Parents with the 'Troubleshooting' Status (Admin User Only)

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
Screen_Shot_2018-10-04_at_14.39.09.png
  • 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;
Screen_Shot_2018-10-04_at_14.52.13.png
  • Click ‘Merge parents’
  • Usually there should only be one duplicate. Select which one should be the master parent
  • Once selected click ‘Confirm Merge’
Screen_Shot_2018-10-04_at_14.55.21.png
  • 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
Screen_Shot_2018-10-04_at_14.58.30.png
  • 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
Screen_Shot_2018-10-04_at_15.04.51.png

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