Troubleshooting

Each entry gives the symptom, its cause and the fix. Messages in italics are what the plugin shows on screen, so you can search this page for the exact wording. Entries marked as Pro only apply when the Pro plugin is active.

Setup and pages

The logbook pages are missing, or nothing appears after activation

Cause. The plugin creates Log a Treatment and My Logbook pages when it’s activated (Pro adds Reflective Journal, My Usage and Trainer Workspace). A page you deleted afterwards isn’t recreated. Your site may also not meet the requirements.

Fix.

1. Confirm the plugin is active under Plugins → Installed Plugins. Your site needs WordPress 6.7 or later and PHP 8.1 or later. See Requirements and installation.
2. Open Clinical Training Logbook → Plugin Settings → Site Setup → Pages and check that each page is assigned.
3. If a page has been deleted, create a new page with the shortcode and assign it there. See Front-end pages.

The page shows the shortcode text, such as [dclb_journal], instead of the logbook

Cause. The plugin that owns the shortcode isn’t active, or the shortcode name is wrong. [dclb_journal], [dclb_usage] and [dclb_trainer_workspace] need Pro. Shortcode names from older versions are no longer recognised.

Fix. Activate the plugin (Pro needs the free plugin active too) and use a name from the Shortcode reference.

“Treatment logging is unavailable until an administrator adds at least one study level.”

Cause. The program catalogue has no levels yet.

Fix. Add a level under Logbook Configuration → Levels, then add a clinic type for it. The Program setup checklist on that screen walks you through the order. See Program catalogue.

The clinic type list is empty after choosing a level

Cause. No clinic type applies to that level.

Fix. Edit a clinic type under Logbook Configuration → Clinic Types and select the level under Applies To Levels.

Settings changes didn’t stick

Cause. Each tab, and each section within some tabs, has its own save button, and that button only saves its own form. Leaving a tab without saving loses your changes.

Fix. Select the save button for the section you edited, such as Save Site Setup or Save Evidence Defaults, and wait for the confirmation, for example “Site Setup saved.” On the Pro Notifications & Review tab the plugin warns you before saving one section would throw away unsaved changes in another.

Students and logging

A student can’t save an entry

Cause. A required field is missing, or the clinic type’s evidence rules aren’t met. The message tells you which:

Message	Fix
“Please select a level and clinic type before submitting.”	Choose both in Clinic Context.
“Please enter the client age.”	Enter a number in Client age.
“Please select sex assigned at birth.”	Choose an option in the sex field.
“Treatment notes upload is required before saving.”	This clinic type requires notes and uses Hard enforcement. Upload a file.
“Reflection is required before saving.” / “Reflection must be at least N words.”	Write or lengthen the reflection. The minimum is set per clinic type.

Fix. Complete the field named. To change what a clinic type requires, edit it under Logbook Configuration → Clinic Minimums & Evidence. See Logging treatments.

“Your session has expired. Please refresh the page and log in again.”

Cause. The student’s login session ended while the form was open.

Fix. Refresh the page and log in again. If offline draft autosave is on, the browser keeps a draft for up to 24 hours and offers it again when the student returns to the form. (Logging out on purpose deletes the draft.) Without autosave, anything not yet saved is lost. Autosave is off by default. Switch it on under Site Setup → Offline draft autosave if your students use their own devices.

“Too many submissions in a short time. Please wait a moment and try again.”

Cause. The account saved more than 60 entries within five minutes. This limit guards against runaway or scripted submissions.

Fix. Wait a few minutes and save again.

An evidence upload is rejected

Cause and fix by message:

Message	Cause	Fix
“File type is not accepted. Allowed: …”	The file type isn’t ticked under Evidence Defaults → Accepted types.	Convert the file, or tick its type.
“File content does not match its extension.”	The file is renamed or damaged, for example a Word file renamed to .pdf.	Re-export the file in the right format.
“File is empty or exceeds the permitted size.”	The file is empty or too large. In the free plugin, the limit is 25 MB or your server’s PHP upload limit, whichever is lower.	Reduce the file size, or raise upload_max_filesize and post_max_size with your host.
“Private storage is not available on this installation.” / “Could not move the uploaded file into private storage.”	The server can’t write to the private evidence folder.	Ask your host to make the folder writable, or set DCLB_EVIDENCE_PRIVATE_DIR in wp-config.php to a writable, non-public path. See Evidence storage and privacy.

🔒 Pro feature — requires the Pro plugin.

With Bunny storage, “Uploaded file size (X MB) exceeds the maximum allowed (N MB).” means the file is larger than Cloud Storage → Bunny Storage → Max upload size (MB), which defaults to 50. Uploads pass through your server, so the server’s PHP limit applies as well. The settings screen warns you when the plugin’s value is higher than the server’s limit.

An edit link opens a blank form with “That entry could not be loaded — it may have been removed, or it may belong to someone else.”

Cause. The ?entry_id= in the link points to an entry that no longer exists, or that belongs to a different account. Students can only open their own entries.

Fix. Log in with the account that created the entry, or open the entry from that student’s own My Logbook page.

An evidence download shows “Invalid request.”, “File not found.” or “File not available.”

Cause.

• “Invalid request.” Download links are signed for the person who opened the page, and the signature expires. A link copied to someone else, or one opened long after the page loaded, fails.
• “File not found.” The file is missing, or the viewer isn’t allowed to see it. For privacy, both cases show the same message.
• “File not available.” The file is in Bunny or Google Drive, but Pro isn’t active to fetch it.

Fix. Reload the page and select the file again. Check that the viewer owns the entry, is an administrator, or (Pro) is a trainer for that student’s cohort. Reactivate Pro if evidence is in cloud storage.

Students land on their WordPress profile after logging in

Cause. WordPress sends users without editing rights to their profile screen by default. The plugin’s redirect is off until you turn it on.

Fix. Turn on Site Setup → Roles → Student login destination and assign an Overview page. It applies to users with an eligible student role. Administrators are never redirected, and logins that asked for a specific page keep that page. See Student login destination.

A student doesn’t appear in admin lists or pickers

Cause. Their role isn’t ticked under Site Setup → Roles → Eligible student roles.

Fix. Tick the role and select Save Site Setup. In the free plugin, an unticked role doesn’t stop a student logging entries. It only hides them from these lists.

The voice dictation button is missing or shows an error

Cause. The browser doesn’t support speech recognition, microphone access is blocked, or the browser’s speech service can’t be reached. On screen you might see “Microphone permission denied.”, “Microphone not available.” or “Network error. Check connection.”

Fix. Use a browser that supports dictation, allow microphone access for your site, and check your connection. Dictation is optional, and students can always type the reflection.

A security notice says “private evidence storage is publicly accessible”

Cause. The plugin regularly checks whether a test file in its private evidence folder can be downloaded from the web. On some servers, especially Nginx, the folder’s protection files are ignored.

Fix. Follow the notice. It shows Nginx configuration to add, or names the folder your host must block from web access. You can also set DCLB_EVIDENCE_PRIVATE_DIR in wp-config.php to a folder outside the public web root. See Evidence storage and privacy.

Allocations and trainers (Pro)

🔒 Pro feature — requires the Pro plugin.

A student sees Awaiting logbook allocation, or “Your program administrator must assign this logbook before you can submit entries.”

Cause. At least one active allocation exists on the site, so allocation gating is on, and this student has no active allocation for the level.

Fix. Under Student Allocations, give the student an active allocation for that level. A student only appears there if their role is an eligible student role. See Student allocations.

“This logbook is currently locked by your administrator. New entries cannot be submitted.”

Cause. The student’s allocation for that level is locked, either by hand or by Automatic locking once the level was complete.

Fix. Unlock the allocation on Student Allocations if the student needs to keep logging.

An administrator sees You have no logbook allocation on the student screens

Cause. Allocation gating applies to every account, administrators included.

Fix. Select Open Student Allocations and give your own account an allocation, or test with a student account.

“You do not have access to trainer views.”

Cause. The user doesn’t meet any of the trainer rules.

Fix. Give them the Clinical Trainer role, or name them on a cohort’s Trainers list. See Who counts as a trainer.

“You need to be assigned to a cohort to view trainer dashboards.”

Cause. The user is a trainer, or an administrator, but isn’t named on any cohort.

Fix. Add them under Logbook Configuration → Cohorts → Edit → Trainers.

A trainer can’t see a particular student

Cause. The student has no current or upcoming active allocation in one of that trainer’s cohorts. A student allocated without a cohort is invisible to all trainers. The same goes for a student whose allocation has expired or been archived.

Fix. Move the student’s allocation into the trainer’s cohort, or add the trainer to the student’s cohort. See Students without a cohort.

Evidence review controls are missing: “Evidence review tracks are not enabled for this site.”

Cause. Both review tracks are off. That’s the default.

Fix. Turn on Enable privacy review and/or Enable notes completeness review under Plugin Settings → Notifications & Review, then select Save Review Settings. See Evidence review.

Reflection feedback controls are missing, or “Reflection feedback is disabled.”

Cause. Enable reflection feedback is off. That’s the default.

Fix. Turn it on under Plugin Settings → Reflection Settings. See Reflections, journal and feedback.

Cloud storage (Pro)

🔒 Pro feature — requires the Pro plugin.

A Bunny evidence download fails with “Storage download failed (HTTP N).”

Cause. Evidence downloads go through your site, which fetches the file from Bunny storage. Bunny refused the request. This usually means the storage zone, region or API key is wrong, or the file has been removed from the zone.

Fix. Check Cloud Storage → Bunny Storage (or your DCLB_BUNNY_* constants), confirm the region matches the zone, and confirm the file still exists in the zone.

A Google Drive upload, download or test fails

Cause. The service account or the folder isn’t set up correctly. Typical messages are “Google Drive is not fully configured. Save a service account JSON and a folder ID first.”, “Google Drive upload failed (HTTP N).” and “File not found in Google Drive (HTTP 404).”

Fix.

• Paste the full service account JSON. The plugin only saves a key that contains private_key and client_email.
• Enable the Google Drive API in Google Cloud Console.
• Use a folder on a Shared Drive. Service accounts can’t upload to a personal “My Drive”.
• Add the service account’s email address to the Shared Drive with at least Content manager access. For permanent deletion during privacy erasure, give it Manager instead. The test result tells you if it can only move files to the trash.
• Select Test Connection. Success reads “Google Drive connection successful. Service account authenticated.”

See Cloud storage.

Reminder emails (Pro)

🔒 Pro feature — requires the Pro plugin.

Reminder emails aren’t being sent

Cause. One of the following:

• Enable reminders is off. That’s the default.
• WP-Cron isn’t running.
• The student has no current active allocation. Digests only go to allocated students.
• The student has opted out.
• The student has nothing outstanding.
• This week’s digest has already gone out. It’s sent at most once per week.

Fix. Turn on Enable reminders under Notifications & Review. Make sure WP-Cron runs: some hosts disable it, and a server cron job that calls wp-cron.php fixes that. Then check the student’s allocation, and their row under Per-Student Reminder Opt-Out. If emails are sent but never arrive, check your site’s email delivery with an SMTP plugin. See Reminder emails.

A reminder lists an entry the student says is complete

Cause. The digest only chases evidence the clinic type requires. It lists an entry when required notes haven’t been uploaded, or a required reflection is empty or shorter than the clinic type’s minimum word count. Encouraged-but-optional evidence is never chased. The overview uses the same rules, so the email and the overview always agree.

Fix. Check the clinic type’s requirements under Logbook Configuration → Clinic Minimums & Evidence. A short reflection that’s still listed is below the configured Reflection minimum words.

Licensing (Pro)

🔒 Pro feature — requires the Pro plugin.

“That licence key could not be activated.”

Cause. The key is wrong, or all of its activations are in use on other sites.

Fix. Check the key. If it’s in use on another site, select Deactivate on that site’s Licensing tab first. Without an active licence, Pro keeps working and only automatic updates stop. See Licensing and updates.

Getting support

• Free plugin: the plugin’s WordPress.org support forum.
• Pro: email support for licence holders.
• Contact the plugin author: https://digital.dantianhealth.com.au/

When you ask for help, include your WordPress and PHP versions, whether Pro is active, and the exact message you see.