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Attendance troubleshooting

Start from the message on your screen. If you are not sure this is the right part of PTRS, the symptom index lists every message in this guide in one place.

Where a fix says "not from the screen", that is a defect in PTRS. Report it to whoever looks after PTRS for your organisation, and use the workaround given.

Checking a child in​

"Member '…' is already checked in."​

The child has an open check-in in this session and has not been checked out.

Look at the arrivals feed. If they are in the building, nothing needs doing. If they left earlier and nobody checked them out, open their drawer, check them out, then check them back in.

"Member '…' cannot check in until (date) due to 24-hour illness return rule."​

An illness record on the child gives a return date later than today. This is the exclusion working as intended.

The child cannot be checked in through PTRS until that date. PTRS can record an override, but no screen offers one. If the exclusion is wrong, ask someone with access to health records to correct the illness record.

"Session is closed." or "Attendance session with ID '…' was not found."​

Usually a kiosk tab left open from a previous day, still holding yesterday's session.

Close the kiosk and launch it again. It opens or reuses today's session.

"Could not resolve staff member for current user."​

Your signed-in account is not linked to a staff record, and the session had no opener to fall back on.

An administrator has to link your account to your staff record. There is no way around it from the screen.

"Invalid attendance method: …"​

The check-in arrived marked as something other than a badge scan or manual. This cannot happen from the kiosk or the Quick Check-In dialog. If you see it, tell whoever looks after PTRS, because something other than a screen sent the check-in.

The kiosk shows no child tiles to tap​

The kiosk's grid is fed by an expected-attendance list that nothing in PTRS fills in. It is empty at every site, and it is not a fault at yours.

Press QR Scan and scan badges. That is the only kiosk check-in route that works. For a child with no badge, use Quick Check-In from the header.

"Unrecognized QR code" or "Invalid QR code"​

The scanner only accepts a badge PTRS printed from the child's record. A web address, a plain member number or a code from somewhere else will not do.

Print the badge from the child's record.

"No open sessions found. Open a session from the Attendance page first."​

The Quick Check-In dialog found no open session. The message is wrong about the remedy: the attendance page has no control that opens a session.

Press Launch Kiosk once on the attendance page. That opens today's session. You can close the kiosk straight afterwards.

Checking a child out​

"Guardian '…' is not on the authorized pickup list."​

The person you chose is not an authorised pickup for this child. There is no override, by design.

Do not release the child. Confirm the arrangement by your own process, then ask someone with access to member records to add the guardian to the child's record.

The list says "No authorized pickup guardians on file"​

No guardian on that child's record is marked as an authorised pickup.

Nobody can collect this child through PTRS until one is added on the child's record.

"No active check-in found for member '…'."​

The child is not checked in, most often because they have already been checked out and the button is still showing.

Nothing to do. If you pressed Check Out once and it worked, this message on the second press is your confirmation.

The Check Out button stays on screen after a check-out​

The screen decides whether a child has left by looking for a check-out entry, and PTRS does not create one. A check-out adds a leaving time to the existing check-in instead.

Not fixable from the screen. Treat "No active check-in found" as your confirmation.

The kiosk says "Check-out failed"​

A check-out from the kiosk is always rejected, because the kiosk does not send a real guardian.

Check children out from their drawer on the attendance page, where you choose a real guardian. Never use the kiosk to check anyone out. If it has lost track of today's session it skips the request and still shows a checked-out screen for something it did not record.

Ratios​

The ratio panel says 0.0:1 and SAFE with children in the building​

The panel asks for a site-wide staffing note, and PTRS only keeps notes room by room. Nothing matches, so the panel shows zeros and SAFE for every site.

Not fixable from the screen, and this one matters. Count the room. See How ratio compliance is measured.

"Show room breakdown" opens an empty list​

The room list behind that button is never filled in.

Not fixable from the screen. The same empty list feeds the room rows in the site capacity panel and the room list on the kiosk's staff side.

Staff, Ratio Monitor says every site is compliant at 100%​

That page works its figures out correctly, but its children count comes from room occupancy notes, and a note is only written by a check-in that names a room. No screen offers a room, so no room ever has a note. Every room reports 0 children, and 0 children is compliant.

Not fixable from the screen.

The ratio history view is empty or shows an error​

The page asks PTRS for a history page that does not exist.

Not fixable from the screen. The 15-minute notes do exist, and someone with technical access to PTRS's records can pull them out for an inspection request.

The bell on a site card said an alert was sent​

The message is fixed text on the screen. No alert is sent to anyone.

Contact the person yourself.

Ratio notes stop in the late afternoon​

PTRS takes its 15-minute notes between 6 am and 10 pm by its own clock, which runs on universal time. In Delaware that ends at about 6 pm in summer and 5 pm in winter.

Not fixable from the screen. The hours are fixed inside PTRS, not a setting.

Offline​

The pending count will not go down​

Most often the kiosk was first opened with no connection, so it made up a session on the device with a placeholder where the staff member should be. When the connection returned, the kiosk fixed the session but not the placeholder, and PTRS refuses the whole batch.

Write down the pending count and the children involved. Confirm the badge reads Online, then re-enter those check-ins by hand and keep the real arrival times on paper. Then report it as a defect.

To stop it happening again, always launch the kiosk while online at the start of the day.

The refresh button next to the pending count is not there​

It only appears while the badge says Offline, which is exactly when the kiosk refuses to send anything.

Nothing needed. The kiosk sends its queue every 30 seconds while connected, and straight away when the connection returns. Watch the pending count fall.

A child was checked in twice, once offline and once online​

PTRS only rejects a queued check-in as a duplicate if it is within one minute of an existing open check-in. Two check-ins half an hour apart are both accepted.

There is no way to delete an attendance record from any screen. Note it and move on.

Nothing is wrong, but nothing appears​

The Attendance page opens but every panel is empty​

Attendance is open to staff members, site directors, organisation administrators and super admins, and nobody else. The menu does not hide the page from other roles, so a regional director, an OCCL auditor or a read-only account sees the page open and then stay empty.

Not fixable from the page. A regional director can open Staff, then Ratio Monitor, which is open to them.

Expected, Present and Absent all read 0​

They are counted from an expected-attendance list that nothing in PTRS fills in.

Not fixable from the screen. The panels on the attendance page itself are not affected; they get their figures a different way.

The attendance heatmap is blank​

It reads daily summaries and the expected-attendance list, and nothing fills in either.

Not fixable from the screen. Open a child's drawer for their attendance history instead.

Filtering the arrivals feed to "Check-outs only" shows nothing​

PTRS does not create check-out entries, so no entry in the feed is ever a check-out.

Not fixable from the screen. Open a child's drawer to see whether they have a leaving time.

Today's list shows children from other sites​

The today list accepts a site filter and does not apply it, so it shows the whole organisation.

Use the arrivals feed on the attendance page, which shows your site only.

Children are still shown as present the next morning​

Nothing checks anyone out overnight, and closing a session would not do it either.

Check every child out one by one before you leave.

Checked against PTRS on 7 September 2026.