Parents with the 'Troubleshooting' Status (Admin User Only)
We have noticed a growing number of issues relating to duplicate email addresses for parents. Therefore, we have created this Troubleshooting page to help and resolve these issues.
There will be a ‘Troubleshooting’ status in the parents list, instead of ‘Unconfirmed’. If you see this, follow the below steps to resolve this issue.
- Go to Ladders at Home at the bottom of the left hand navigation menu
- Click on the Parents Tab
- A new orange ‘Troubleshooting’ button will appear in the right corner
- When you scroll down the list, any parent with ‘Troubleshooting’ in the status column will need to be viewed and resolved on the Troubleshooting page
- Click ‘Troubleshooting’ in the status column, or in the navigation as shown above.
- The duplicates will appear like below;
- Click ‘Merge parents’
- Usually there should only be one duplicate. Select which one should be the master parent
- Once selected click ‘Confirm Merge’
- This will open a popup to confirm that the master parent you have selected is the one you want to become the only parent record
- Click ‘Merge’
- A green banner will appear once they have been successfully merged. Only one parent will now appear against that record
- If no problems appear a green banner will appear like the below. No further action is needed