Various reasons might affect data collection for your DeskTime app:
Main reasons
- The app is not running: To track your actions and time spent on the computer, the DeskTime app has to be turned on. Please see where to find the Desktime icon based on each operating system here.
- If you're a Windows user, the DeskTime app will appear in the lower right corner of the taskbar.
- For Mac users, it should appear in the upper-right corner, or search for the app in your programs list.
- For Linux users, the DeskTime icon appears on the taskbar. It is also worth checking whether the DeskTime app supports your Linux version. You can learn more here.
If you haven't downloaded the app yet, you can do it here.
2. The app is running, but the app icon is offline or restricted.
- The Desktime icon changes its appearance based on various factors. Please see the meaning of each icon here.
3. The app is not launched on system startup: Ensure that the app is set to start with system startup. This can be checked by right-clicking on the app icon → Preferences → check the option Launch on System Startup
Additional reasons
Aside from that, there are a few more exceptions:
- IP Restrictions: If you're a Company Administrator, check whether the account has IP restrictions. No data will be collected if the user is outside the indicated IP network.
- Tracking days: Usually, Company Administrators set weekdays from Monday to Friday as your tracking days. In that case, there will be no data collected for the weekend. Learn more about working and tracking days here.
- Internet connectivity: A bad connection or other connectivity issues might affect your tracked actions.
- IPv6: This internet connection can get prioritized over IPv4. To see if you have IPV6 enabled, check out this page. Disabling IPv6 and only relying on IPv4 could help.
- VPN: It can, in some cases, interfere with the DeskTime app. Disabling it could help.
- Security programs or firewalls: They can interfere with the app. Disabling them could help.
- Changing login credentials: If a user changes their email address or password, they will be logged out of the app until they log back in.
What happens if the internet connection is lost or interrupted?
If you lose your internet connection while using the DeskTime desktop app, don’t worry—your time is still being tracked. DeskTime will automatically switch to offline mode and store your data, excluding screenshots, locally on your computer.
- For Windows & Linux: The DeskTime icon in your system tray will turn red.
- For MacOS, the DeskTime icon will become empty. Find more info here.
Once your connection is restored, the app will automatically sync and upload your tracked data to your account.
To ensure your data is saved, do not restart your computer while you are offline. Restarting before the app has a chance to sync will cause the locally stored data to be lost.
If you need additional help, feel free to contact us.