Troubleshooting

Start from the message on your own screen, not from the part of PTRS you think you are in. The message is what you actually have; the module is often what you are still trying to work out.

This page is an index. Every symptom links into the page for the part of PTRS that explains its cause and what to do about it.

Every module in PTRS is covered here: Attendance, Incidents, Notifications, Staff, Compliance, Centers, CACFP, Members, Programs, Health & Safety, Analytics & Reports, the Parent Portal, Administration, the AI Assistant, the Dashboard, and Notes & Audit.

Searching is usually faster

Paste the message into the search box at the top of the page. The search covers the full text of every module's own troubleshooting page, so an exact phrase from an error usually lands you on the right entry directly.

Jump to a module

Module	What it covers	Page
Attendance	The kiosk, checking in and out, ratios, working offline	Attendance troubleshooting
Incidents	Filing an incident, working it afterwards, panels that read zero	Incidents troubleshooting
Notifications	The notification center, the header bell, screens that claim somebody was told	Notifications troubleshooting
Staff	The directory, credentials, background checks, training, personnel files, onboarding, scheduling	Staff troubleshooting
Compliance	The compliance radar's panels and the inspection simulator	Compliance troubleshooting
Centers	The site directory, the map, a site's own dashboard, licences and inspections	Centers troubleshooting
CACFP	Meal counting, the monthly claim, rates, enrolment and eligibility, menus, the food catalogue, inventory, procurement and special dietary needs	CACFP troubleshooting
Members	The directory, a child's own record and its tabs, the registration wizard, guardians and pickup authorisation, and Quick Scan	Members troubleshooting
Programs	The program list and record, its lifecycle, enrolment and the waitlist, schedules and the calendar, cohorts and consent forms, the curriculum builder and resource library, program staffing, goals, assessment, surveys and evaluation, and the charter, budget, partnerships, compliance, documents and planning screens	Programs troubleshooting
Health & Safety	Medications on site, illness records, emergency and care plans, staff certifications, a site's own health profile and member health	Health & Safety troubleshooting
Analytics & Reports	The analytics dashboard and its panels, the monthly statistical report, funder reports, the financial summary, the operational reports and the funder records screens	Analytics troubleshooting
Parent Portal	The five guardian screens (dashboard, child record, messages, authorization forms and settings), the account link that gates all of them, and emergency alerts	Parent Portal troubleshooting
Administration	User accounts and roles, the data-import wizard, organisations and sites, and your own profile and password	Administration troubleshooting
AI Assistant	The chat, the plain-English data question screen, the model status screen, and the regulation library	AI troubleshooting
Dashboard	The home screen and its seventeen panels, the site selector, and the live refresh	Dashboard troubleshooting
Notes & Audit	The notes screen, the audit trail, the integrity check, and the settings placeholder	Notes & Audit troubleshooting

Four symptoms that are almost never what they look like

Before the full list, the four that account for most wasted time.

An empty list is usually a permission failure. A message saying nothing was found, on more than one screen across PTRS, is shown in place of an error the screen did not actually check for.

A panel that says nothing is wrong may not have looked. Several panels compute what they show once, before their own figures have actually arrived, and never recompute after. Clicking a sort control is often the whole fix.

A confirmation is not a delivery. Several buttons across PTRS report that a message was sent, a plan was generated, or an alert was resolved. PTRS has never sent a notification of any kind, through any channel.

A clean result can be a result over nothing to check. The OCCL inspection simulator reports a full pass because it has nothing to actually check against.

Every symptom, by module

Attendance

Checking a child in

• "Member '…' is already checked in."

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

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

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

• "Invalid attendance method: …"

• The kiosk shows no child tiles to tap

• "Unrecognized QR code" or "Invalid QR code"

• "No open sessions found. Open a session from the Attendance page first." Checking a child out

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

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

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

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

• The kiosk says "Check-out failed" Ratios

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

• "Show room breakdown" opens an empty list

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

• The ratio history view is empty or shows an error

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

• Ratio notes stop in the late afternoon Offline

• The pending count will not go down

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

• A child was checked in twice, once offline and once online Nothing is wrong, but nothing appears

• The Attendance page opens but every panel is empty

• Expected, Present and Absent all read 0

• The attendance heatmap is blank

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

• Today's list shows children from other sites

• Children are still shown as present the next morning

Incidents

Filing an incident

• "Your organisation has no active locations yet…"

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

• The Next Step button on step 1 stays greyed out

• "Staff member not found."

• "Raw description is required."

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

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

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

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

• "No fields to update."

• "Conflict detected, please refresh and try again" After filing

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

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

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

• "Invalid OCCL status. Valid values: …"

• "Organization context is required." Nothing is wrong, but nothing appears

• The Incidents page opens but nothing appears

• The incident I just filed is not in the list

• The OCCL tracker is missing from an incident

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

• The Parent Communication panel always says notification was not required

• The assistant panel and the record disagree about OCCL

• Every figure above the incident log reads 0

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

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

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

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

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

Notifications

Nothing is wrong, but nothing appears

• The Notification Center shows "Something went wrong"
• The bell always says "No notifications"
• I turned on "Enable Notifications" and nothing changed
• Nobody was told about the incident, the ratio breach or the check-out
• The Staff page bell had notifications and now it is empty
• An email was logged but never arrived

Staff

The page will not load

• "Something went wrong" on Shift Scheduling after choosing a site

• "Organization context is required."

• The Staff pages open and everything is empty

• "Unable to load training compliance data." or "Unable to load audit readiness data." Nothing is wrong, but nothing appears

• The Staff Notifications bell always says "No notifications yet"

• The Qualification Gaps card never appears on a staff record

• The Ratio Compliance figure is missing from the Staff page

• Coverage Gaps always says "No coverage gaps detected"

• The cross-site conflict banner does not appear when somebody is at two sites A number does not look right

• A personnel file says 0% and "Audit Ready" at the same time

• A personnel document shows as "Missing" right after I recorded it

• The same document counts as present on one screen and not on another

• "Expiring soon" gives a different answer on every screen

• The Expired Credentials figure counts something from years ago

• A new staff member shows 15 missing trainings

• The training compliance rate is 0% when most staff have most of their training

• A figure on the Staff page has not changed after I updated something

• The CSV export has empty Location and File Status columns

• Sorting the directory did not reorder the whole list An action did not do what it said

• There is no way to deactivate a staff member

• A training record was saved with the wrong date and cannot be fixed

• An onboarding task was ticked by mistake

• An onboarding workflow for somebody who never started is stuck on the board

• The certificate number I typed on Add Credential is not on the credential

• A credential badge reads "DEEDS Synced" and DEEDS was never contacted

• A background check reached Rap Back Enrolled and the record says not enrolled

• The "HB 47 Rap Back Enrollment Required" banner says the deadline has passed

• A staff member with a denied background check was scheduled anyway

• Nobody was told a credential, clearance or training was expiring

• An overdue onboarding task was never alerted a second time

Compliance

The page will not load

• "Access Denied, You do not have permission to view compliance data."

• "Failed to load compliance overview" and "Failed to load compliance alerts", with the rest of the page drawing Nothing is wrong, but nothing appears

• Credential Tracker says "No staff found"

• The Safety Records card is empty at every site

• "No inspection data available" under the gauge

• The Active Compliance Alerts table is empty and the badge reads 0

• No site gauges appear under the big one A number does not look right

• The organisation gauge reads 0%

• Every area card reads 0%

• "-1.2% from last quarter" never changes

• "18.5h, Avg Resolution" on the Incident Reporting card never changes

• The CACFP card's "Meals vs Present" bar always reads 85%

• The Credential Currency donut reads 0 valid, 0 expiring, 0 expired

• The "Open" tile on the Incident Reporting card reads 0 with open incidents

• "OCCL Submitted" reads 0/0 and its bar is full

• Documentation Completeness reads 0 complete for every requirement An action did not do what it said

• "Simulate Inspection" returns FULL PASS instantly

• "Remediation plan generated and sent to all site directors"

• "Report shared with board members"

• "Alert resolved" but the alert is still there

• The "Live Room-Level Ratio Check (Wilmington)" section is empty

• Live updates never arrive on this page Something in the log

• "Failed to evaluate compliance for location …" every five minutes

Centers

The page will not load

• "No sites found, Try adjusting your search or filter criteria." with no filters set

• "Failed to load sites" on the map

• "Site not found, The site you are looking for does not exist or you don't have access."

• An Add Site button that returns an error when submitted Nothing is wrong, but nothing appears

• A site is in the directory but not on the map

• A site is missing from the "Sites by Type" chart on the dashboard

• The violations list says "No violations recorded for this inspection"

• The "Expiring Licenses" count on the directory reads exactly 10 A number does not look right

• A licence shows a negative day count, "-31d left"

• The Capacity bar is red at 100% on a site that is nowhere near full

• The licence's capacity and the site profile's capacity disagree

• No expiry badge on a licence expiring next week An action did not do what it said

• The new site has no director and Fire Marshal Approved reads No

• A licence cannot be edited

• An inspection cannot be edited, and the follow-up date cannot be set

• A violation cannot be marked resolved

• An inspection was recorded as Passed when it failed

• A site created as Temporarily Closed is never flagged by the closure check

• The site director cannot be cleared Something is refused

• "A license with number '…' already exists for this location."

• An unexplained error on Add License with a number that looks fine

• "Site '…' is at licensed capacity (n/m). Cannot enroll additional members."

• "Revoked" is not in the licence status list Something was deleted

• Deleting a site removed its licences and inspections

• A deleted site can still be opened by direct link for about a minute Something in the log

• "Would send to …: OCCL License Expiring in n Days"

• "Site '…' has no director email configured, skipping license expiry alert"

• "OCCL License #… has EXPIRED. Immediate action required." appears once and never again

CACFP

A meal count will not save

• "Failed to log meal count. Please try again." on Point of Service Entry

• "Failed to save meal record" on CACFP Meal Service or Meal Records

• "Duplicate meal record. Edit existing record '…' instead."

• "Enter at least one meal count"

• "Enter at least one menu item"

• The Recorded By dropdown is empty

• "Invalid meal type: EveningSnack." A meal count will not change

• "Meal records older than 60 days cannot be corrected."

• The edit dialog saved a bigger number than I entered

• I deleted a meal record and want it back A claim will not do what I expect

• "Invalid program type: CACFP." after pressing Create New Claim

• "Please select a location first." after pressing Create New Claim

• "No claims found." on Claims Management

• The claim month cannot be changed

• "Claim Validation, 0 rules checked"

• The Override button on a failed validation rule does nothing

• The panel says "Run validation to check this claim" and there is nothing to press

• "Claim has N blocking validation error(s) that must be resolved before submission."

• "Approver must differ from submitter (separation of duties)."

• "Claim must be in Draft status to submit. Current status: X."

• "Submission deadline (yyyy-MM-dd) has passed. A late submission exception is required."

• There is no Amend button on an approved claim

• The claim's Grand Total is $0.00 and there are no line items

• A claim's status will not move to Under Review or Paid A number does not look right

• "Est. Reimbursement, $0.00" with meals recorded

• "Valid Rate, 0%" in amber, and "Validated, 0 / N"

• The "Needs Attention" tab contains every record ever

• The daily breakdown shows a cross on every row

• "No rates configured." on Reimbursement Rates

• The rate schedule is empty from 1 October

• Allergy alerts show children who are not at this site

• The meal-period cards show service times my site does not use

• The revenue forecast tiles or the trends table are blank or the page errors

• "No consolidated claim data available."

• The "Inactive" tile on Enrollment Summary is always 0

• Free + Reduced + Paid does not add up to the Active count

• The enrolment list shows participants from other sites

• Buy American Compliance Rate reads 0.0% and every row says "Domestic: Yes"

• The fiscal year on Buy American Compliance is a year behind after 1 October

• A menu template shows a green tick and "Meets meal pattern requirements"

• Low Stock and the FIFO queue disagree with the full inventory A menu, food or inventory record will not save

• "Failed to create cycle menu" on Cycle Menu Planning

• "Failed to create menu template" on Menu Template Library

• "Invalid prep complexity: Medium."

• "Failed to record transaction" on Inventory Management

• "Failed to create vendor" on Procurement & Vendors

• "Failed to create purchase order" on Procurement & Vendors

• "Invalid procurement method: FormalBid." or "…: SoleSource."

• "A vendor with Tax ID '…' already exists."

• "Failed to create record" on Buy American Compliance

• "Failed to create meal substitution" on Special Dietary Accommodations

• "Invalid substitution basis: Medical."

• "Insufficient inventory" on a transfer, waste or issue Menus, food and inventory show nothing

• "No food items found." on Food Item Catalog

• "No meal pattern rule sets configured."

• The Age Group Mappings table is missing

• A cycle menu exists but has no meals on any day

• "No inventory items found." and "No items in FIFO queue."

• The four tiles at the top of Inventory Management never appear

• The Food Item column on Inventory Management shows a long code

• "No inventory data available." on Multi-Site Inventory

• The Total Budget tile is missing on Procurement & Vendors

• "No Buy American records found for FY …"

• I cannot find the Buy American screen in the menu

• The Substitution History table is always empty

• There is no medical statement or emergency protocol screen

• A child with a known allergy is missing from the cross-reference Nothing is wrong, but nothing appears

• "Failed to load reconciliation data. Please try again later."

• "No reconciliation data for this period."

• "Daily Meal Roster" lists meal types instead of children

• The Daily Limits panel shows no usage

• "No daily limit configuration found."

• The validation results block never appears on a meal record detail page

• The Meals page takes a long time to load

• "No DENARS packages generated yet."

• "Failed to generate package" on Recordkeeping & Document Retention

• A DENARS package row says "Generated" but there is nothing to download

• "No entries in the offline queue."

• The offline page says "Offline" while everything is working

• "Failed" and "Conflicts" on the Sync Status panel are blank

• "No recent background jobs." on the Real-Time Feed

• The Real-Time Feed never shows a meal count An enrolment will not do what I expect

• "Member with ID '…' was not found."

• The Create Enrollment request fails and no field is flagged

• "Program year must be in YYYY-YYYY format."

• "An active enrollment already exists for member '…' at this location, program type, and program year."

• I cannot change a participant's eligibility tier

• I cannot withdraw a participant

• Clicking an enrolment row does nothing

• "Enrollment not found." on the detail page

• The enrolment detail page shows only four fields Eligibility does not appear anywhere

• "Area Eligibility Not Configured" and there is no way to configure it

• The area-eligibility card is red

• "Free/reduced percentage 42.0% does not meet the 50% threshold."

• There is no screen for income applications

• "Invalid verification outcome: Non-Responsive."

• "Outcome must be one of: Confirmed, Tier Changed, No Longer Eligible, Non-Responsive."

• "Income application '…' has already been processed."

• "Income application '…' must be Approved to create a verification." A food safety or compliance record will not save

• "Failed to create temperature log. Please try again."

• "Failed to create production record. Please try again."

• "Failed to create service window" on Vended Meal Management

• "Failed to create corrective action plan"

• "Failed to create self-audit"

• "Failed to generate DENARS package" on Review Readiness

• A finding category I typed is rejected Operations and compliance screens show nothing

• "No temperature logs found." after I created a log

• The temperature list has no column headings

• "No service windows configured." however many I create

• The four configuration tiles on Vended Meal Management never appear

• The FNS-101 breakdown table is missing

• Display Location is blank on every poster row

• Method is blank on every civil rights training row

• Every site card under Food Safety Certs is red

• The Dashboard tab on CACFP Training & Staff Management is empty

• The Staff Member column on Annual Training Calendar shows a long code

• "No readiness data available." and "No compliance data available."

• Clicking a corrective action card leads nowhere

• There is no site monitoring screen

• There is no program calendar screen

• Vended Meal Management is not in the menu

• I cannot attach a document to any CACFP record An operations number does not look right

• The Compliance Rate on CACFP Training & Staff Management reads 0.0%

• The training figures are all zero and I know we have records

• Selecting Completed in the corrective action filter shows every plan

• Every severity chip and some status badges are grey

• Every self-audit reads "Needs Attention" and "Complete: No"

• Every corrective action plan reads "Open"

• The Leftover tile on a production record does not match the record

• A production record's review status never changes

• Certifying the annual complaint log reports zero complaints

• A food safety certificate never shows "Pending Renewal"

• Nothing warned me before a certificate or training expired Permissions

• I can see the CACFP menu but every page is empty or errors

• I am a Staff user and there is no Create New Claim, Approve or Reject button

• "Organization context is required."

Members

A record will not save

• Saving the edit sheet fails with a server error and nothing changed

• I changed the date of birth and it went back

• The registration wizard fails at "Recording consents…"

• The registration wizard fails at "Creating member record…"

• The registration wizard fails at "Uploading documents…"

• The registration wizard fails at "Creating enrollment record…"

• I retried the wizard and now there are duplicate children

• Add Enrolment refuses the save

• Add Enrolment says the immunisations are not up to date and I can see they are

• "Invalid enrollment type: Reinstatement"

• "Invalid termination reason: SafetyConcern"

• Uploading a document fails

• Uploading a document fails with a server error

• Saving a consent fails with a server error

• Adding a guardian fails with a server error Nothing is wrong but nothing appears

• The directory says "No members found" and I know there are members

• A child does not appear under the Grade filter

• Searching a member ID finds nothing

• Searching two words finds nothing

• The Allergies panel on the Health tab is always empty

• The Financial tab says "No financial information on file" for every child

• I cannot edit an emergency contact

• I cannot edit a guardian's details

• A guardian appears three times, once per child

• An authorised pickup disappeared with no record

• The Demographics card shows values I cannot edit

• There is no missing-documents list

• The review queue is not in the menu A number does not look right

• The Attendance tab shows Total Visits of 5 or fewer

• Avg Weekly on the Attendance tab reads 0.1

• Avg Duration on the Attendance tab reads a dash

• The current streak looks right but Total Visits does not

• The Incidents tab shows fewer incidents than I expect

• Clicking Age, Grade or Status does not reorder the list

• The badge says the membership expires in June

• The ID on the badge is not the child's actual id

• I chose a referral source and the field is blank afterward

• I set an income range or billing type and it did not stick

• The audit panel does not show a change I know was made

• Every verified document says "current-user" verified it

• A note marked Confidential is visible to everyone A scan will not do what I expect

• Every scan comes back Failed with the same message

• The scanned form does not appear on the review screen

• I cannot type into the review fields

• A scanned child was created with a date of birth of 1 January 2000

• A scanned child is called "Unknown Unknown"

• The emergency contact on the paper form was not created

• A batch upload failed part-way

• Confirming a scan did not create an enrolment

• The same form was scanned twice and there are two children

• The average confidence on the stats widget is not an accuracy figure Permissions

• I can see the Members menu but the list is empty

• I am a regional director and Register New Member fails

• The Financial tab is empty and the padlock suggested I could not see it

• "Organization context is required."

Programs

Nothing loads, or it looks like a permission problem

• "Failed to load programs" on the program list

• "Failed to load program" on every tab of a program

• The Programs menu entry is visible but nothing in it works

• A regional director can press Create and cannot see the result

• The Program Calendar cannot be found from the menu A program will not save, or saves the wrong thing

• The create form returns an error with no field named

• "Location was not found" when the site clearly exists

• "End date must be after start date" on a one-day program

• The new program's waitlist is off and I did not turn it off

• The new program's age range is not what I wanted

• The Weekly Schedule card does not appear on a new program

• Changing the program type in Edit had no effect

• A long name or description returns a server error rather than a message

• A stage button I expected is not offered

• The reason I typed on a stage change cannot be found anywhere

• Clone did not copy the curriculum, staff or goals

• Unticking "Clone to same location" changed nothing

• There is no way to restore a snapshot

• The name under a snapshot is a long code, not a person The schedule and calendar screens do nothing

• Save on the Schedule Editor does nothing at all

• Generate Sessions leaves the dialog open

• Add Exception leaves the dialog open

• "No session occurrences found" on every program

• The Scheduled, Completed and Cancelled tiles all read 0

• The Program Calendar is empty every month

• No conflict is ever flagged on the calendar

• A booking never moves past "Tentative"

• A fortnightly pattern would generate weekly An enrolment will not do what I expect

• There is no way to remove a child from a program

• "Site is at licensed capacity" and this program is nearly empty

• "Program is at capacity and waitlist is not enabled"

• Bulk Enroll enrolled fewer children than I selected

• Bulk Enroll took the site past its licensed capacity

• Promote moved more children than there were seats

• The waitlist card and the promotion order disagree

• A child I know exists does not appear in the Enroll picker

• "No eligible members found"

• A child outside the program's age range was enrolled with no warning

• The eligibility rules I saved are not stopping anybody

• A rule type I chose could never fail anyway

• The Enrolled Members list shows children who left

• The Record button on the Pending Consent tab always fails

• The Pending Consent count never falls

• A consent form cannot be edited or turned off

• A cohort always shows 0 members

• The consent status on a child's Programs tab always says Pending

• A previously withdrawn child causes a plain server error on re-enrolment A number does not look right

• Avg Capacity on the program list is not the average of the cards

• A program I know exists is missing from the list

• The enrolment count on the overview differs from the Enrollment tab

• Members in Cohorts and Avg per Cohort both read 0

• The waitlist position in the message is not the one on the card

• Nothing was sent to anyone when a child was enrolled

• A program whose end date has passed is still Active The curriculum screens do not behave

• Dragging a unit or a session snaps back with an error

• Every unit is called "New Unit" and every session "New Session"

• Every session says 60 minutes and Workshop

• A session's activities, materials and assessments are always empty

• A curriculum cannot be renamed

• Publish cannot be undone

• Deleting a curriculum removed more than expected

• A resource cannot be edited

• "Shared across organization" seems to do nothing

• A resource cannot be attached to a session The staff and compliance tabs

• The Compliance tab always says "No compliance data"

• A staff assignment cannot be edited or given an end date

• Two people both show the primary-contact star

• The staff picker lists people from other sites

• A staff member who cannot start work can still be assigned An outcome screen shows nothing, or only zeros

• A goal is stuck on "Not Started"

• Achieved, In Progress and At Risk all read 0

• "Invalid goal category" on a category the form suggested

• "Invalid assessment type" whatever I type

• Every assessment badge is grey

• A goal has no objectives and no measurement count

• Total Results and Showing Improvement are always 0

• Pre and post averages never appear on an assessment

• Every assessment shows as Active and none can be turned off

• A survey shows 0 responses

• A survey cannot be edited

• Unticking "Active" on a new survey had no effect

• The Evaluation tab is empty and Create does nothing

• Anybody can see the New Evaluation button

• A goal's progress chart is never shown anywhere

• A progress percentage over 999 returns a plain server error The charter screen

• There is no way to edit a charter

• Every charter says "Version 1"

• A charter has no effective or expiry date

• An expired charter still shows as Approved

• A rejected charter cannot be resubmitted

• I hold the approval setting and there is no Review button

• Timestamps on the charter card are unreadable The budget screen

• Allocated always reads $0.00

• The badge on every budget says "Draft"

• "Invalid budget category" when recording an expense

• My expense went onto the wrong budget

• The four summary cards do not match the budget I am looking at

• An expense never leaves "Pending"

• Spent and the expense list disagree Partnerships

• The partner dropdown is empty and Create does nothing

• Every partnership says "Proposed" and the Active tile reads 0

• Every partnership shows "Ongoing"

• The Agreements and Contributions counters are always 0

• "Total Partners" does not match the number of partner organisations Compliance

• Every program shows "0% Compliant" in red

• There is no way to add a compliance requirement Documents

• Upload Document has no file picker

• "Invalid program document type"

• Version History always says "No version history"

• The Archived counter is always 0

• Version history shows a long code instead of a name Funding, grants and pillars

• There is no funding sources or grants screen

• A grant reporting deadline is never chased

• The pillar list is empty The AI screens

• Every AI tool says the AI service is unavailable

• "AI returned malformed output. Please try again."

• Compliance gap analysis does not mention my program's requirements

• The AI tools tab cannot be found from the menu

Health & Safety

The page will not show anything

• "Select a location to view health & safety data."

• Every tab loads but every list is empty

• The tab bar is present but a tab shows nothing at all Medications

• "Failed to register medication" after choosing Inhaler, Injection, Eye Drops, Ear Drops or Nebulizer

• "Failed to register medication" naming a policy

• A medication registers even though the site policy should forbid it

• Can Administer says no on a medication that looks correct

• A medication expired months ago and still shows as active

• The Administration Log table is always empty

• The Adverse Reaction column always reads "None"

• The Expiring Alerts list only ever covers 30 days Illness records

• "Failed to record illness" after choosing Hospital Transport or Refused Entry

• "Failed to record illness" with everything apparently filled in

• A contagious illness was recorded and nobody was notified

• A child cannot be checked in after a pickup was recorded Emergency action plans and care plans

• A regional director sees no emergency action plans at all

• A newly created plan is not counted in Active EAPs

• A care plan does not appear on the member's own record

• No plan is ever flagged as due for review Staff certifications

• "Failed to add certification" on almost every type

• "New expiration date must be after new issue date."

• Renewing works on a certification whose type the form cannot create

• The coverage card tracks a certification nobody can add Site health and member health

• A change to a member's chronic condition cannot be saved

• An immunisation record or health document cannot be added

• The site health profile saves but nothing changes The dashboard

• The Urgent Actions strip never shows a document renewal

• The technical dashboard shows the health document renewal check failing Authorization

• Every button returns an error

• An OCCL auditor cannot open Health & Safety at all

Analytics & Reports

Getting in

• "Access Denied, you do not have permission to view analytics and reports."

• The page loads but every panel fails The analytics dashboard

• Avg Daily Attendance and Compliance Score both read zero

• Every KPI tile shows "+0% vs prior period"

• Open Incidents shows a red rising arrow but "+0%"

• Turning on "Compare to previous period" shows the same number twice

• The YTD button gives the same result as 90 Days

• The Attendance Trends chart is empty at every date range

• The Attendance Heatmap is a full grid of zeroes

• The Program Enrollment panel has data when nothing else does

• The Compliance Trend chart has points in one environment and none in another

• The three incident panels disagree about the period

• An incident or check-in appears on the wrong day of the heatmap

• Download Report ignores the date range and location I selected The statistical report

• The Year choice only offers this year

• The spreadsheet, workbook and document buttons do nothing

• I switched site and got the previous site's numbers

• The document is missing sections that are in the spreadsheets

• Total Youth Served is identical to Registered Members

• The Avg column looks too high

• Total Hours does not match our opening hours

• Last year's report gives different numbers each time I run it

• A child is in the wrong age band

• Program Participation is all in January Funder reports

• Total Attendance is zero on every report

• The report period is 30 days but the funder is on Annual reporting

• The document says a name that is not our organisation

• The report is described as AI-powered but reads like a database extract

• Total Enrollment looks too high

• A report's status is stuck on Draft

• Generating a report did not move the funder's Next Due date Operational reports

• The three attendance reports are empty

• Compliance Summary shows a zero score and zero alerts for every location

• The Meal Count report's validity column is false on every row

• I cannot set a date range

• The report does not contain a column the card promised

• The Incident Log spreadsheet has shifted columns

• "Unknown report type" Funder records

• "Failed to create funder" or "Failed to delete funder" with no reason

• The detail page says "No contact name" for a funder that has one

• Editing a funder wiped its contact details and grant dates

• The Notes box contains a wall of unreadable text

• A funder is overdue but shows Current

• Removing a funder made its reports disappear

• Grants we recorded against a program are not in Funding Committed Exports generally

• I asked for a format and got a different one

• Timestamps on exports are hours off

Parent Portal

Getting in

• Every screen is empty and there is no error

• Signing in as a demo or test guardian shows the same empty screens

• An administrator opened a parent web address and saw an empty portal, not a permission message

• A guardian-only account reached a staff screen

• "guardianId query parameter is required."

• "You are not authorized to access this guardian's data."

• "Guardian is not linked to this member." Dashboard

• Unread Messages and Pending Forms are always 0

• The badges on the bottom navigation never appear

• The dashboard does not update while I watch it

• The bell icon does nothing

• My child was signed out but the card still says Checked In Child

• The Child screen is always empty

• The attendance grid shows squares that change every time

• The medication log is empty for a child who has medicine on site

• Hours this week reads 0.0

• The week in the weekly summary looks a day out Messages

• Sending a message does nothing and the box empties

• I never receive a reply

• A message shows no translation Forms

• Both tabs are always empty

• "Authorization form not found or not published."

• Download PDF does nothing

• The confirmation checkbox does not have to be ticked

• A completed form lists a child I did not sign for

• Signing with more than one child only signed for one Settings

• "Settings saved" but nothing was saved

• Quiet hours have no effect

• I chose SMS or Phone and nothing arrives

• The language resets to English when I sign in again

• Some text stays in English in Spanish or Creole Emergency alerts

• The emergency alert screen never appears

• An alert was acknowledged and the acknowledgement rate reads n/0

Administration

Getting to the screens

• A permission message on the import wizard

• A permission message on the user screens

• Every screen says my account is not assigned to an organisation

• Signed in, no error, and every screen is empty Managing users

• The user list is empty on an organisation that has users

• The count above the table does not match the rows

• The user list is slow

• "Invitation sent" but the person never received an email

• A role I assigned has not taken effect

• The OCCL auditor role is not in any role list

• A message says the account is not synchronised and cannot be changed here

• A reactivated user cannot see any sites

• Every entry in the Activity Log says "ACTIVITY"

• "Last login" is never shown

• Deactivating my own account is refused Importing

• An unexpected failure when I upload a file

• My spreadsheet is rejected

• The data landed on the wrong site

• Rows I expected to be created came back as Skipped

• Re-running an attendance file duplicated everything

• Guardian or emergency-contact columns did not arrive

• Imported staff have no credentials or background check

• Every attendance row failed with a message about no active staff member

• A specific child is reported as not found on an attendance import

• An imported incident is not linked to any child

• Dates came in wrong

• The revert did not put everything back

• I left the wizard and cannot revert

• The Updated figure is always 0

• A message about missing organisation context on every import call Profile and password

• "Current password is incorrect." when I am sure it is right

• "Password does not meet complexity requirements."

• Changing the theme or the language does nothing

• Turning notifications on switched something else on

• Every user-management screen fails at once

AI Assistant

Getting to the screens

• A message says you do not have permission to access the AI Assistant

• The AI Assistant menu entry is there and the screen redirects me away

• A message says you do not have permission to access this page, on the regulation library

• The regulation library loads, the sources list is empty and every upload fails

• The model status screen shows nothing for the first moment and then appears Asking a question

• A message says the AI service is unavailable, and nothing streams

• The model status card says Degraded and the chat works fine

• Every question is answered as though it were about attendance

• The answer stops mid-sentence, or a list arrives as one run-on line

• An email address, phone number or date comes back replaced with a marker

• The assistant does not remember what I just asked

• My conversations disappeared

• A message asks you to slow down

• A suggested question produces an answer about something else

• The panel under the answer is not the one I expected

• There is no panel at all

• A question in Spanish or Haitian Creole gets the default panel Answers you should not act on

• The assistant says attendance was zero

• The funder report panel says Total served 0

• A check-in rate percentage looks far too low

• "Who hasn't checked in?" returns a large expected total and no children

• A panel is labelled with a site I did not ask about

• A regulation answer has no source

• A regulation answer sounds confident and nothing is loaded

• A compliance gap analysis names gaps in a program it never read The data question box

• The rows include children I do not recognise

• A message says the generated instruction was rejected for safety

• A message says the generated instruction could not be run, and asks you to rephrase

• A message says PTRS could not build a valid instruction for this request

• The Sanitized indicator says nothing useful The regulation library

• The progress bar reaches full and loading continues

• No progress bar appears, and loading still succeeds

• An unexpected failure when loading, while the chat still works

• A message says the document text is too short to be a valid regulation document

• A message says the name must contain only letters, numbers, hyphens and the mark _

• I filled in Source URL and it is not shown anywhere

• Another organisation's documents are in my Indexed Sources list

Dashboard

Getting to the screen

• Every panel on the home screen is empty or shows an error

• Half the panels work and half say "Unable to load"

• The screen flashes a skeleton and then shows empty panels The site selector

• Changing the site does not change what I see

• The Activity Feed shows other sites' check-ins after I select a site

• The attendance chart does not change when I switch site Counts and badges that do not move

• The Alerts tile shows a number and then "0 critical, 0 warning, 0 info"

• Critical Incidents is 0 and there are open critical incidents

• A site in Violation has the same grey badge as a compliant one

• The OCCL Deadlines panel says "N pending reports" and lists nothing

• The OCCL Deadlines panel is amber and a report is a week overdue

• Every incident on Recent Incidents has a blank badge

• The ratio banner and the headline tile disagree about the same site Panels that are structurally empty

• The attendance trend chart is empty and the sparkline is flat

• The Activity Feed never shows a parent notification

• Expected vs Actual shows a huge Expected figure and Absent 0

• A meal is marked missed and it was served on time

• The site headcount looks stale Live refresh

• The screen does not update when a child checks in

• The headline tiles never update live

• I can see another organisation's activity in the feed

Notes & Audit

Notes: getting to the screen

• A message says the notes failed to load

• There is no New Note button Notes: using the screen

• The author line on every card is blank

• Searching for a colleague's name finds nothing

• My note is not attached to the child I was looking at

• I cannot mark a note confidential

• Notes I did not create are in my list

• The edit dialog stays open after Save Changes

• The removal confirmation stays open after Delete

• An organisation administrator cannot edit a departed colleague's note

• Someone unpinned my note

• "Content is required" or the note is rejected as too long The audit trail

• An access-denied message naming the audit trail

• A message says the audit trail failed to load

• A message says your account is not yet assigned to an organisation

• Every row's Action says "ACTIVITY"

• Most action badges are grey

• The Action or Entity dropdown does not have the value I want

• A message says no entries were found, but the total is not zero

• The User column shows a long code

• An action I know happened is not in the log

• I want to see what the value was before the change The integrity check

• A message names a specific entry as broken, on a development copy

• A message says the chain is broken, on an installation with more than one organisation

• A message says the chain is broken, on an entry with others at the same timestamp

• A green result, and how far it actually goes Settings

• Settings says "System configuration coming soon"

If your symptom is not here

Every module in PTRS is covered above. If your own message genuinely is not here, it may be new, or worth reporting so it can be added.

Two things are true across the whole product and worth checking first, before anything module-specific.

PTRS has never sent a notification of any kind, through any channel. Any screen text saying somebody was emailed, texted or alerted is fixed wording, not a report of something that actually happened. See Notifications.

The menu applies no check of its own. Every signed-in account sees every menu entry, and only finds out on opening a screen whether that screen actually works for them. An access-denied message or an unexpectedly empty screen is often just that.