Common problems and what to do

This page is for anyone who is stuck. Find the line that matches what you see on screen, read the likely cause, then follow the fix. Most problems come from one of three things: your account only sees its own camp sites (called scope), a required field is still empty, or the network is down.

If the fix here does not work, go to Getting help and send the details listed there.

Finding children

What you see	Likely cause	What to do
I search for a child and nothing comes up.	Your account is a LocationAdmin or GeneralUser. You only see children verified or dosed at your assigned camp sites, plus children who have never been dosed anywhere.	On Participants, untick My campsite only. Tick Show unverified to see self-registered children who prefer your site. If the child belongs to another site, ask a GeneralAdmin.
The child is at another camp site but is standing in front of me.	Name search is always limited to your scope. Only an exact UPC crosses that line.	On the Prashan page, type the child’s exact UPC (for example `QUQV-7135`) in Manual Search and click Search. A warning names both sites; click Continue — dose here or Cancel.
I typed the name and got no result, but the parent says the child is registered.	Spelling differs from what was typed at registration, or the search is on Guardian instead of Child.	Try the first few letters only. Switch the search type to Guardian and search the parent’s name or phone. On Participants, tick Include guardians.
The child really is not in the system.	The family never registered, or registration failed on their phone.	Register the child now with Self Register from the header, then verify.
A page says “Child not found.”	The record was deleted by a SuperAdmin or GeneralAdmin, or it is outside your scope.	Ask an admin to check. Deleted records are hidden from every list and search.

Messages on the Prashan page

What you see	Likely cause	What to do
A red box Registration Not Verified.	The child is still Self Registered. Office staff must confirm the details before the first dose.	Click Go to Verify Registration, check name, gender, date of birth and guardian, and save. Or click Cancel & Return to Intake.
A blue box Already dosed on this camp day.	The child already has a completed dose on this camp day. The screen is read-only and shows that session. It also appears right after you press Complete Dose when the same dose had already been saved, for example after a network retry or by a colleague on another device.	Nothing to do. A child gets one dose per camp day; this stops double dosing. If it is a different child with the same name, go back and pick the right one.
`No camp day is running today at` site`. Prashan can only be recorded on a camp day that is running today.`	The site has no camp day that is Scheduled or Ongoing with today between its start and end dates. The day may not have started, may already be Completed, or was never scheduled.	Ask your site admin to schedule today’s camp day, or to check its dates and status in Admin → Camp Days.
`No dose batch is attached to this camp day, so no dose can be recorded.`	No dose preparation is attached to the camp day.	Ask your site admin to lock a batch to the camp day. Nothing can be recorded until then.
`This camp day is already marked Completed. Doses can no longer be recorded on it.`	The camp day was closed while you were working, or you opened an old day.	A Completed day cannot be reopened. If a dose was really given that day, add it on the child’s profile with Add Paper Dose.
`Batch` code `is not assigned to this camp day.`	The batch chosen is not attached to this camp day, for example a batch from another day.	Pick one of the camp day’s own batches.
A box This child is not eligible due to age.	The child is younger or older than the dose rules allow.	Under 12 months: the child cannot be dosed; nobody can override it. Above the top band: tick Dose this child anyway (above the programme age) and give a reason, or do not dose.
`60-dose lifetime cap reached. This child cannot receive any further doses.`	The child’s prior doses plus doses recorded here add up to 60. The programme ends there.	Tell the guardian the course is complete. The server refuses a 61st dose, so retrying will not help.
`Accompanying person required: select a guardian or enter Other name and relation.`	You did not say who came with the child.	Pick a guardian from the dropdown, or choose Other and type the person’s full name and relation.
`Dose date cannot be in the future. Pick today or the day the dose was actually given.`	You are recording a dose given earlier and picked a date after today.	Set the date to today or to the real day of dosing. Dates are Nepal time.
`This camp day has several batches. Choose which batch these doses came from.`	On the camp day analytics page you are marking screened children as dosed, and more than one dose batch was assigned to that day. The system will not guess.	Pick the batch in the Batch… dropdown above the table, then click Mark dosed again.
The day’s report shows fewer doses than children seen.	Some children were screened but never marked as dosed. Their session stayed open.	An amber banner on the Prashan page shows the count. Click Review to open the analytics page, check the Screened but not dosed table, and mark a child dosed only if the site confirms the drops were given.
An amber strip says Registered at another camp site.	You accepted the warning and are dosing a child whose home site is elsewhere.	This is allowed. The day’s report counts the child under Dosed here, preferred site elsewhere.

QR scanning

What you see	Likely cause	What to do
Waiting for Scan never finishes and the bar runs out with `QR Scan timed out.`	Nobody submitted the UPC from the card within 5 minutes, or it was submitted under a different staff code. The Prashan page checks every 5 seconds for a scan linked to your code.	On the phone, open Submit QR Data, scan or type the UPC from the child’s card and press submit. On the Prashan page click Start QR Link again to restart the 5-minute wait. Or skip QR and use Manual Search.
The phone says `Unknown staff code. Please check and try again.`	The staff code on the Confirm Scan page was mistyped.	Type the code exactly as an admin gave it to you. Admins can read it under Admin → Office Staff.
Submit QR Data says your staff code is not available in this browser session.	You logged in before staff codes were added to the login data.	Click sign in again, then reopen the page. The code fills in automatically.

Buttons, pages and loading

What you see	Likely cause	What to do
A button is grey and will not click.	A required field is empty or invalid, or a confirmation tick box is unticked. Fields marked with `*` are required.	Look for red text under the fields. Fill every required field. On admin forms, tick the validation box before saving.
The page shows Page not found for a child or camp day that exists.	The record is outside your scope, or it was deleted. The system shows 404 rather than admitting the record exists.	Check the role and assigned sites in your user menu. Ask a GeneralAdmin if you should have access. See Error pages and trace IDs.
Working… stays on screen for a long time.	The server is slow or unreachable, or a request stalled.	Wait 10 seconds, then reload with `F5` or `Cmd+R`. If it keeps happening, log out and back in.
Login says `Cannot reach the backend at …`.	The server is down or your device has no network.	Open any other website to test the connection. If the network is fine, tell the office; the app is fine but the server is not answering.
A red toast says `Session expired or unauthorized`, or you are sent to the login page for no reason.	Your login has run out or the account was disabled. Logins last about a month; the app signs you out when less than two days remain.	Log in again. If you see `Your account has been disabled`, contact an admin.
Nothing happens when I click Delete.	Only SuperAdmin and GeneralAdmin can delete. Other roles do not see the button at all.	Ask a GeneralAdmin.

Registration and verification

What you see	Likely cause	What to do
Guardian already registered.	A child with the same name already exists under a guardian with this phone number.	Do not register again. Find the child by name or phone on Participants and print the card from the profile.
`Guardian phone must be a 10-digit number starting with 9.`	The phone was typed with a country code, spaces or too few digits.	Type ten digits only, for example `9841234567`.
`This child's guardian has no phone number on file. Add one before verifying.`	The guardian record has no phone.	Open the guardian’s profile, click Edit Profile, add a phone, then verify.
A Different camp site box appears when you submit a verification.	The family chose a different camp site when they registered.	Click Yes, proceed to verify here anyway, or Cancel and pick the right site in Verifying at Campsite.
`Names must be typed in English letters (A-Z). Nepali (Devanagari) letters are not accepted in name fields.`	A child or guardian name was typed in Nepali letters.	Retype the name in English letters, for example `Sita Sharma`.
`Prashan is not given before 12 months of age.` when adding a paper dose	The date is within the child’s first 12 months.	Check the date on the paper record. The window shows the earliest date allowed.