The passport control officers were probably upset/suspicious because they couldn't establish when the family entered the country (or schengen zone), and thus co

The passport control officers were probably upset/suspicious because they couldn't establish when the family entered the country (or schengen zone), and thus couldn't confirm that they hadn't overstayed. From the officer's perspective, here's this Canadian with no entry stamp in their passport. One would assume that the usual procedure for expats to renew their passport is to do it through the embassy or consulate in their country of residence.