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Notifications 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.

Every entry here has the same root cause, so it is worth saying once: PTRS has never sent a notification. See Notifications. None of these can be fixed from a screen. Report them to whoever looks after PTRS for your organisation, and use the workaround given.

Nothing is wrong, but nothing appears​

The Notification Center shows "Something went wrong"​

The page asks PTRS for your notifications and cannot understand the answer, so it fails before it can draw anything. This happens for every role, including super admins, and Try Again fails the same way.

Not fixable from the screen. There is nothing to see there. No notification exists in any organisation, so nothing is being missed.

The bell always says "No notifications"​

Two reasons, either of which would be enough. The bell cannot understand the answer it gets, so it shows nothing. And there are no notifications to show.

Not fixable from the screen. The unread badge on the bell is accurate. It reads a figure it does understand, and that figure is 0.

I turned on "Enable Notifications" and nothing changed​

The switch saves one yes or no against four categories, incidents, compliance, credentials and attendance, and nothing reads them, because nothing sends anything. The four categories named beside the switch cannot be set separately either.

Not fixable from the screen.

Nobody was told about the incident, the ratio breach or the check-out​

No message goes out for any of them. Each of those screens says one did, in fixed words: the incident wizard's "Regional Director notified via email", the ratio monitor's "Alert sent to Regional Director", the check-out drawer's "Guardian notified." None of the three sends anything.

Tell people yourself, by phone, radio or in person, and write what you told whom, and when, into the record. For an incident that means the description, which is the only field that lasts and reaches the PDF.

The Staff page bell had notifications and now it is empty​

That bell is a different thing from the one in the header. It shows live events from the compliance screens while the page is open, up to 50, and everything in it is lost on refresh, on moving to another page, and in a second browser tab. It cannot show anything that happened before you opened the page.

Not fixable from the screen. It is a live ticker, not an inbox. If an event matters, act on it while it is on screen.

An email was logged but never arrived​

PTRS has not been given a mail server, in any version that can be installed, so every email becomes a line in PTRS's own log beginning "Would send to". The guardian email route goes one step further and reports success, so a notification can be recorded as sent when nothing was sent.

Whoever looks after PTRS has to give it a mail server before any email can leave. Until then, treat a "sent" status and a "Would send to" log line as a record of an attempt, not a delivery.

Checked against PTRS on 7 September 2026.