Households Missing from Member Tools

There are a few members' households in my ward that are missing from everyone's Member Tools app (Android and iOS). I am the ward clerk and I can see members that have set their visibility to "Private" (and I can see several records that have been set to private in my ward), so I can confirm that this is not the cause of the issue. The members of the problem accounts have active callings, and they are visible in LCR and LCRFFE. Again, this is an issue where everyone in the unit cannot see them, but I've also tried resyncing my app (just in case). No change. Does anyone have any ideas?

I am having the same issue in my ward as well..

A couple of thoughts? Are these out-of-unit members by chance?

Something else you can try is log out and log back in. That seems to fix a number of issues. I think a "sync" only does an "update" while the login/logout does a full download.

russellhltn wrote: Sat Mar 25, 2023 7:40 pm Something else you can try is log out and log back in. That seems to fix a number of issues. I think a "sync" only does an "update" while the login/logout does a full download.

There is also a refresh data option under settings that it does a full download. I'm on the Android version.

No, none of these are out-of-unit members; one of them is even the prior bishop's household that's not showing up. Yes, I've tried signing out then back in. I have gone as far as reinstalling the app completely, and I've even installed it fresh on another device that's never had Member Tools on it before. Same issue.

I am also having this same issue in my ward/stake records - complete household missing in tools. I've deleted the app and downloaded it again and they are still missing.

The first post in this thread says it has been confirmed that at least that ward's hidden households do _not_ have privacy set in a way that would account for those households not being visible. It might be good to have some additional witnesses that other wards are seeing something not explainable by privacy settings. Is there any possibility that there's a bug somewhere in the software chain that is erroneously behaving as if the households have restrictive privacy settings?

I've confirmed that the members themselves cannot see their own household in Member Tools either. This does not sound like a privacy issue at all.

I would send feedback via the app. That's the best way to reach the developers.

rmrichesjr wrote: Sat Mar 25, 2023 9:54 pm The first post in this thread says it has been confirmed that at least that ward's hidden households do _not_ have privacy set in a way that would account for those households not being visible. It might be good to have some additional witnesses that other wards are seeing something not explainable by privacy settings. Is there any possibility that there's a bug somewhere in the software chain that is erroneously behaving as if the households have restrictive privacy settings?

This is occurring in my ward as well. It is affecting families with and without privacy settings enabled. I can see myself in the ward directory on the website, but not in Member Tools. I still have access to features and reports related to my calling, but am not showing up when I look or when other members of the ward look.

We have the same issue. And some families that disappeared a couple of weeks ago have reappeared - but now others are missing.

We have the same issue. And some families that disappeared a couple of weeks ago have reappeared - but now others are missing.

A couple of ideas. First, is this only happening for yourself in Member Tools, or do other members in your ward also see this behavior? Second, have you tried logging out of Member Tools and then back in? This has usually resolved the issue when I've seen this behavior on my phone, but from what I gather it's not a 100% solution for everyone.

BrianEdwards wrote: Sun Mar 26, 2023 4:41 pm A couple of ideas. First, is this only happening for yourself in Member Tools, or do other members in your ward also see this behavior? Second, have you tried logging out of Member Tools and then back in? This has usually resolved the issue when I've seen this behavior on my phone, but from what I gather it's not a 100% solution for everyone.

In my case, others in the ward see this behavior. Another member who was taking attendance brought it to my attention today. I thought it might be related to privacy settings, but I noticed that I can't even see my household in the app.
I checked with two members of the bishopric (one of which is also affected by the issue) and neither of them could see these households in the directory view on the app.
Something interesting to note is that when looking at the organizations on iOS, members from the missing households show as "Private - Leadership Only", but on Android devices, the callings are just missing.

I wonder of there is some service disruption going on with the church that is just related to Member Tools. My wife mentioned to me yesterday that a member of the stake presidency is not showing (his whole family is not showing) on Tools. I checked and they weren't showing for me either. We speculated that they may have moved out of the stake (they are not in our ward so I cannot see the members-moved-moved out list for their ward). But this morning I went to the online directory and map and they are showing there.

I was able to fix mine. Had to uninstall tools and reinstall it and now everybody shows up.

Performing a full data refresh (from the settings menu) fixed it for me. Easier than uninstalling and reinstalling so I would recommend others try that first.

davesudweeks wrote: Sun Mar 26, 2023 11:08 pm Performing a full data refresh (from the settings menu) fixed it for me. Easier than uninstalling and reinstalling so I would recommend others try that first.

Our RS president's family has been missing in Tools for at least a couple of weeks, but not missing in the online directory. I can confirm that the doing the Refresh Data in the Member Tools app settings on my Android phone has corrected the problem for me.

After noticing the problem, on several occasions prior to today, I had performed manual updates using the Update option in the app menu. I do have Automatic update turned on. But the problem did not get resolved.

We had several go missing this weekend, I uninstalled and reinstalled and they were back.

My household is missing in Member Tools as well. Our adult son, different household, still shows. Our callings are in tact. Just can’t see ourselves. Have updated, deleted app, logged in and out and in. Still not here on Member Tools. Glad to know someone didn’t withdraw our memberships for us or something.

Actually deleting the app and logging back in did the trick for me. I can see our household again.

The same thing happened to myself and 2 other people in our ward. Couldn't see ourselves on the app, but we were showing on the Church's website. Uninstalling and reinstalling worked.

I'm having an executive sevretary who has this issue on his Android device. I can see the indivudal(s) that he can't see just fine. I am going to have him refresh data to see if that helps. If not I will have him uninstall and re-install.

Uninstalling is not necessary. Most data issues can be corrected by signing out and then back in. The difference between sign out/in and refreshing data is that sign out/in reloads all data rather than just refreshing changed data.

This happened to me and my family. If you go the Stake directory and search for the family they come up. You just can’t see them in the ward directory.

I noticed my household had disappeared from the app, including any ability to function in the app in our callings (viewing reports, updating ministering interviews, updating attendance). Others in our ward also couldn't see us. Our Bishop looked, didn't see that we had been moved out of the ward but also couldn't see us. After seeing this forum I tried a full Refresh Data in the Settings menu and now we're back. Concerning will be if everyone in the ward needs to Refresh Data in order to see us again. The entire time I could see us and had access to all calling related data when logged into LCR in a browser on both phone and PC

bez7 wrote: Mon Mar 11, 2024 2:01 pm Concerning will be if everyone in the ward needs to Refresh Data in order to see us again.

Unless evidence shows otherwise, I'd assume it would. It seems unlikely that you doing a refresh would somehow fix things on other member's devices.

I would report the issue via the app so the developers can look to see what went wrong with the sync.