Most commonly, that means that the adult doesn’t have a parent/guardian relationship assigned for the youth in the AKELA database. It can also mean that the relationship is incorrectly entered somehow (e.g. as both “Parent of SCOUT NAME” and “Child of SCOUT NAME”).
When you say that you’re seeing the parent linked to the second scout in the troop, is that below the scout’s name in Scoutbook+, or is that in classic Scoutbook? If it’s just in classic Scoutbook, it sounds more likely the first issue. In that case, you’ll want to link the parent to the scout in SB+. Another scouter posted a detailed step-by-step here:
https://discussions.scouting.org/t/guide-to-adding-connecting-a-second-parent/506415/4
If you can already see the linked parent in SB+, and assuming the parent’s Member ID matches there, then the latter scenario is more likely. In that case, the parent will likely need assistance from the registrar to fix the connections, since that’s not something unit scouters can fix.
Getting connected to their cub scout is a similar process to that described in the link above, but must be executed by a Key 3/Key 3 Delegate scouter in the pack.
ETA: Sometimes, it can mean that there’s one or more additional Member IDs for the adult, and the “wrong” one is connected. The registrar should be able to see that, too.
