Troubleshooting Employee Time Logger Pro Print

Use this article to diagnose common Employee Time Logger problems. Begin by recording the exact message, affected user, page, action, approximate time, and WordPress timezone.

Start with System Status

1. Sign in with an authorized Administrator account.
2. Go to Time Logger > Tools > System Status.
3. Review every item marked Attention.
4. Confirm Lite, Pro, WordPress, PHP, database versions, tables, timezone, license, and scheduled jobs.
5. Select Download diagnostics when support requests it.
6. Review the file before sending it. It is designed to omit license keys and stored secrets, but it may still describe the site environment.

Pro features are locked

1. Open Plugins > Installed Plugins and confirm Lite 1.4.0 or newer and Pro are active.
2. Go to Time Logger > Settings > License.
3. Leave the field blank and select Check license now.
4. Confirm the Charter Hosting service is Active and the key belongs to Employee Time Logger Pro.
5. Reissue the license after a domain, IP address, directory, or site move.
6. Confirm outbound HTTPS access to my.charterhosting.com.

A menu, tab, or option is missing

1. Confirm one Time Logger main menu appears, with Dashboard, Workforce, Payroll, Settings, and Tools beneath it.
2. Check the Pro license.
3. Go to Settings > Features and enable the relevant master feature.
4. Expand the feature and enable the exact sub-feature.
5. Check related detailed settings on Payroll Rules, Workforce Policies, Notifications, Kiosk, or Data & Privacy.
6. Confirm the current role has permission.
7. Clear browser and site caches, then reload.

If two Time Logger top-level menus appear, verify that only one copy of Lite and one copy of Pro are installed under their correct folders.

An employee cannot clock in

1. Confirm the employee is signed in with the correct individual account.
2. Go to Workforce > Employees and confirm Active status.
3. For an Administrator who is also an employee, confirm Administrator-employee access.
4. Check whether an active shift already exists.
5. If a published schedule is required, confirm the shift is Published and within the early-clock allowance.
6. If a project is required, confirm an Active project is selected.
7. If location is required, allow browser permission and confirm the device is within an approved location.

Break or lunch buttons are missing

1. Enable Lunch and Meal Policies.
2. Enable Break Tracking and Lunch Tracking individually.
3. For kiosk use, also enable separate Kiosk Break Buttons and Lunch Buttons.
4. Confirm the employee is clocked in.
5. End any active time-away event before looking for the other Start button.

Hours or payroll totals look wrong

1. Confirm the WordPress timezone and workweek start.
2. Review work date, start, end, Break Minutes, and Lunch Minutes.
3. Review paid time-away and automatic lunch events.
4. Check duplicate, overlapping, future-dated, active, and long entries.
5. Review weekly, daily, and double-time thresholds.
6. Review approved paid leave and zero-hour employees.
7. Confirm the report range matches the pay-period dates.

A correction request is missing or cannot be applied

• Enable Employee Self-Service and Correction Requests under Feature Controls.
• Enable correction requests under Tools > Data & Privacy.
• Only eligible completed entries appear in the employee selection.
• Select an entry and wait for its current clock-in, clock-out, break, and lunch values to populate.
• If approval cannot apply, reopen the related pay period first.
• Confirm the supervisor has scope over the employee.

A deleted entry cannot be restored

1. Go to Tools > Deleted Entries and confirm the record remains within retention.
2. Find the related pay period.
3. Reopen it if it is in Review, Approved, or Locked status.
4. Restore the entry.
5. Repeat payroll review, export, and finalization as required.

Schedules or attendance are wrong

• Confirm Scheduling and its required sub-features are enabled.
• Confirm the employee is Active.
• Confirm the correct week and WordPress timezone.
• Confirm the shift is Published rather than Draft.
• Review day-specific Start, End, Lunch, and Day Off choices.
• Review the late grace period and early clock-in allowance.
• Check approved time-off conflicts.

Time-off request fails

Emails are not arriving

1. Confirm the relevant master feature and exact sub-feature.
2. Confirm the corresponding detailed rule is enabled.
3. Verify the recipient's WordPress email address and Active status where applicable.
4. Review Notification Monitor Status and Recent Delivery Log.
5. Send a separate test through the site's SMTP or transactional email plugin.
6. Review provider delivery logs, spam, quarantine, and suppression lists.
7. Confirm scheduled tasks run on time.

Automatic periods, reminders, or alerts did not run

1. Open System Status.
2. Confirm the related master and sub-feature controls are enabled.
3. Confirm the detailed setting is enabled.
4. Review Next Run, Last Run, and Last Result.
5. Confirm WordPress cron is not disabled without a replacement server cron.
6. On low-traffic sites, configure a real scheduled job to trigger WordPress cron.
7. Save the related settings again to reschedule, then verify System Status.

The kiosk is not working

• Confirm Shared Kiosk and the exact action sub-features are enabled.
• Confirm kiosk settings are enabled and the page contains [employee_time_logger_kiosk].
• Confirm the employee is Active and has a 4–10 digit PIN.
• Set a new PIN if it is forgotten.
• Wait about ten minutes after repeated failures trigger temporary protection.
• Check schedule, project, and location rules that also apply to the action.

A location-required action is blocked

1. Use HTTPS and a current supported browser.
2. Reset the site's location permission and choose Allow.
3. Confirm the exact clock-in or clock-out location sub-feature is enabled.
4. Confirm saved latitude, longitude, and radius.
5. Test the actual device at the work site in Record and Flag mode.
6. Increase a demonstrably too-small radius according to policy before enabling Require.

A Pro update does not appear

1. Compare installed and advertised versions.
2. Check the saved license and confirm Active status.
3. Use Dashboard > Updates > Check again.
4. Clear object or transient cache if present.
5. Confirm outbound HTTPS and the configured server package filename.
6. Use a current authorized ZIP for a manual replacement update if support directs you.

Plugin conflicts and safe isolation

1. Reproduce the issue on a staging copy.
2. Clear minification, script delay, page cache, object cache, and CDN cache.
3. Temporarily switch to a standard WordPress theme on staging.
4. Temporarily disable unrelated plugins on staging in controlled groups.
5. Do not disable security, payroll, or production-critical systems on the live site merely to experiment.
6. Record exactly which change makes the problem stop.

Information to provide to support

• Installed Lite and Pro versions.
• WordPress and PHP versions.
• Exact error text or a redacted screenshot.
• Page, user role, and action that produced the issue.
• Approximate date and time, including timezone.
• Whether the issue affects one person, one browser, or everyone.
• Recent change, migration, update, cache, or policy adjustment.
• The reviewed, secret-free System Status diagnostics file.

Do not send passwords, employee PINs, full license keys, payroll files, precise employee coordinates, or private employee records unless support provides a secure method and the information is necessary.