PRODUCT DOCUMENTATION
Tracker connection and installation troubleshooting
Use separate checks for clock status, tracker connection, screenshots, updates and company setup.
Clocked in but tracker offline
Clock state comes from the attendance session; connection status comes from a recent heartbeat. Open the app, verify internet access and confirm the company account. An admin request can only be received by a tracker that can contact the service. A powered-on laptop does not guarantee the app is running.
Cannot find the company
Check the workspace code with your administrator. The first-run screen confirms the company name before saving the setup. Do not change a configured installation to another company as a troubleshooting shortcut. Existing company settings are deliberately preserved during reinstall.
Installer cannot replace files
Finish the current session as appropriate, close the app using its tray menu and retry. Closing the main window can leave the app in the tray. The commercial installer does not force-kill unrelated software or remove another company’s tracker.
Updates or captures stop arriving
Record the displayed app version, error message and approximate time. Ask the administrator to inspect connection and diagnostics. Do not disable antivirus or operating-system protections. If logs are requested, use the supported log-sharing workflow rather than sending unrelated files.
A number looks wrong
Review the date range, company day, display timezone, breaks, coverage and rule classification. Compare a small interval with the employee’s account of the work. Preserve the original issue and use a documented correction if needed; do not edit records simply to make a percentage look better.