Children not showing up in Member Tools

[LanceBrown]

I have a single mother in my ward that cannot see all of her children in the "Household" tab in the LDS Tools app (she can see 1 of the 3) and has been having this issue for the better part of a year. I've done some poking around and some members of the ward can see them and others cannot (I confirmed that they were recently synced), and I cannot find a pattern of why (i.e. iOS vs. Android).

When I open her records in LCR on a desktop, I can see her children in the Household so I believe it is an LDS Tools issue. Has anyone been had this issue before and been able to rectify it? TIA!

[russellhltn]

I'd suggest the affected users try "Refresh Data" found under "Settings" in member tools.

Regular sync seems to miss things.

[LanceBrown]

Thanks for the suggestion. I just tried that, but it was unsuccessful.

I did learn that one of the children is unbaptized (14 y/o), could that be a possible culprit?

[russellhltn]

I wouldn't think so. I'd make sure there is a record in ward. Some clerks see the "children" section of the parent's record and assumes the child has a record. If the child was never blessed, it's possible a record was never created.

Can anyone else in the ward see the children in Member Tools? (Members outside of the ward probably can't see any minors of another ward.)

[LanceBrown]

Yes, other members of the ward can see all of her children in LDS tools, but others cannot. I cannot find a pattern of who can vs who can't.

[LanceBrown]

Oh, and I confirmed on the desktop that the children in question have a membership record number.

[russellhltn]

One of the patterns to look for is to see who is in a "leadership" calling and who is not. Generally, if they're part of the ward council, they're leadership. That may extend to their councilors and secretaries as well. It's possible that leadership can see unbaptized members over the age of 9 while the general membership cannot.