Strange Pop-up Message

[rodneylbrock]

Brethren...

I have a new husband-wife who's records came into our unit with their old address showing (not the one in our unit). I spoke with the family and received their new address and attempted to change the record to match the current address. After clicking on "save" I get a message in red that says "Household is secured" and occasionally I will also see "Individual record is secured". I contacted SLC MLS and opened a case and so far no information is available. Neither of the members working in MLS have been able to see anything wrong with the record (there is no warning that the address is private in Tools, the record is not an "Out-of-Unit" record. Both have active Temple Recs.

I am at a loss as how to help this family and correct their address. I can also add that both members working the phones for MLS tried to change the record for me and received the same error messages.

Anyone see this before?

Thanks! Rod

[garystroble]

Brethren...

I have a new husband-wife who's records came into our unit with their old address showing (not the one in our unit). I spoke with the family and received their new address and attempted to change the record to match the current address. After clicking on "save" I get a message in red that says "Household is secured" and occasionally I will also see "Individual record is secured". I contacted SLC MLS and opened a case and so far no information is available. Neither of the members working in MLS have been able to see anything wrong with the record (there is no warning that the address is private in Tools, the record is not an "Out-of-Unit" record. Both have active Temple Recs.

I am at a loss as how to help this family and correct their address. I can also add that both members working the phones for MLS tried to change the record for me and received the same error messages.

Anyone see this before?

Thanks! Rod

MLS has not been used in the United States for some time now. Where in LCR are you seeing the pop-ups? Have you actually spoken to the Global Service Center on this address and pop-up issue? It sounds as if perhaps their address was marked by HQ that it cannot be changed by a unit for some reason.

[russellhltn]

This certainly sounds like a strange situation.

General Handbook 33.6.15 describes a "Move restriction", but that's intended to prevent records from being moved from the ward. Not lock their address.

As a long shot, the next time you call support, ask to speak to confidential records. I'd expect them to be able to see more information and it might shed some light on what's going on.

If no one can figure it out, ask them to write up a bug report to send to the developers.

[rodneylbrock]

Further information:

I received notification from SLC on my case saying all was well...However the problem still exists. I have tried 3 different browsers and all give the same result: 1) Individual Record is secured, and 2) Household is secured. I have tried Firefox, Chrome (my standard for making any changes), and Safari. After clicking on the expanded address popup to save my changes it DOES NOT save the changes and instead gives me the error message.

Other than trying the "Confidential Records" department anyone have any additional ideas? I rarely use Firefox but did in this case as it was a "sterile" browser having never connected to the church before and thus no potential cache related problems.

[russellhltn]

Other than trying the "Confidential Records" department anyone have any additional ideas?

Tell them all is not well and you want this sent to the developers.

[rodneylbrock]

Well now, seems we have an answer. According to a sister answering the phones for member and leader services says she has seen this error message before. It is most likely because this member was a General Authority Seventy. It used to be that confidential records department could make the address change, however, that is not the case currently. Supposedly CR has found a person with the right to make this change.

I will keep you all posted as I check later to see if anything has been done.

[rodneylbrock]

SOLUTION

In one of my call-backs to SLC I was answered by a Sister who said she had seen my dilemma/pop-up messages before. It turns out this was associated with the Brother being an Emeritus General Authority Seventy. So, as I stated previously, there are only a few select folks that can make the address change for the individual and the immediate family (I'm not even sure they can make the change themselves as this brother currently has dementia).

If you have these messages come up while editing a member record, you will now know how to solve it! I am glad I am stubborn and kept trying to find an answer!

Have a great rest of the week!

[russellhltn]

Thanks for reporting back. Now we know why no one here has seen that message before.

[rodneylbrock]

I forgot a crucial step in the above process...it involved the current Bishop responding to an email from SLC verifying the Emeritus member in question was indeed living in the ward. In this case the Bishop was the son-in-law the the General Authority Emeritus and all turned out as previously stated!