Progress Check errors: not updating, wrong units, or stuck on an old check

If a member's Progress Check isn't updating, a new one isn't appearing on the trainer tablet, or the numbers are showing in the wrong measurement system, this article covers the patterns seen in support tickets and what to do about each one.

Symptoms

You may see one or more of the following:

• A member's Progress Check appears "stuck" on a prior completed check (e.g., their Day 1 check, completed in the past) and won't advance or unlock a new one.
• Progress Check logs in the Client App display measurements in metric (kg/cm) instead of US/imperial units, even though the member's phone/device is set to US units.
• New Progress Checks aren't populating on the Trainer App tablet at the start of the month, raising questions about how often a new Progress Check is supposed to generate for a client.

Note: This subcategory had a small number of closed tickets, and several were logged with no descriptive body text (bot-created placeholders or forwarded emails whose content — likely a screenshot — wasn't captured in the ticket text). Those are not usable as evidence and aren't reflected below; the symptoms above reflect only tickets that included a description. See Publishing Notes for the full source list.

Cause

Progress Check issues reported so far fall into three separate patterns, and the ticket data does not include documented resolution notes for any of them — only the reported symptom and, in one case, the fix the support agent asked to have performed. Treat the causes below as not confirmed unless noted otherwise.

• Stuck/locked check: One ticket describes a member whose Day 1 check was already completed in the past, with the account needing to be resynced or the Progress Check folder unlocked to move forward. This points to an account-level sync or lock state rather than something visible or fixable from the app UI.
• Wrong units (metric vs. imperial): One ticket confirms the member's device was already checked and set to US units, yet the Progress Check log still displayed metric. This rules out device locale as the cause in that case, but the actual cause (member profile setting, club-level default, or an app display bug) was not identified in the ticket.
• Update timing/frequency: One ticket asks directly whether a new Progress Check generates 30 days after the last one, or on the 1st of each calendar month, because trainers were seeing new checks fail to populate at the start of the month. No answer is recorded in the ticket data — this is an open question, not a confirmed bug.

Solution

There is no self-service fix evidenced for any of these in the ticket data. Every case required contacting Enhance Support.

Option 1: Progress Check stuck on a past completed check

If a member's Progress Check won't advance because an older check (e.g., Day 1) still shows as completed, contact Enhance Support and ask them to resync the member's account or unlock the Progress Check folder. This was the specific action requested in the one ticket showing this pattern — treat it as the reported fix, not a confirmed engineering-verified root cause.

• Have the member's name and barcode/member ID ready.
• Note which check is stuck (e.g., "Day 1") and roughly when it was originally completed.

Option 2: Progress Check showing metric units instead of US/imperial

If Progress Check logs are displaying kg/cm instead of lbs/inches:

• Confirm the member's device is set to US units first (this was already checked and ruled out in the one reported case, so don't assume it will resolve the issue — but it's a fast check).
• If units are still wrong, contact Enhance Support with the member's name and barcode/member ID. The root cause (member profile setting vs. club default vs. app bug) has not been confirmed — see Publishing Notes.

Option 3: New Progress Check not appearing on the Trainer App at the start of the month

If trainers report that a client's new Progress Check hasn't populated on the tablet:

• Note the client's last completed Progress Check date.
• Contact Enhance Support to confirm the client's current Progress Check status and, if needed, request the next check be triggered.
• The exact refresh cadence (rolling 30 days from the last check vs. reset on the 1st of the month) is not confirmed in current documentation — don't state a specific cadence to customers until this is verified. See Publishing Notes.

Prevention

• When a member's account is migrated, merged, or their membership is changed, flag to Enhance Support that Progress Check history should be reviewed — the one confirmed "stuck" case involved a check completed in the past, which is consistent with an account-level sync gap rather than normal day-to-day use.
• No other preventive step is evidenced in the current data.

Still Having Issues?

If you've checked the member's device unit settings (for the metric/imperial symptom) and the issue persists, contact Enhance Support with:

• Member name and barcode/member ID
• Club/location
• Which app you're seeing the issue in (Client App or Trainer App)
• Which Progress Check is affected and its date, if known
• For unit issues: confirmation of the device's unit settings
• For timing issues: the date of the client's last completed Progress Check

Related Articles

• (No existing Progress Check how-to article confirmed in this KB — see Publishing Notes.)