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Troubleshooting & FAQ

What to do when a device needs attention, the timer won’t start, screenshots are missing, a timesheet can’t be changed, or someone can’t sign in.

Most problems have a short list of causes. Find the symptom below, check the causes in order, and follow the fix. Error codes in brackets are what the app or API reports, so you can search this page for them.

A device shows Needs attention#

Needs attention on WorkspaceDevices means the agent is checking in but reported a capture error or a denied permission since its last check-in.

Cause	What it means
Screenshots failed	The screen was locked, a full-screen app blocked capture, or the display changed. Usually clears by itself at the next successful capture.
Offline buffer full	The computer was offline long enough to fill the buffer, so the oldest screenshots were dropped. Reconnect and choose Sync now; time entries are never dropped.
Permission denied	The Permissions column shows which one. Ask the person to reopen the agent; on Windows, check that security software isn’t blocking screen capture.

A device shows Offline when it hasn’t checked in for 3 minutes — usually it’s off or asleep. Captured data waits on the device and uploads when it’s back.

The timer won’t start#

Message	What it means
A timer is already running on … (timer_already_running)	Only one timer can run per person. The agent shows which device has it and offers Move tracking here, which stops that timer and starts one here.
Some details are required before starting (timer_requirements_not_met)	The policy requires a project, task or note. Pick them, then start.
Your tracking policy is automatic — there’s no timer to start (timer_not_available)	Automatic policies capture without a timer. Switch the person to a Hybrid or Manual policy if they need one.
That project is archived (project_archived)	Choose an active project, or restore the project from Projects & tasks.

Screenshots are missing#

The policy doesn’t take them. Check the person’s Effective policy tab: screenshots may be off, or the policy may use the score-only capture profile, or the workspace profile (HIPAA-safe, GLBA-safe) may not allow them.
Outside the capture window, or during private time or a break. Nothing is captured then, by design.
They were idle. Screenshots pause while nobody is using the computer, unless the policy says otherwise.
Near-duplicates are skipped. If the screen hasn’t changed since the last screenshot, the new one isn’t stored.
They were removed. If the policy lets people delete their own screenshots, you’ll see Removed by employee instead of the image.
They haven’t uploaded yet. An offline device uploads when it reconnects; a very full buffer drops the oldest screenshots first.
Retention deleted them. Images older than the workspace or policy media retention are removed, with a signed receipt in Governance.

Blurred screenshots are expected when the policy’s Blur setting is on — the blur is applied on the device.

A timesheet can’t be submitted or changed#

Message	What it means
A submitted / approved timesheet can’t be submitted (invalid_transition)	It was already submitted. Wait for the approver, or ask them to reject it so you can change it.
That period is locked (timesheet_locked)	Locked periods can’t change at all. An admin must unlock the timesheet, giving a reason that is audit-logged.
This overlaps time that’s already logged (overlaps_existing_entry)	A manual or offline entry can’t overlap your timer, manual or offline time. Adjust the times.
Entries can’t end in the future	Manual and offline entries must end now or earlier.
Your tracking policy doesn’t allow adding or editing your own time (edit_not_allowed)	Your policy’s Editing own time rule is set to no edits. Ask your manager to make the change.

Note

Changing time in an approved (not locked) timesheet is allowed, but the sheet goes back to Submitted and needs approving again.

Lost phone or authenticator app#

Sign in with one of the recovery codes you saved when you set up two-step verification. If you don’t have one, ask an admin to choose Reset two-step verification… on your row in WorkspaceMembers; you’ll set it up again at your next sign-in. Only the owner can reset another owner.

The invite link doesn’t work#

Invite links work once and expire after 7 days. Ask an admin or your manager to choose Resend invite on your row in Members — the new link replaces the old one.

Forgot password#

Choose Forgot password? on the sign-in page. The reset link lasts one hour and works once. You still need your two-step code afterwards if it’s on.

API errors#

401 means the key is missing, wrong or revoked; 403 insufficient_scope means it lacks the scope named in details.required_scope; 429 means wait for Retry-After seconds. See the Public API overview.