Members troubleshooting
Start from the message on your screen. Symptoms on the directory, a child's record, the registration wizard and the scan review screens, each with the cause read from the code that produces it.
Four facts sit underneath most of this page:
- A child's date of birth cannot be changed after creation, and there is no way to delete a child's record.
- The registration wizard cannot complete. Use Add a child to PTRS instead.
- A structured allergy cannot be recorded anywhere in PTRS, so every allergy surface outside this module is empty.
- The navigation applies no role check, so a permission failure usually arrives as an empty list rather than a message.
A record will not save
Saving the edit sheet fails with a server error and nothing changed
The Allergies, Medical Alerts, Medications, Hobbies and Other Programs boxes each need a specific structured shape, and what you type is sent exactly as typed. A plain comma-separated sentence is not that shape, and PTRS refuses it.
Type the shape the placeholder shows, a bracketed, quoted list. One item looks like a single quoted word inside brackets. Leave the box empty rather than typing an empty pair of brackets.
I changed the date of birth and it went back
It was never sent. A child's date of birth is set once at creation and editing does not carry it. The field is shown as required and editable, and the value is dropped.
The same is true of the enrolment date.
There is no way to correct either. If the date is materially wrong, create the child again and set the old record's Member Status field to Terminated.
The registration wizard fails at "Recording consents…"
The wizard identifies guardians with a made-up value it invents in the browser and sends that where a guardian identifier belongs. PTRS refuses it before the save even runs.
There is no way round it in the wizard. Use Add a child to PTRS and record consents on the child's Overview tab, where the panel passes a real identifier.
The registration wizard fails at "Creating member record…"
The wizard sends the Medical Conditions and Current Medications textareas as plain sentences into fields that only accept a specific structured shape. Any child with either recorded fails here.
Same fix: do not use the wizard.
The registration wizard fails at "Uploading documents…"
Three of the eleven document types it offers are not names PTRS recognises: School Enrollment Verification, Medical Form and IEP/504 Plan.
The registration wizard fails at "Creating enrollment record…"
Two reasons, in order. It sends an enrolment type PTRS does not recognise, which is the refusal you see first. Behind it is the five-rule enrolment gate, which needs two emergency contacts where the wizard only requires one.
I retried the wizard and now there are duplicate children
The save sequence always restarts at step 1, so each retry creates another child, another guardian and another link. The red panel's line saying already-created records will not be duplicated is not correct.
Children cannot be deleted. Set Member Status to Terminated on the duplicates and keep one.
Add Enrolment refuses the save
The enrolment gate caught something. The message names the check that failed:
| Message contains | Fix |
|---|---|
| "minimum 2 required" | Add a second emergency contact on the Overview tab |
| "Emergency Medical Authorization consent" | Record an "Emergency Hospitalization" consent on the Overview tab |
| "immunizations marked as up to date" | Health tab, Immunizations Up to Date |
| "physical exam is expired or missing" | Health tab, a last-physical date within the past year |
| "emergency medication that is not ready" | Health and Safety, the medication on site is not cleared |
The panel that would list all five with a tick or a cross exists in the product and is not shown on any screen, so the message is the whole of the feedback.
Add Enrolment says the immunisations are not up to date and I can see they are
You are looking at two different records. The gate reads the child's separate structured medical record, which is written by the Health tab. Quick Scan and Quick Member Entry never create that record; Quick Scan writes physician, hospital and insurance onto the child's main record instead.
Open the Health tab, set Immunizations Up to Date and a physical date, save, then retry.
"Invalid enrollment type: Reinstatement"
The Financial tab offers Reinstatement; PTRS uses "Re-Enrollment" instead. Choose New, Renewal or Transfer.
"Invalid termination reason: SafetyConcern"
The same shape. Safety Concern is not a value PTRS accepts. The six that work are Aged Out, Moved, Voluntary, Behavioral, Financial and Other.
Uploading a document fails
Either the type or the name.
An IEP document is one of the twenty options on the Documents tab and is not a name PTRS recognises. Use Section 504 Plan or Other. The file must be PDF, JPG, JPEG, PNG, GIF, DOC or DOCX, and under 25 MB.
Uploading a document fails with a server error
The document name is between 201 and 250 characters. The on-screen check allows 250 and PTRS stops at 200. Shorten the name.
Saving a consent fails with a server error
The captured signature is longer than 10,000 characters. PTRS stops there and nothing checks the length before sending. Clear the signature pad and sign again with a simpler, smaller stroke.
Adding a guardian fails with a server error
Add Guardian has no check on it at all, and email and phone are required. Leaving either blank produces a server error rather than a field message. Fill in both.
Nothing is wrong but nothing appears
The directory says "No members found" and I know there are members
Check your role before your filters. The module admits staff members, site directors, organisation administrators and super admins only. A regional director or read-only account is refused by the list reading, and the page does not check for that refusal; it renders the empty state either way.
The navigation shows all six Members entries to every signed-in user and checks no role.
A child does not appear under the Grade filter
The filter matches exactly, and two screens write two vocabularies.
Quick Member Entry stores a bare "3". The filter looks for "3rd". Open the child's record and look at the Grade field: if it is a bare number, edit it to the filter's form, Pre-K, K, 1st, 2nd, 3rd and so on.
Searching a member ID finds nothing
The box says "Search by name or member ID…" and PTRS matches first name or last name only. Nothing in PTRS writes the organisation-assigned id anyway, so it is blank on every child.
Searching two words finds nothing
The term is matched against each name separately, so two words together match neither. Search one name at a time.
The Allergies panel on the Health tab is always empty
It calls a link that PTRS does not register, and the screen catches the failure and returns an empty list.
The allergies that are recorded are the ones in the red chips at the top of the record. They live on the child's main record and are edited on the edit sheet.
The structured allergy record behind this panel has no writer anywhere in PTRS, so it is empty for every child in every organisation, which is also why CACFP's allergy alerts and Health and Safety's life-threatening-allergy check never fire.
The Financial tab says "No financial information on file" for every child
Most likely you cannot see it. The two financial actions require a second, narrower setting on top of the module-wide one, which in practice means an organisation administrator or a super admin only.
The screen catches the refusal and returns nothing, and the card renders that as the empty state with an Add Financial Info button. Pressing the button fails the same way.
The padlock icon on the tab is decorative; the tab is not gated.
I cannot edit an emergency contact
There is no edit control. The action exists and no screen calls it. Remove the contact and add it again.
I cannot edit a guardian's details
Editing a guardian accepts eighteen fields and no screen calls it. Add Guardian is the only guardian write available, and it collects five fields.
Employment, military service, work phone, maiden name and the guardian's own address cannot be set at all.
A guardian appears three times, once per child
Every Add Guardian creates a new guardian record. The action that links an existing guardian to a second child is reachable from no screen, and there is no screen that lists guardians to choose from.
Correct a phone number once per child.
An authorised pickup disappeared with no record
Removing one sets both a revocation date and hides the record at the same time. Because it is hidden, the revocation date can never be read back.
Record the removal as a note on the child if you need a trail.
The Demographics card shows values I cannot edit
Correct. The update action is reachable from no screen, so household setting, family setting, sibling counts, household size and income range can display and never be entered.
There is no missing-documents list
PTRS's own missing-documents check is reachable from no screen. The checklist on the Documents tab is worked out in the browser from a different list of nine types.
The review queue is not in the menu
The review queue has no entry in PTRS's navigation. It is reachable from the Quick Scan drawer after a batch upload, or by typing its address directly. Bookmark it.
A number does not look right
The Attendance tab shows Total Visits of 5 or fewer
Every figure on that tab is computed over the five most recent check-ins, because that is all her profile reading contains.
The calendar heat-map, the date-range filter, Total Visits and Avg Weekly all read the same five rows. Use the Attendance module for a child's real history.
Avg Weekly on the Attendance tab reads 0.1
The count divided by days in the window, times seven, where days is 365 under "All time". With the five rows available that is 0.1, whatever the child's actual attendance.
Avg Duration on the Attendance tab reads a dash
It averages check-out minus check-in, and PTRS never creates a check-out record, so there is nothing to average.
The current streak looks right but Total Visits does not
The streak comes from a separate reading that covers every check-in and is correct. Total Visits comes from the five-row profile reading. Trust the streak.
The Incidents tab shows fewer incidents than I expect
Same cause. Her profile returns the five most recent involvements only.
Clicking Age, Grade or Status does not reorder the list
The arrow moves and the order does not. PTRS handles first name, date of birth and enrolment date by name and falls back to last name for everything else. Name and Enrolled are the two headers that work.
The badge says the membership expires in June
It is worked out in the browser as 30 June of next year, not read from anything. Nothing in PTRS stores or enforces a badge expiry, and every badge printed this year carries the same date.
The ID on the badge is not the child's actual id
It is the last eight characters of her internal record id. The dialog will print her organisation-assigned id when she has one, and her record page does not pass it, and nothing in PTRS writes that field.
I chose a referral source and the field is blank afterward
Only School, Website and Other from the wizard's list are recognised. Friend/Family, Community Event, Social Media and Walk-in are dropped without a message.
I set an income range or billing type and it did not stick
Both are checked against a fixed list and dropped silently when they do not match.
Annual Household Income is a free-text box against a ten-choice list. No value a person would naturally type can succeed. Billing Type offers five choices and two match: Subsidized and Scholarship. Payment Method offers seven and two match: Cash and Check.
The audit panel does not show a change I know was made
Two reasons, and both are by design.
It shows changes to the child's own record only. Guardian, contact, pickup, consent, document, note, medical and enrolment writes log under their own category and do not appear. And twelve fields on her main record are excluded from the recorded values: allergies, medical alerts, medications, physician, hospital, insurance, pickup password and the whole contact block.
Every verified document says "current-user" verified it
The Documents tab sends that fixed word, and PTRS stores whatever it is given. There is no un-verify either.
A note marked Confidential is visible to everyone
The confidential flag is stored and displayed and never used to filter a read. Every note on a child is visible to every user who can open the child, including a front-line staff member.
A scan will not do what I expect
Every scan comes back Failed with the same message
Almost certainly the setup. Quick Scan calls an outside AI service, and its access credential is blank in PTRS's base configuration and blank in the production template. A blank credential fails every request.
The pipeline stores the service's own message as the failure reason, so the message on screen names the cause. This is a setup question, not something you can fix from a screen. See the switch.
The scanned form does not appear on the review screen
The image pane is blank for everybody. It is rendered as a plain picture against a link that requires you to be signed in, and a plain picture request carries no sign-in with it.
Keep the paper form in your hand while reviewing.
I cannot type into the review fields
The boxes are fixed values and the change is not wired through, so each keystroke is reverted. Even if it were connected, confirming does not send edits.
Review against the paper, then confirm or reject. There is no correcting a value and then confirming it.
A scanned child was created with a date of birth of 1 January 2000
The model could not read the date and PTRS substituted that value with no warning.
It cannot be corrected, and the child cannot be deleted. Create the child again through Quick Member Entry and set the scanned record's status to Terminated.
Check the date of birth on every scan before confirming.
A scanned child is called "Unknown Unknown"
The same mechanism on the name fields. Names can be corrected on the edit sheet.
The emergency contact on the paper form was not created
PTRS only creates one when a first or last name was extracted. A contact with a phone number and no readable name is dropped silently.
Add it on the Overview tab.
A batch upload failed part-way
Batch processing runs three files at once through one connection to PTRS's data, which is not safe for that kind of concurrent use. Some scans are processed and some are not.
Upload one file at a time.
Confirming a scan did not create an enrolment
It never does. A confirmed scan creates a child, a guardian, the link and possibly an emergency contact. No medical record, no enrolment, no document, and the scanned form is not attached to the child.
The remaining steps are in Add a child to PTRS from step 3 onward.
The same form was scanned twice and there are two children
There is no duplicate check on confirm, not by name, not by date of birth, not by guardian. Children cannot be deleted; set one to Terminated.
The average confidence on the stats widget is not an accuracy figure
It is the mean of a number the model reports about its own work. Nothing has ever compared an extraction with the paper it came from. See the confidence figure.
Permissions
I can see the Members menu but the list is empty
The module admits staff members, site directors, organisation administrators and super admins. Regional directors and read-only accounts are excluded and refused, which the page presents as an empty result.
I am a regional director and Register New Member fails
The button shows because the screen's own check admits a regional director; PTRS's own setting does not. The interface is wider than PTRS here.
The Financial tab is empty and the padlock suggested I could not see it
The padlock is decorative. The tab is not gated; the two actions behind it are, on a setting combined with the module-wide one, organisation administrators and super admins only. A regional director holds the financial setting and not the members one, so she is excluded as well.
"Organization context is required."
Every action in the module returns this when the signed-in account has no organisation resolved. It means your sign-in did not fully complete, not that the child is missing. Sign out and in again; if it persists it is an account setup problem, not a Members one.
Checked against PTRS on 7 September 2026.