Member record shows in Tools but not in browser

[kajutisg]

I am a Branch Clerk.

Our Branch wants to clean up its records, removing records from folks who have records but never got baptized & don't intend on getting baptized (age > 18).

I typically use my iPad or iPhone browser (Safari) to access the church web site & use LCR in there. But when I go searching our records in there for some of the folks they say need to be removed, they don't appear. BUT if I pull up the records in the iOS Tools app, some of them ARE there? I tried Settings, Refresh Data in the Tools app, to make sure the data is current (saw post elsewhere about how Sync only pulls changes) & no difference.

I have tried using my Windows PC (Win10) with Edge & same thing: appears in Tools but not in Edge browser.

This is frustrating for the other folks in Branch Council who want to clean up our records, and ME! It's gotten that I simply don't trust Tools.

[BrianEdwards]

This is frustrating for the other folks in Branch Council who want to clean up our records, and ME! It's gotten that I simply don't trust Tools.

I couldn't quite tell which source is what you'd consider "authoritative and correct", and what method you use to determine who needs to be removed. Just trying to make sure it's clear before offering any thoughts.

How are you determining records that need removing? What method, and via what platform? Specifics will be helpful.

Other clarifications can follow, but it would be helpful to make sure I'm not wrongly assuming something first.

[russellhltn]

There's only two things I can think of that might cause this.

First, a non-member spouse can show up in the directory. They're already a non-member with no record. But if you want them to remove them from the directory, then you'll have to contact to suppress that. However, I'd check with the member spouse to see what they want. Without their spouse, they'll appear in the directory as if they're single.

Second, in Tools, people are grouped by the "household name". They're legal last name could be different, making them a bit difficult to find. I'd go into Tools and drill down to the individual and see what their name is.

Beyond that, I think you'll have to contact support to figure out what's going on.