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Staff 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.

Two facts sit underneath most of this page. No staff alert has ever reached a person, because every email PTRS tries to send becomes a line in its own log. And nothing stops anyone being scheduled, because nothing reads the two "can start work" answers PTRS works out. See What happens automatically.

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.

The page will not load​

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

Choosing a site makes the page ask for that site's coverage gaps, and the page cannot read the answer, so it fails and the whole route is replaced, calendar and float pool included. Try Again fails the same way. The page loads normally beforehand because it does not ask until a site is chosen.

Work from the staff member's own record: open them, then the Schedule tab, which can confirm and cancel shifts and has no coverage panel. To create a shift you need the scheduling page; press Create Shift before you touch the site list.

"Organization context is required."​

Your account is not attached to an organisation.

An administrator has to fix the account. Nothing in Staff works until then.

The Staff pages open and everything is empty​

Your role cannot use Staff. In practice that is an OCCL auditor or a read-only account. The menu does not hide Staff from them, so the empty page is the only sign.

Not fixable from the page.

"Unable to load training compliance data." or "Unable to load audit readiness data."​

The one request behind that page failed, and neither page says why.

Reload. If it keeps happening, it is almost always your role or your account's organisation, as above.

Nothing is wrong, but nothing appears​

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

The bell listens for messages by eight names. PTRS sends staff messages under thirteen other names. None matches. Four of the eight it listens for are sent by nothing anywhere, and three are sent only by the compliance score, which fails before it gets that far.

Not fixable from the screen. It is not an inbox even in principle: it holds live events in the browser only, lost on refresh, on moving to another page and in a second tab.

The Qualification Gaps card never appears on a staff record​

It needs the person to have a position, and no screen in PTRS assigns one. The Add Staff Member dialog shows a Position Type list and throws the choice away.

Check by eye. PTRS treats CPR, First Aid and a background check as required for every staff member, plus Medication Administration for anyone who will give medication.

The Ratio Compliance figure is missing from the Staff page​

The figure only appears when the page gives it a site count, and the page never does.

The ratio figures are on Staff, then Ratio Monitor, and cannot detect a breach. See Read the ratio monitor.

Coverage Gaps always says "No coverage gaps detected"​

Required staff is worked out from room headcounts, and no room in PTRS ever has one. The children are always zero, so the required staff is always zero, so no half-hour is ever short, even at a site with nobody scheduled.

Not fixable from the screen. Read the calendar directly.

The cross-site conflict banner does not appear when somebody is at two sites​

The banner is worked out from the shifts already on screen for the chosen site, so it can only see a conflict that is already in that list. PTRS can find these conflicts properly across the organisation, and no screen asks it to.

Check each site's calendar for the date.

A number does not look right​

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

Two different rules on the same panel. The percentage counts only verified or waived documents, and nothing in PTRS can mark a document either, so it is always zero. The badge counts nothing missing and nothing expired, and a pending document is neither.

Ignore the percentage on the individual file. Use the missing and expired counts, and the Audit Readiness screen.

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

The screen does not recognise the status PTRS gives a newly recorded document, and falls back to Missing, next to the link you just added.

Trust the link, not the badge. The missing count under the ring did go down.

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

The person's personnel file counts only verified documents as present. The Audit Readiness screen counts anything that is neither missing nor expired. A recorded document is present on the second and absent from the first.

Use Audit Readiness for the organisation and the missing and expired counts for the individual.

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

Three different windows, all deliberate, none labelled: the badge on a staff record uses 30 days, the Staff page figures use 60, and the directory's Expiring Soon filter uses 90.

Use the filter for planning and the figures for the current month. See Fields and limits.

The Expired Credentials figure counts something from years ago​

There is no limit on how long ago. Every credential whose expiry is before today counts, including ones belonging to people who have since left.

Filter the directory by Credentials, then Expired, to see whose they are.

A new staff member shows 15 missing trainings​

Correct. Fifteen of the sixteen trainings are mandatory, and every staff member is measured against all fifteen whatever their job.

Record what they already hold.

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

The rate counts only people who are complete on all fifteen. One expired certificate moves someone out of it.

Use Top gaps for the work and the rate for the trend.

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

PTRS remembers the page's summary for five minutes. Staff and credential changes refresh it. Adding a training record, recording a personnel document, completing an onboarding task and confirming a shift do not.

Wait and reload. There is no refresh button.

The CSV export has empty Location and File Status columns​

Both columns read something the page never fills in.

Name, Role, Status, Credentials and Expiring are right. Take the site from the filter you exported under.

Sorting the directory did not reorder the whole list​

Sorting happens on the rows already on screen. In search mode that is the current 25. PTRS always lists people by last name. Sorting by Location does nothing at all, because that column is empty.

Narrow with filters first, then sort.

An action did not do what it said​

There is no way to deactivate a staff member​

PTRS can do it, and no button, menu or dialog anywhere asks it to. Reactivate is on the record header, so the only change you can make is the one that turns someone back on.

Not fixable from the screen. Note the departure elsewhere. The record stays active.

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

No screen can edit a training record, and nothing can delete one.

Add a second record for the same training with the right dates. PTRS uses the newest completion date, so the correct one governs. Both stay visible.

An onboarding task was ticked by mistake​

Ticking a task is permanent, and there is no way to delete a task or a workflow.

Not fixable from the screen.

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

A workflow cannot be cancelled. It stays on Active Onboardings until every required task is ticked.

Not fixable from the screen.

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

The Add dialog collects Certificate Number, DEEDS Certificate ID, Credits Completed and Quality-Assured Hours, and PTRS saves none of them, with no error.

Add the credential, then Edit it and enter the certificate number there. The other three cannot be recorded anywhere.

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

The badge appears on any credential that has a document link and has been verified, by any method including Manual Review. Nothing in PTRS has ever contacted the DEEDS portal.

Read it as "verified", not as "synced".

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

Moving a check to Rap Back Enrolled through Update Status does not mark the record as enrolled or set the enrolment date.

Not fixable from the screen. The status is the reliable field.

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

The deadline is fixed inside PTRS as 1 July 2026. After that date the banner reads overdue permanently on every cleared check not marked enrolled, which, because of the item above, is every cleared check.

Treat it as a reminder that HB 47 exists, not as a status.

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

Creating a shift checks that the person exists and that the times do not overlap another shift. It checks nothing else: not the background check, not the onboarding banner, not even whether the person is active.

Check the Background Checks tab before scheduling. Nothing will check it for you.

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

Every alert in Staff is an email that becomes a line in PTRS's log, and each is addressed to the staff member's own address, not to a supervisor. The one message that would reach a site director is never attempted. Eleven of the fifteen mandatory trainings are not checked at all, so their expiry produces not even a log line.

Open the screens on a schedule: Staff for credentials, Training Compliance for training, Audit Readiness for personnel files, Active Onboardings for overdue tasks.

An overdue onboarding task was never alerted a second time​

The nightly check marks a task as notified after writing its log line, and nothing can clear the mark. Each overdue task is handled exactly once, ever, and the record now says someone was told when nobody was.

Use the overdue count on Active Onboardings, which is worked out live from the due dates and is right.

Checked against PTRS on 7 September 2026.