Work through the section that matches your symptom. In every case, your recorded time is safe on your own machine until it syncs, so nothing here risks losing hours.
Hours are not appearing in the browser
- Look at the sync line at the bottom of the tracker. If it says offline, that is your answer. Reconnect and wait.
- Open the sync log with Alt+L and see whether items are failing instead of queuing.
- Check you are looking at the same organization in the browser as the app is signed in to.
- Check the day either side. Days are grouped by the organization timezone, not your computer's.
- If sync is stuck, use Refresh org settings in the app's settings, then restart the app.
If items keep failing, note what the sync log says and send that to your administrator.
Cannot sign in
- Confirm the email and password work in the browser. If they do not, reset your password there.
- Check the server address on the sign-in screen. Unless you were given a specific one, it should be left at its default.
- A message about a timer already running elsewhere is not a sign-in failure. Stop the timer on the other machine first.
- A strict corporate firewall or VPN can block the app. Try off the VPN to confirm, then ask your IT team to allow it.
No screenshots are being captured
- Screenshots may be off for your organization. Check with your administrator before assuming a fault.
- On macOS, the app needs screen recording permission. Grant it in System Settings → Privacy & Security, then restart the app.
- Screenshots are captured on an interval. Nothing appears until the first interval has passed.
- If your organization has hit its storage limit, capturing stops until the plan is upgraded. Your administrator will see a notice.
Activity always shows as zero
On macOS this is usually the missing accessibility permission, without which the app cannot tell whether you are typing. Grant it and restart. Manual entries always show no activity, which is expected.
The project list is empty
You have not been added to a project. Ask an administrator to attach you to one, because a member with no projects cannot start a timer if your organization requires one.
The timer will not start
Your organization may require a project, or a project and a task, before starting. Check that both are selected. If the app has never been online since installation, sign in once with a connection so it can load your projects.
The app says your clock is wrong
Your computer's time differs noticeably from the server's. Turn on automatic time in your operating system's date and time settings. Entries recorded against a wrong clock land on the wrong day and have to be corrected by hand.
Last resorts
Restart the app. Then restart the machine. Then reinstall, but only once the sync line shows everything has been sent, because unsent time lives on that machine and a reinstall removes it.