OneRoster sync log: when empty means “completed,” not “stuck”

An Empty Sync Log Means It Finished—Not That Something Went Wrong

Integration July 31, 2025 PTC Wizard 1–3 min read

Imagine restarting a sync three times because the log was blank and you weren't sure it had run at all—only to find out later that a blank log is exactly what a successful sync with no changes looks like. That confusion is gone.

What an empty sync log actually means

When a OneRoster sync completes without generating log entries—because no records needed to be added, updated, or removed—PTC Wizard now displays a clear status message: "Sync complete. No changes detected." This replaces the previous behavior where a successful no-change sync produced an empty log that looked identical to a sync that never ran.

This matters most during the weeks between roster updates, when registrars run periodic syncs to confirm data is current. A clear "no changes" confirmation takes the guesswork out of whether the sync actually executed.

For troubleshooting syncs that do produce log entries, see our guidance on district ID validation during sync and pre-sync school ID validation—both of which help catch configuration issues before they appear in the log.

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We also act as data controllers when we create aggregated statistical data which may be derived from personal data, but is not considered personal data in law as it cannot be used directly or indirectly to identify a person.

What personal data we hold

Student Data: first name, last name, database id, teacher associations
Contact Data: title, first name, last name, relationship to student, email address, phone number, database id
Teacher Data: title, first name, last name, email address, phone number, database id

Where data is held

All data held on the PTC System is within the United States. We host data using Amazon Web Services cloud infrastructure. We maintain daily backups which are encrypted using AES-256. Please click here for a list of sub-processors.

How data is kept secure

We employ appropriate technical and organisational security measures for the types of data we store.

We apply the latest patches to our servers keeping your data safe and secure with multiple levels of password protection - the servers themselves and the database each are password protected. Additionally the servers are behind firewalls.

Subject access requests from end-users

As data processors, we are obliged to pass on to the school any subject access request by an end-user and not respond directly to the end-user. An end-user could be a parent, student, teacher or administrator of the system. We will assist the school in responding to any subject access request. What happens if you stop using the system This section takes effect as of 25th May 2018 While it's rare for a school to stop using PTC Wizard, we only retain personal data for as long as necessary. You can retrieve a copy of all personal data using the export features within the administration panel while the system remains active during your trial period or paid licence period.

We delete personal data within 1 year following termination of your licence or after 1 year of inactivity if you have a trial system. We terminate the licence 60 days after the renewal date if no payment has been received for the renewal.

Features to help comply with GDPR

Syncing data with your school management system

Whenever you choose to sync data from your school information system (SIS), we add new data, update existing records with the latest information from your SIS, and delete records which are no longer relevant or no longer appear in your SIS. Most SIS suppliers are implementing controls to restrict sharing personal data via their API's where you, as the data controller, do not wish it to be shared with third parties. Please contact your SIS supplier directly with any questions.

Exports for data portability

It's possible to export data added to the PTC System to satisfy data portability. You can export all bookings for a particular parents' evening or event from the Appointments or Bookings pages retrospectively. This process can be repeated for each parents' evening & event for which you wish to export data for. It's also possible to export a list of parent details, including links to students.

Data held about Schools

We act as data controllers for any data we collect about customers in order to provide the Parents Evening System service and support to your school. Customer personal data includes, but is not limited to: technical contact details, finance contact details, phone call details, and the content & attachments of any emails sent to us.

Pricing & Subscriptions

PTC reserves the right to change the pricing at any time for any reason. Subscriptions to PTC Wizard that are not paid in full and active will be subject to new pricing terms and/or a reactivation fee for further use.

Service Level Agreement (SLA)

PTC support hours are 9am-5pm EST. Support is available by calling the toll free number 855-782-9492 or emailing the support desk support@ptc Wizard.com. During support hours, customers can expect to receive the first human response within 1 hour.

Most support tickets are resolved within 1 hour. However, we have 3 levels of support issues that carry different resolution times:

Questions: Usually answered immediately. In the event that an agent is unavailable, someone will respond as soon as possible, usually within 1 hour.
Bugs: Depending on the severity of the issue, bugs are usually resolved within 24 hours.
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