Sometimes a client shows up twice in search, and one of the two opens with no data at all: no name details, no history, nothing to review. This is a broken duplicate, not the client's real record.
Search for the client again and open each match. One should show the person's full record: contact details, visits, notes, and other history. The other opens blank.
Confirm you have the real record open by checking that its history looks complete before you touch anything.
Delete the blank duplicate. Open it, use its Actions menu, and choose Delete. See Deleting a Record for the confirmation steps. Deleting is a soft delete, so this can be undone if it turns out to be the wrong record.
Don't use Merge for a blank duplicate. Merge is for combining two records that each hold real history. A blank duplicate has nothing to combine, so delete it instead.
Contact support and give them:
The client's name and any identifying details you have, like phone number, email, or date of birth.
The record number or URL of the duplicate that opens blank.
This lets support look at what's happening with that specific record instead of starting from scratch.
