---
title: "Hosted Customer Roster Information and Troubleshooting"
slug: "hosted-customer-roster-information-and-troubleshooting"
updated: 2025-05-16T21:29:45Z
published: 2025-05-16T21:29:45Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://support.eduphoria.net/llms.txt
> Use this file to discover all available pages before exploring further.

# Hosted Customer Roster Information and Troubleshooting

Roster imports are a two-part process. The first part occurs on your server (where the Remote Roster Tool is located), and the second part occurs on Eduphoria’s servers.

## **On Your Server**

The first part of the process involves the following system tasks.

**Step 1:** The Remote Roster Tool runs, either by a scheduled task or if a user clicks **Run Now**, and pulls the data from your SIS.

**Step 2:**The system processes and outputs the data to four hosted roster CSV files:

- staff.csv
- students.csv
- courses.csv
- roster.csv

These files are saved in C:\Program Files\SchoolObjects\ImportTemp when the Remote Roster Tool finishes.

**Step 3:**The tool then compresses, encrypts, and sends the files to Eduphoria’s servers.

## **On Our Servers**

The second part of the process occurs once Eduphoria’s servers detect the newly sent-over hosted roster files.

**Step 1:**An import process begins. The four files are decrypted and processed using our Hosted Roster Connector. It updates staff (SIS Accounts), students, courses, sections, terms, and rosters (student classes) in that order.

**Step 2:** When the Hosted Roster Connector finishes importing the files on our end, it sends a Roster Summary Report email to all roster administrators.

## **Troubleshooting Roster Imports**

If you find a problem with your roster data, here are some areas to troubleshoot:

- First, make sure the data in your SIS views is correct.
- If the SIS data looks good, run the Remote Roster Tool and check the hosted roster files in C:\Program Files\SchoolObjects\ImportTemp.
- If the data looks good in the files but is still incorrect in Aware, check the hosted roster files that have been sent to us. You can download these as a ZIP file in **Management** > **Roster** tab > **Manage Roster Import** > **Connectors** tab > **Download Last Uploaded Roster Files**.
- If the four files are also correct but the data in Aware is incorrect, it must be an issue with the import on our servers. Contact [Support](mailto:support@eduphoria.net).

Comma-Separated Values, a file format used for importing and exporting data, particularly in educational assessments. Spreadsheet programs such as Microsoft Excel or Google Sheets are commonly used to read and edit CSV files.