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Centers 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 much of this page. The Centers pages do not check your role, so a permission refusal usually looks like an empty result. And a licence, an inspection and a violation are fixed once saved, because the three actions that would change them are reachable from no screen. Where a fix says "not from the screen", that is a defect in PTRS. Report it to whoever looks after PTRS for your organisation.

The page will not load​

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

Almost always your role, not an empty result. Centers is open to site directors, organisation administrators and super admins only. A staff member or a regional director reaches the page, because nothing hides it, and PTRS refuses every request. The list does not say so; it shows its empty state.

Confirm it by opening Site Map, which does say so. Then sign in as a role PTRS admits. A regional director cannot be given Centers without a change to PTRS.

"Failed to load sites" on the map​

The same role problem, reported honestly. The map is the only Centers page with an error banner.

As above.

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

Three different things produce this one message: the link is wrong, the site belongs to another organisation, or your role cannot open Centers. PTRS deliberately reports a record in another organisation as not found rather than refused.

Check your role first, then the link.

An Add Site button that returns an error when submitted​

The button is shown to staff members and regional directors, and PTRS refuses their sheet. Add License and Record Inspection are shown to everyone.

Not fixable from the screen.

Nothing is wrong, but nothing appears​

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

The map leaves out any site missing a latitude or longitude, silently. The count in the map's subtitle is the number of sites, not the number plotted.

Open the site, press Edit, and set Latitude and Longitude. PTRS does not check them, so paste carefully.

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

The chart groups by classification and leaves out sites that have none. Those sites still count in Total Sites, so the percentages are of classified sites only.

Set Site Classification from Edit.

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

No screen in PTRS can add a violation to an inspection. The list is empty on every inspection in every organisation.

Record the regulations cited in the inspection's Notes, and track the corrective actions outside PTRS. See Record an inspection.

The "Expiring Licenses" count on the directory reads exactly 10​

The figure stops at 10. Ten means ten or more.

Open Site Dashboard, which lists the same 10, or check each site's Licensing tab.

A number does not look right​

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

It has expired and is still marked Active. Both places that list expiring licences look for Active licences with an expiry on or before the cutoff and have no lower limit. Nothing moves a licence to Expired, and no screen can change its status, so it stays in the list permanently.

Add the renewal as a new licence. The old one cannot be changed. See Record an OCCL licence.

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

The bar compares the site's operating capacity against its licensed capacity, two settings. It does not read attendance or enrolment. A site set to 150 with a licence for 100 shows red permanently.

It is a real settings mismatch worth correcting: open Edit and make the two numbers agree with the licence certificate. The number PTRS enforces at enrolment is the profile's Licensed Capacity.

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

They are two separate fields and nothing keeps them in step.

Only the site profile's is enforced. Set it to match the certificate on the Edit sheet. The licence cannot be edited.

No expiry badge on a licence expiring next week​

The Licensing tab never receives the figure the badge needs, so the badge is never drawn, for any licence, at any distance from expiry.

Read the expiry date on the row. For a countdown, use the Expiring Licenses table on Site Dashboard, which is right.

An action did not do what it said​

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

Site Director, Fire Marshal Approved and Fire Marshal Inspection Date are on the Add New Site sheet and are not saved, with no error.

Open the new site and press Edit, which does save all three. See Add a site.

A licence cannot be edited​

There is no edit for a licence. PTRS can edit one, and no screen offers it.

Add a new licence for the renewal and treat the old one as history. If OCCL reissued the same number, the new licence cannot be recorded either, because a licence number can exist only once in PTRS.

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

The same. PTRS can edit an inspection, and no screen offers it, so the follow-up date and the "all resolved" flag can never be set, and an inspection's pass or fail and violation count are fixed the moment it is recorded.

Record a second inspection and explain in its Notes.

A violation cannot be marked resolved​

Nothing anywhere in PTRS can mark a violation resolved. The green Resolved badge and the resolved date are drawn for a state PTRS cannot produce.

Track corrective actions outside PTRS.

An inspection was recorded as Passed when it failed​

Passed is ticked by default on the Record Inspection dialog.

It cannot be corrected. Record a second inspection and refer to the first in its Notes.

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

The nightly check needs both the Temporarily Closed status and a closure date at least 365 days old. Closed Date is not on the Add Site sheet, and changing the status from Edit does not set the date either.

Open Edit and set Closed Date yourself.

The site director cannot be cleared​

Choosing None sends nothing, so the existing director stays. The same is true of every field on Edit: a blank means "leave as it is", so nothing can be cleared once set.

Assign a different director instead.

Something is refused​

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

A licence with that number is already on this site.

Check the Licensing tab before adding.

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

The number is already used at a different site, possibly in another organisation. A licence number can exist only once in the whole of PTRS, and the check that would explain the refusal only looks at the same site.

Use a different number.

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

This is Centers' one real enforcement, raised when a child is enrolled in a programme. It counts distinct children with an active enrolment in any programme at the site against the site profile's Licensed Capacity, or its Operating Capacity if that is blank.

If the count is wrong, look for stale active enrolments. If the limit is wrong, correct Licensed Capacity from Edit, and only to what the OCCL certificate actually allows.

"Revoked" is not in the licence status list​

PTRS knows five statuses and the dialog offers four.

Record it as Suspended and explain in Notes.

Something was deleted​

Deleting a site removed its licences and inspections​

Delete Site removes the site permanently, and every licence, inspection and violation with it. The confirmation says so.

There is no way back. Use Site Status: Permanently Closed instead, which keeps the record and its history.

A deleted site can still be opened by direct link for about a minute​

PTRS remembers a site's profile for a minute, and deleting the site does not make it forget.

Wait, or reload after a minute.

Something in the log​

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

The nightly licence check tries to send an email, and no email can leave PTRS until it has been given a mail server, which no version that can be installed today has. The attempt becomes this log line. The address shown is the site director's own, from their staff record.

Whoever looks after PTRS has to give it a mail server before any email can leave. Until then, treat these lines as a to-do list, not a record of a delivery.

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

The site has no site director, or the director's staff record has no email address. The licence is skipped for that window.

Assign a director with an email address from Edit. A site created with Add Site never has one, because that sheet throws the director away.

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

The nightly check only looks at licences that expired in the last 24 hours. After that day it stops, and nothing changes the licence's status, so the expiry is never reported again.

Watch the Expiring Licenses table on Site Dashboard, where an expired licence stays visible with a negative countdown.

Checked against PTRS on 7 September 2026.