Date: 202101
Local time of day: 1801-2400
Location: ZZZ.Airport, US
Flight conditions: VMC
Light: Night
Aircraft: Commercial Fixed Wing
Operator: Air Carrier
Operating under: Part 121
Flight plan: IFR
Mission: Passenger
Flight phase: Taxi
Reporter organization: Air Carrier
Reporter function: Pilot Not Flying; Captain
Reporter qualification: Flight Crew Multiengine; Flight Crew Air Transport Pilot (ATP); Flight Crew Instrument
Second reporter function: First Officer; Pilot Flying
Anomaly: ATC Issue All Types; Deviation / Discrepancy - Procedural Published Material / Policy; Deviation / Discrepancy - Procedural Weight And Balance
Detector: Person Flight Crew
When detected: In-flight
Result: General None Reported / Taken
Contributing factors: Environment - Non Weather Related; Procedure; Software and Automation
Primary problem: Procedure

Narrative: After an unplanned diversion to ZZZ; we did not deplane since it was a short wait for our departure to ZZZ1. ZZZ Center closed from XA:00Z-XB:30Z for COVID cleaning. Because we did not deplane no passengers or bags left the aircraft. When completing the manifest we were unsure of how to get the clearance and passenger count without the station uploading via ACARS. I called Dispatch to help with some of the numbers like cargo weight and passenger zones. With Dispatch I could get weight for cargo but not zones; for passengers we were able to get the zones. I told the ground crew that if they could figure out the cargo bag count then we would be good. They tried to look into it but they were unable. So with Dispatch's help we got our manifest and had good numbers. After we left the station uploaded a new passenger count and later discovered the new passenger count from the station was about 300 pounds less than our original manifest.The main cause was the fact that the station couldn't upload an ACARS passenger count because they did not scan passenger tickets; everyone stayed on board. This caused an unusual hurdle where we had to figure out a way to get the numbers. But after we got it from Dispatch the station's last minute help with an ACARS upload caused a mix up with the passenger count and weight discrepancy.I should have printed the manifest before starting the new flight on the FMS. We need a way to maintain the passenger zones and cargo report since we don't have paper reports anymore. The close out report only has the total adults and children but not their zones; and the cargo only has total weight and not which bags go where.


Second narrative: After an unplanned divert to ZZZ we did not offload because it was a short wait for our departure to ZZZ1. The divert was a result of ZZZ Center going ATC Zero causing us to delay our arrival to our original destination. While completing the manifest we contacted the Dispatcher to get the numbers from our previous flight as they had dropped from our FMS. With Dispatch we were able to get the cargo weights and passenger zones. After we left the station uploaded a new passenger count and we discovered the new passenger count from the station was 300 pounds less than our original manifest.The main cause was the fact that the station couldn't upload an ACARS passenger count because they did not scan passenger tickets; and we no longer have paper PINs in the cockpit from the initial count.We should have printed the manifest before starting the new flight on the FMS.


Synopsis: Air carrier flight crew reported that a passenger count and weight and balance error occurred at the diversion airport because the count could not be uploaded through ACARS. The crew stated the flight had to divert due to an ATC Zero Center closure.