Weekly Timesheet Entry

For over 7 years we've used Weekly timesheet entry for employees to enter time. One employee now gets a an error saying Something's not quite right an unexpected error has occurred. Please check the values entered.If the problem persists contact customer support.  Several calls later working through glance and with tier 2 (I think that's what he referred to them as). I was told 1st, that we need to re-subscribe to QB time. (We never were) and then that others do not have this option and they were not sure how we have it. Therefore we are using the function in a way that it is not intended so they can't fix it. When you look at the QB time plans to compare, the bottom of the page offers me the option to manually enter time with a hyper link saying 'use basic time tracking (included in my current plan).

  How can I get this error to go away so we can get the employees time entered. 

We have each person enter their time through Weekly timesheet entry. It is working for all but this one person. We do not/have not used payroll though QuickBooks. We simply track time which allows us to have the hours information as well as attach their hours to a project or client.

We have done the clear cache, the incognito. We have made sure she was not entered as a vendor or contractor or was a previously deleted employee. None of those were an issue or helped to resolve. 

 Hoping someone has some insight to help.

Thank you,

RH