to see which check has not passed. See Pass the set-up checks.

“There is no Collaboration Data available which matches your current KS2/EAP setup”. The cohort’s KS2 core subjects or their grade type do not match the event. Check Baseline Management. See Take part in Sisra Data Collaboration.

Value added is missing from a KS5 report. Check that students have the KS4 core baseline the qualification needs, and that Value Added Data shows a year. Check too that the report was published with Produce DfE-based Headlines figures on, and that the qualification is approved and linked. See Set up KS5 value added.

Applied general qualifications have no value added. Check that students have KS4 APS All (A8 Pts), not only KS4 APS GCSE (A8 Pts). See Set up KS5 baselines and EAPs.

A T Level has no value added. The DfE does not publish value added for T Levels, so Sisra has no national data for them. See Set up KS5 value added.

A student is missing from the English or maths progress measure. Their prior challenge points are 4 or more, not valid, or missing. See Set up KS5 baselines and EAPs.

A term’s list is empty when you generate the tracker. Nothing is published for that term. Publish the collection first, and check that its Term is right. See Generate the tracker and flight paths.

The reports home shows Generation Required for the tracker. A data set in the tracker has changed in a way Sisra cannot follow, such as being deleted. Generate the tracker again. See Generate the tracker.

Staff cannot open the tracker. One of its data sets is Locked, or the tracker’s own status is. Change the status if staff should see it. See Set the tracker’s status and note.

KS3 grades are missing from a KS4 qualification’s flight path or tracker. Set a Predecessor for the KS4 qualification on the Matching page, such as science for each separate science. See Generate the tracker and flight paths.

An Export button is greyed out. Point to it to see why. The message says whether the data set is publishing, failed to publish, is Locked or embargoed, or lacks the data the export needs. See Export published data.

Incomplete is not in the status list. Only members of the built-in Admin group are offered it, and only at KS5. See Report status and the results embargo.

There is no pencil, Edit Details or Delete Report. Changing and deleting reports needs Access Data Section. See Report status and the results embargo.

Reports and figures

REPORTS is greyed out, or a cohort has no tab. Nothing has been published for the school, or for that cohort, yet. A new cohort appears once a data set or assessment collection is published for it. REPORTS is also greyed out if your authority group has neither View EAP KS3/4 Reports nor View EAP KS5 Reports. See Open the KS3/4 reports.

Sisra says “No reports are available for your access level.” Your authority group has none of the report level actions. Ask your Sisra administrator. See Open the KS3/4 reports.

A level button or report area is missing or greyed out. Your authority group cannot open that level, or the data set cannot show it, such as headline figures for a KS3 collection. Point to a greyed-out area for the reason. See When an area is greyed out.

Someone cannot open a report. Their authority group needs the action for the report’s key stage and its level. KS5 Headlines, Performance Cohorts, Best 3 A Levels, Eng/Mat Progress and Value Added need View Headline Report too. For a Locked report, they also need View Locked Reports. See Group actions.

A report says it is “currently being published”. Your administrator is publishing it. Try again shortly, as the message says. See Open the KS3/4 reports.

Figures look different from yesterday. Check Last Published and the status, then the report’s tabs. Sisra keeps your filters and options for up to 48 hours. See Options that stay set.

Sisra says “Unknown report settings were specified”. Report settings expire after 48 hours, so an old link to a report no longer works. Open the report again from the reports home. See Open the KS3/4 reports.

The reports have not changed after a correction. Changes in DATA reach the reports only when you publish again. See When to republish.

The reports still show a data set’s old name. Republish the data set in that cohort. See Rename data sets and manage faculties.

Headlines and Grades give different percentages for the same measure. Headlines divides by the pupils in the cohort and uses first entries. The Grades area divides by grades and uses each pupil’s best grade. See Grades reports.

Average Grade is blank. The row mixes grade methods, such as GCSE grades and combined science. Use Average Points, or choose one Grade Type. See Grades reports.

Progress 8 is blank for the 24/25 or 25/26 cohort. These pupils took no KS2 tests, so the DfE publishes no Progress 8 for them. Sisra shows one only if your school uploaded converted KS2 scores. See Progress 8 for cohorts without KS2 results.

Sisra’s Progress 8 differs from the DfE’s. Compare pupil by pupil, not school averages. Check each pupil’s KS2 prior attainment, the estimates and the qualifications in each slot. See Where Sisra differs from the DfE.

Sisra’s KS5 value added differs from the DfE’s. Sisra shows value added in grades, and the DfE’s ready reckoner in points, so +1.55 for an A level in Sisra is +15.5 points. Check too which year’s national data the report uses. See Reading value added.

The Subject Progress Index (SPI) is blank. The data set was not published with Data Collaboration on, the pupil has no KS2 score, or the collaboration has too few grades to compare with. See Subject Progress Index.

Equal figures are coloured in Compare. Some equal figures show as higher or lower, such as an average KS2 score of 104 against 104. Read the numbers as well as the colours. See Compare.

Colours do not print. Turn on background graphics in your browser’s print settings, such as Background graphics in Google Chrome. See Print and export.

A filter shows a pupil’s value now, not their value at the time. That is expected. Every report uses the latest published student data. See Which student data a report uses.

A filter is missing from Breakdown or the Filters level. It has more than 15 values. Your administrator can group its values with aliases. See Rename filter values with aliases.

The trends banner is missing from the reports home. Your authority group needs View Qualification Report, and at least one cohort the trends cover needs a published Exams data set. See Headline Trends and Qualification Trends.

A leavers’ year is missing from the trends reports. Its Exams data set has not been published, or, for Headline Trends, not with Headlines on. The trends cover only the six most recent cohorts. They also leave out a Locked or embargoed data set for staff who cannot open it. See Which results they include.

The trends reports cannot filter by a key filter. Every cohort in the trend needs key filter mapping and published student data. See Map key filters.

A qualification is missing from Qualification Trends, or has gaps. The trends match a qualification by its name, so it needs the same name in every cohort. See Headline Trends and Qualification Trends.

A KS5 report’s summary row differs from Headlines. The report includes students who do not count in that measure, and a black triangle warns of this. Select UPDATE STUDENT INCLUSION to show only the students who count. See KS5 report tools and options.

Staff cannot see an announcement. Its Privacy is Admin, so only staff with Access Data Section see it. See Post announcements.

Results day

Staff cannot open the Exams report on results morning. The report stays embargoed until the window closes, which was 8am in 2026. After that, check whether the report is Locked. See How the results embargo works.

Staff can open new results during the embargo window. The report was published before the window opened. Republish it, or change its status to Locked. See Report status and the results embargo.

A senior leader cannot see embargoed results. Their authority group needs View Embargo Reports, and View Locked Reports as well if the report is Locked. Changing the report’s status does not lift the embargo. A role changed in Juniper Portal takes effect at their next sign-in. See Let more staff see embargoed reports.

KS4 Exams will not publish. The health check found a problem. The usual ones are Grade Not In Method, such as a combined science grade with a dash, and Missing Student Data. Subgrades Not Valid In This Dataset means a grade has a + or - sign. See KS4 results day.

KS5 Exams will not publish. The usual causes are BTEC results still in Joint Council for Qualifications (JCQ) codes, Student IDs missing from your student data, and sub-grades. The Invalid Core Baselines check also stops Exams. See KS5 results day.

An early entry counts instead of the summer result. That is the DfE’s first entry rule: the grade with the earliest exam date counts in the headline measures. Check the dates, and correct wrong ones in Grades Management with Edit Date. See KS4 results day.

Publishing is slow. Many schools publish on results days. The Results Day Information box on the publish pages says queues are longest from 6am to 4pm on the embargo days. You can queue only one item per cohort at a time. See KS4 results day.

The Data Collaboration options are greyed out. The set-up is not complete. Check the Data Collaboration panel in DATA. See Include your results in Data Collaboration.

A student is missing from the KS5 headline figures. Check their status, their age and the size of their entries. Students who are On Roll, Year 12 Only or Year 13 Only need enough entries to count. See Who counts.

Multi-School

The Sisra Multi-School set-up email never arrived. Check your junk or spam folder. Ask a Juniper Admin to check your email address in User Management, or email assessmentdashboard.support@junipereducation.org. See Sign in and find your way around Multi-School.

You cannot see User Management or Settings. These are for Juniper Admins. Ask one of your trust’s Juniper Admins. See Sign in and find your way around Multi-School.

A data collection is missing from the list. Its Display in Reports setting is No, or no school has published it yet. See Choose which data collections staff see.

A school is missing from Schools Contributing. Its publish failed a check: no headlines, no grade type or Not Listed, key filters not mapped, or a qualification without a QN. Fix the setting in Sisra Analytics and republish. See Why data can be missing.

A school’s figures are out of date or in the wrong data collection. Multi-School keeps only the latest publish for each cohort, term and grade type. Republish the data set you want, with the right term and grade type. See Why data can be missing.

Data for years 7 to 9, or for leavers before 21/22, is missing. Multi-School has no KS3 reports, and takes cohorts from 21/22 onwards, at both key stages. See Why data can be missing.

You cannot open the trust’s reports on results day. The help centre says that during the summer results embargo, only users with Results Day Embargo Exemption can see them. Ask a Juniper Admin. See Sign in and find your way around Multi-School.

Apply DfE Weighting is missing or gives no figures. It is not on subject reports or KS5 reports. Weighted figures appear only where at least three schools with KS4 results have been in the trust for at least three academic years. See What Apply DfE Weighting does.

Trust figures differ from the DfE’s. Multi-School treats the trust as one school unless you tick Apply DfE Weighting. It also uses what each school published, while the DfE uses checked data months later. See Why trust figures can differ from the DfE’s.

Contact support

If nothing here helps, email Juniper’s support team. Sisra administrators on the Priority and Complete tiers can also use live chat. Say which school, key stage, cohort and data set the problem is in, what you did, and the exact words of any message. See Get support and training.