This marks the second year that we’ve had problems with PowerSchool/Canvas integrations. I believe I have a faster system now for getting support to fix the problem, and I’d like to share it with you. Nominally, to help you if you are ever in a similar situation, but really so I can vaguely remember that I wrote this down somewhere next year when it happens.

Goal: To get past tier 1 support to someone who can actually help you.

1. Open a ticket with Canvas with words like SIS, LMS, Integration, Sync, OneRoster. Note that you would like to start by updating the Client ID and Secret for your integration. Get those from PowerSchool’s plugin page, but don’t send them to Canvas support until they send you a secure link. Copy your Canvas Support Case Number. This will not fix your problem, but PowerSchool support will ask you to verify that the Client ID and Secret are correct.
2. Contact Canvas customer success managers at priorityServicesK12@instructure.com and tell them your heart breaking story and ask if they can shepherd your case, and have it moved to the SIS team.
3. Open a ticket with with PowerSchool, containing works like: SIS, LMS, Integration, Sync, OneRoster. Include screenshots of the steps to reproduce the problem, even if they are all on the Canvas side. Evidently PowerSchool support needs to document how to reproduce the error in order to escalate an issue. Include the Canvas case number so that they can contact Canvas directly. Copy the PowerSchool case number.
4. Go back to your Canvas case and add the PowerSchool case number so that Canvas can contact PowerSchool directly.

This should get something done within a few days.