Health & Safety troubleshooting
What you saw, why, and what to do about it. Six of the entries below have no fix from any screen. They are recorded anyway so time is not lost looking for one.
The page will not show anything
"Select a location to view health & safety data."
Every list on this page is scoped to a location, and none of them run without one chosen in the top bar. Choose a location. If the picker is empty, your account has no location assigned, which comes from your record in PTRS rather than your sign-in, so an administrator has to set it.
Every tab loads but every list is empty
Either the selected location genuinely has no records, or you are on a location in a different organisation from the records you expect. Every list is filtered by organisation before location, so a mismatch shows as emptiness rather than a message. Confirm the location first.
The tab bar is present but a tab shows nothing at all
The tab is chosen by an address detail that PTRS reads when the page loads. An address carrying a value PTRS does not recognise falls through every option and renders nothing below the tab bar. Select the tab from the bar itself rather than editing the address, or open the page fresh to return to Dashboard.
Medications
"Failed to register medication" after choosing Inhaler, Injection, Eye Drops, Ear Drops or Nebulizer
The Route choice offers nine options, and PTRS's own record of a medication only recognises four of the words shown: Oral, Topical, Nasal and Rectal. There is no fix from this screen. Choose one of the four that work and record the true route in Special Instructions. An inhaler and an injection are both routes PTRS would accept under different names; no screen offers those names.
"Failed to register medication" naming a policy
The site's Medication Policy Tier does not accept this medication type. No Administration accepts only Emergency; Prescription Only accepts Prescription and Emergency. Change the policy on Site Health Profile, or register the medication as the type it actually is.
A medication registers even though the site policy should forbid it
The location has no site health profile at all, and the policy check is skipped entirely when none exists. Create the profile on Site Health Profile. Until then, no medication type is restricted at that site.
Can Administer says no on a medication that looks correct
One of four conditions has failed: the status is not active, the expiration date has passed, there is no parent authorisation document, or it is a prescription with no physician authorisation document. Attach the missing document with Edit. Both document fields are optional to save and mandatory to give, which is why a record that looks complete can still be blocked.
A medication expired months ago and still shows as active
Nothing in PTRS ever changes the stored status to expired. An expiry is worked out from the date only when the record is read, so the stored status stays active until someone returns the medication. There is no fix from this screen, and there is no "dispose" action either: the only status change any screen can make is to Returned to Parent. Use Return if the medication left the building, and treat Expiring Alerts as the live view of what has actually lapsed.
The Administration Log table is always empty
Nothing in PTRS can write a medication administration record. The save, its check and its place in the product all exist, correctly built, and no screen calls any of them. There is no fix from this screen. Keep the medication administration log on paper.
The Adverse Reaction column always reads "None"
The column reads a value the server never actually sends, so it is always blank. There is no fix from this screen. Do not read this column as evidence that no reaction occurred: it cannot report one either way.
The Expiring Alerts list only ever covers 30 days
The window PTRS uses is fixed at 30 days, and no screen exposes a control for it. There is no fix from this screen. 30 days is the only window available.
Illness records
"Failed to record illness" after choosing Hospital Transport or Refused Entry
The Disposition choice offers five options, and PTRS's own record of an illness only recognises three of them: Isolated, Sent Home, and Returned to Program. There is no fix from this screen. Record the closest accepted outcome, put the true outcome in Notes, and raise an incident report in Incidents, which is the correct home for a hospital transport in any case.
"Failed to record illness" with everything apparently filled in
Most often the Member ID or Reported By Staff ID is not a record belonging to your organisation. Both are plain text boxes with no picker and nothing checks them until the save is sent. Re-copy both ids from the member and staff records.
A contagious illness was recorded and nobody was notified
PTRS writes a private note and nothing more. There is no fix from this screen. No email, text message or in-product notification is sent, the authority named is fixed, and no screen lists these notes. Notifying the Division of Public Health remains a manual act.
A child cannot be checked in after a pickup was recorded
This is working as designed, and the message that said so was accurate. Recording a pickup sets the day the child may return to 24 hours ahead, and checking that child in before then is genuinely refused, naming the reason.
The child may be checked in from the following day. The block works by date rather than time of day, so a pickup at any point on Monday clears on Tuesday morning. There is no way to lift the block from a screen: check-in can be told to make an exception and PTRS records when that happens, but no screen ever sends that instruction, so a child who genuinely needs to return the same day cannot be checked in at all.
Emergency action plans and care plans
A regional director sees no emergency action plans at all
Every read for emergency action plans excludes that role specifically, even though the role reaches the module itself through the floor requirement. This is working as configured. Use a site director or organisation administrator account, or have the requirement changed.
A newly created plan is not counted in Active EAPs
A plan is created as a draft, and the Dashboard tab only counts activated plans. Use Activate on the plan's row.
A care plan does not appear on the member's own record
The read that would show a member's own care plans on her own record exists and nothing calls it. There is no fix from this screen. Use Care Plans and filter by member instead.
No plan is ever flagged as due for review
Review Frequency is stored as free text and nothing works out a next review date from it. Track review dates outside PTRS.
Staff certifications
"Failed to add certification" on almost every type
The Certification Type choice offers eight options, and only First Aid matches a certification type PTRS recognises. The form's own default choice, OCCL Medication Administration, is one of the seven that fail. There is no fix from this screen. Only First Aid can be recorded here, and in particular the certification the medication check actually looks for is offered by no option on this form.
"New expiration date must be after new issue date."
The renewal requires the new expiration date to be strictly later than the new issue date. Equal dates fail. Set an expiration date at least one day after the issue date.
Renewing works on a certification whose type the form cannot create
Renewing only asks for an identifier and two dates, and the certification type is never checked again. No fix is needed: this is the only way to keep a certification other than First Aid current.
The coverage card tracks a certification nobody can add
Staff Certification Coverage tracks OCCL Medication Administration, CPR (Adult/Child/Infant) and First Aid. Two of those three cannot be created from the Add Certification form. There is no fix from this screen. Expect the coverage figures for those two to stay at zero.
Site health and member health
A change to a member's chronic condition cannot be saved
There is no edit control anywhere on this tab. All five updates for a member's health record exist on the server and none is called by anything. Remove the record and add it again.
An immunisation record or health document cannot be added
Adding either record type is built and reachable from no screen. There is no fix from this screen. Both record types are read-only from every screen in PTRS.
The site health profile saves but nothing changes
Only Medication Policy Tier changes anything else on screen. Every other field, AED details, hospital details, radon test date, safety assessment date, whether procedures are posted, is stored and shown and acted on nowhere. This is working as built. Do not expect an overdue radon test or safety assessment to be flagged.
The dashboard
The Urgent Actions strip never shows a document renewal
It reads a warning list with exactly two writers in all of PTRS: the compliance engine, which fails before it reaches its own write, and this module's own once-a-day check, which was never finished being connected in and cannot start. There is no fix from this screen. Do not read an empty Urgent Actions strip as evidence that nothing is expiring. Use Expiring Alerts for medications and the status badges on Staff Certifications for certifications: both are worked out live and are unaffected.
The technical dashboard shows the health document renewal check failing
As above: the check is scheduled and was never finished being wired into PTRS, so it fails on every attempt. Fixing it needs a code change. Turning it on without also fixing its duplicate warnings would replace an empty list with an unusable one; see what happens on its own.
Authorization
Every button returns an error
You are signed in as Staff or Regional Director. The page shows save controls to a wider group than PTRS will actually accept a save from, and both of those roles are in the wider group and not the narrower one. The buttons are shown in error. Use a site director, organisation administrator or super admin account.
An OCCL auditor cannot open Health & Safety at all
The floor requirement for the whole module does not admit the role. The one action that does admit it has no screen calling it anywhere. There is no fix from this screen. The module's OCCL-facing view exists only on the server, with nothing built to show it.
Related
Checked against PTRS on 7 September 2026.