So you're in IP2, which means your background check has started.
It's basically composed of Criminality (about you having or not commited crimes in your life) and Security (about you being or not a treat to Canada, as in Terrorism, spionage).
Criminality at this stage should be passed (it's fast, using your PCC's).
Security tends to be fast also TO PROCESS. Nowadays they're taking a looong time to start it. Probably because of this non-started point she generalized and told you that your BGCheck is not started.