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Compliance 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.

One fact sits underneath most of this page: no compliance score exists. PTRS's five-minute check fails before it saves anything, every time. See How the compliance score is calculated. 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​

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

Your role cannot use Compliance. This is what a staff member or a guardian sees. The Compliance Radar entry is still in your menu, because the menu hides nothing from anyone.

Not fixable from the screen.

"Failed to load compliance overview" and "Failed to load compliance alerts", with the rest of the page drawing​

PTRS refused the figures. For a read-only account this is the normal outcome: the menu lets you onto the page and PTRS refuses everything on it. Only two of the five panels say so; the other three draw their empty state, which is why the page looks half broken rather than refused.

Sign in as a site director, regional director, organisation administrator or super admin. There is no read-only way of working anywhere in PTRS.

Nothing is wrong, but nothing appears​

Credential Tracker says "No staff found"​

The panel draws its list once, before the staff have arrived, and does not redraw when they do.

Click any of the three sort pills, By Expiry, By Location or By Type. The full list appears at once. Changing the site in the header does the same.

The Safety Records card is empty at every site​

Nothing in PTRS ever creates a safety record. The card is empty in every organisation.

Not fixable from the screen. Fire drills, first aid kit checks and the like have to be recorded outside PTRS. The annual safety assessment is a different thing, under Health and Safety, and the score's check does read that one.

"No inspection data available" under the gauge​

The badge reads inspection records that nothing in PTRS creates. The message is accurate. These are not the site inspections you may have recorded under Centers. PTRS has two unrelated kinds of inspection record, and neither screen can see the other's.

Not fixable from the screen. Record site inspections under Centers. They will not appear here.

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

Two reasons, either enough. The page never receives the alerts, so it always starts empty. And there are no alerts: the only thing that writes one is the check that fails.

Not fixable from the screen.

No site gauges appear under the big one​

The page reads the per-site scores under a name PTRS does not use, so the list is always empty.

Not fixable from the screen. A rule-by-rule view of one site is built and no screen shows it.

A number does not look right​

The organisation gauge reads 0%​

It averages an empty list. It would read 0% even if results existed, because of the name mismatch above, and no result exists either.

Not fixable from the screen. Do not read a compliance score off this page.

Every area card reads 0%​

Two reasons. The cards add up the same empty list, and they look the six areas up under names PTRS does not use.

The lower half of the Documentation, CACFP and Incident Reporting cards is real and comes from its own feed. Read those and ignore the headline. See Read the Compliance Radar.

"-1.2% from last quarter" never changes​

It is fixed text with a fixed down arrow. There is no quarter-on-quarter calculation anywhere in PTRS.

Ignore it.

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

A fixed number.

Ignore it. Incident resolution time is not worked out anywhere in PTRS.

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

Meals served is not measured. It is worked out as 85% of the headcount and then divided by the headcount, so the bar reads 85% whenever anyone is present and 0% when nobody is.

Use the CACFP screens for meal counts. This bar sits on a federal reimbursement surface and should not be quoted.

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

The same fault as the Credential Tracker, in a worse form: this card never redraws and nothing you can click refreshes it.

Use the Credential Tracker panel lower down, after clicking a sort pill.

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

The tile looks for statuses spelt in lower case, and PTRS sends them capitalised, so nothing ever matches.

Use the incident log.

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

The tile reads two figures the page never receives, so both are zero, and the bar is drawn full when the total is zero.

Use Advance an OCCL notification.

Documentation Completeness reads 0 complete for every requirement​

The counting is right, over a status no document can reach. Every personnel document stays pending for ever, and the count counts only verified ones.

Not fixable from the screen. See Build a personnel file.

An action did not do what it said​

"Simulate Inspection" returns FULL PASS instantly​

The simulator steps through an inspection checklist that nothing in PTRS creates. With zero checks the run is over before it starts, and zero failures and zero warnings produce FULL PASS. "Last simulated: Never" is fixed text.

Not fixable from the screen. Use Prepare for an OCCL inspection, which is a checklist you work by hand.

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

The message is the whole of the action. Nothing is produced and nothing is sent.

Tell people yourself.

"Report shared with board members"​

The same. Share with Board does nothing. There is a compliance PDF built inside PTRS and no screen can produce it either, so there is nothing to share.

"Alert resolved" but the alert is still there​

Resolve and Assign show a message and do nothing. Nothing in PTRS can mark an alert resolved.

Not fixable from the screen.

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

It reads room headcounts that nothing on this page provides. The club name is fixed text and is not your site.

Not fixable from the screen. See Read the ratio monitor.

Live updates never arrive on this page​

The page listens for four kinds of message. Three are only sent by the check that fails before it can send them; the fourth is sent by nothing.

Reload the page. Nothing on it updates on its own.

Something in the log​

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

This is the root defect. The five-minute check fails while sorting its results by area, because three of the eight checks belong to Safety. It logs this line for each site and moves on, so PTRS's own task monitor shows the check as healthy.

Not fixable from the screen. It is a defect in PTRS, recorded for the PTRS team.

Checked against PTRS on 7 September 2026.