My reading of this thread has been rather perfunctory, for the usual reasons. Has it been made clear what she means by "capacity"? It could be that they lacked the resources. It could be that they lacked the authority, permission or status to have the records made available. In either case this should have been predictable when setting up the study.
Perhaps it was an assumption that school records would be made available ( assumption of a lot of things underwrites world view here)
Or perhaps it's the impact of GDPR kicking in between start and end.
Or both?