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Incidents 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.

Filing an incident​

"Your organisation has no active locations yet…"​

Step 1 loads your organisation's sites and its active staff before it will let you continue, and one of the two came back empty. The message says which.

An administrator has to add at least one site and one active staff member. The Next Step button stays greyed out until then, on purpose, because an incident cannot be created without both.

"Couldn't load locations or staff. Check your connection and refresh."​

One of those two lists failed to load at all, rather than coming back empty.

Refresh. If it keeps happening, your role may not be allowed to use Incidents. See The Incidents page opens but nothing appears.

The Next Step button on step 1 stays greyed out​

Either the description is under 20 characters, or the sites and staff have not finished loading. The counter under the box tells you which: "N more characters needed" means the description.

Keep typing, or wait for "Loading locations and staff…" to clear.

"Staff member not found."​

The reporting staff member does not exist in your organisation. This comes from PTRS after the description was accepted.

The staff record is missing or belongs to another organisation. An administrator needs to check it.

"Raw description is required."​

An empty description reached PTRS.

Type a description. If you see this from the wizard, tell whoever looks after PTRS, because the button should have stopped it.

"Invalid role. Valid values: Primary, Witness, Affected."​

Step 2 offers three roles, Primary, Witness and Bystander, and PTRS accepts only Primary, Witness and Affected. Choosing Bystander sends something PTRS refuses.

Set every person to Primary or Witness and press Next Step again. The save stops at the first refusal, so people listed after the rejected one were not saved either.

"Invalid participant. Provide participantType 'Member' with memberId or 'Staff' with staffId."​

The kind of person and the person chosen did not match: a child without a child chosen, or a staff member without a staff member chosen.

Pick the person again from the search results rather than typing.

"Emergency medication details are required when medication was administered."​

The medication switch is on and its details box is empty.

Fill in what was given, or switch it off.

"EMS called timestamp is required when EMS was called."​

The EMS switch is on with no time. The wizard fills the time in for you, so this normally comes from the edit dialog on the incident page.

Enter when EMS was called.

"No fields to update."​

A save reached PTRS carrying none of the six things it can change.

Change at least one of first aid, emergency medication, EMS or BGCA reported. Nothing else on the details screen is saved. See Incident fields and limits.

"Conflict detected, please refresh and try again"​

The incident changed between your opening the page and your save.

Refresh and redo the edit. Check the timeline first. Someone else may already have made the change you were about to.

After filing​

"Only incidents in Draft status can be submitted."​

The incident has already left Draft. Usually it was submitted already, sometimes twice from a stale page.

Refresh and check the status badge. If it says Submitted, it is filed and there is nothing to do.

"Incident could not be submitted, it may have already moved out of Draft."​

The same thing, caught at the moment of saving. Two submissions raced.

Refresh. One of them worked.

"Only incidents in Draft status can be deleted. Submitted incidents are protected by mandatory reporting rules."​

Working as designed. Once submitted, an incident cannot be removed.

There is no fix, and that is deliberate. Correct the record by adding to it: health details, OCCL status, a regenerated written report. All of those add to the timeline rather than overwriting it. If the incident is wrong at its core, file a new one and refer to this one in its description.

"Invalid OCCL status. Valid values: …"​

A status outside the eight PTRS knows. Capitalisation is not the problem; PTRS ignores it.

From the screens only Mark as Reported and Mark as Submitted exist, so this message normally means something other than a screen sent the change. Tell whoever looks after PTRS.

"Organization context is required."​

Your signed-in account is not attached to an organisation.

An administrator has to fix the account. Nothing in Incidents works until they do.

Nothing is wrong, but nothing appears​

The Incidents page opens but nothing appears​

Incidents 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 it open and then stay empty.

Not fixable from the page. Your role cannot use Incidents.

The incident I just filed is not in the list​

Almost always a filter, in one of three ways. The Active and Resolved filters look for statuses PTRS never gives an incident, so a filed incident, which is Draft or Submitted, is hidden by both. The Type and Severity lists compare against words PTRS never stores, so anything but All hides everything. And the date range starts at the last 30 days.

Set the status to All, both lists to All, and widen the date range. If it still does not appear, check the site selector in the header. The list shows the selected site only.

The OCCL tracker is missing from an incident​

The tracker is hidden unless OCCL is marked as required, and that is decided once, at creation, from the type and severity. An incident filed through the wizard never has it. See How reporting deadlines are triggered.

There is no way to set it afterwards. Track the notification outside PTRS for that incident.

"Add Action" does nothing, and ticking a follow-up does not save​

Both show a message and change nothing. Nothing in Incidents creates or completes a follow-up action.

Not fixable from the screen. Track follow-ups elsewhere.

The Parent Communication panel always says notification was not required​

The panel is given a fixed answer. It reads the same for every incident.

Not fixable from the screen. Write guardian contact into the incident description so it is at least on the record and in the exported PDF.

The assistant panel and the record disagree about OCCL​

The assistant panel matches words in your browser using a different rule from PTRS's own, so it says "OCCL: REQUIRED" far more often than the record does.

Trust the OCCL Notification Tracker on the incident page. That one shows the stored answer.

Every figure above the incident log reads 0​

The five figures and the summary panel are open to site directors and administrators only. For a staff member PTRS refuses them, and the page has no way to say so, so every figure shows 0.

Not fixable from the page. Ask a site director or an organisation administrator for the figures. The incident log below works normally.

The pattern panel says "No patterns detected" and I know there are some​

Two possibilities that look identical. Either your role cannot see patterns (staff members and regional directors cannot), or nobody has run a scan, because the panel shows the last stored result and never scans on its own.

Press Run Analysis. A red message tells you it is your role. A "0 patterns detected" message tells you nothing crossed a threshold.

"Mark as Reported" gives "Failed to update OCCL status"​

Almost always your role. Only site directors and administrators can change the OCCL status, and the tracker shows its buttons to everyone who can open the incident, including staff members who cannot use them.

Ask a site director or an organisation administrator to record it. If you are already one, the status was refused. See the Invalid OCCL status entry above.

A pattern card names an hour that does not match our schedule​

The time-of-day rule groups incidents by the hour in universal time and labels them as if they were local.

Subtract 4 hours in summer and 5 in winter for Delaware. A card reading "3pm to 4pm" means 11 am local in summer.

"Action item created" but no follow-up appears​

The message is fixed text. Nothing in PTRS creates a follow-up action.

Not fixable from the screen. Track the follow-up wherever your team tracks work.

The exported PDF is missing the first aid and EMS details​

Those details are stored and shown on the incident page, and the PDF does not include them. Nor does it include the signature, parent communication, attachments, staff participants or the BGCA status.

Put anything the PDF must carry into the incident description before exporting. The description is printed in full. The export checklist lists what to add.

Checked against PTRS on 7 September 2026.