Program Planner DOCS & HELP
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Troubleshooting Guide

Support5 Min.Updated: October 2, 2026

Systematic diagnostic procedures and quick resolutions for technical operational challenges.

The 4-Stage Diagnostic Workflow

  1. 1
    Check Dashboard Data Health

    Open Events → Dashboard in WordPress. The system scans all sessions for missing dates, invalid room assignments, and scheduling conflicts.

  2. 2
    Verify Script Exclusions

    Ensure caching tools do not defer or minify ec-live.js, ecrm-monitor.js, or ecrm-hub.js.

  3. 3
    Browser Developer Tools (F12)

    Press F12 and check the Console tab for blocking JavaScript errors triggered by third-party plugins or themes.

  4. 4
    WordPress Site Health Audit

    Navigate to Tools → Site Health to ensure the REST API is accessible and loopback requests succeed.

Dashboard Traffic Light System

The dashboard categorizes issues into two clear alert levels:

  • Red Alerts (Critical): Must be resolved before event day. Includes missing dates, missing start times, malformed formats, or unattached sessions. Tickers and monitors ignore these until fixed.
  • Yellow Warnings (Quality): Non-breaking visual warnings: missing featured images, empty excerpt summaries, or missing speakers.

Common Symptoms & Immediate Fixes

Symptom Likely Cause Immediate Fix
Updates appear with delay Long polling interval Under "Live-Ticker & Monitor" settings, adjust refresh interval to 10–15 minutes for event day.
Display times do not match clock WordPress timezone mismatch Under Settings → General, set timezone to local city (e.g. "Berlin", "London") instead of manual UTC offsets.
REST API returns 403 / 401 Security plugin blocking API In security plugins (Wordfence, iThemes, Cloudflare), whitelist /wp-json/convention-schedule-planner/public/v1/*.