Troubleshooting

Solutions to common issues and problems.

Time Tracking

Timer not starting

Symptoms:

  • -Click start but timer shows 0:00
  • -Button appears stuck

Solutions:

  1. Check that you have selected a project
  2. Ensure you are not in private mode
  3. Try refreshing the page or restarting the app
  4. Clear browser cache if using web app

Time entries not saving

Symptoms:

  • -Entries disappear after creation
  • -Error when saving

Solutions:

  1. Check your internet connection
  2. Verify you have not exceeded your plan limits
  3. Try saving with a smaller description
  4. Check for any validation errors on the form

Incorrect time zone

Symptoms:

  • -Times appear offset
  • -Dates show wrong day

Solutions:

  1. Go to Settings → General and verify timezone
  2. Check your system timezone matches ClockEye
  3. Log out and back in after changing timezone

Desktop App

App not capturing screenshots

Symptoms:

  • -No screenshots in dashboard
  • -Capture notification missing

Solutions:

  1. macOS: Grant Screen Recording permission in System Preferences
  2. Windows: Run as administrator once
  3. Check that screenshot capture is enabled in settings
  4. Verify you are tracking time (screenshots only capture during active sessions)

High CPU or memory usage

Symptoms:

  • -Computer slowing down
  • -Fan running constantly

Solutions:

  1. Reduce screenshot frequency in settings
  2. Lower screenshot quality
  3. Update to the latest app version
  4. Restart the application

App not starting on system boot

Symptoms:

  • -Have to manually start app each time

Solutions:

  1. Enable "Start on login" in app preferences
  2. Add to startup items manually if needed
  3. Check that app is not blocked by security software

Sync Issues

Data not syncing between devices

Symptoms:

  • -Different data on web vs desktop
  • -Entries missing

Solutions:

  1. Check internet connection on both devices
  2. Force sync by clicking the sync button
  3. Log out and back in on the affected device
  4. Wait a few minutes - sync may be delayed

Offline data lost

Symptoms:

  • -Entries tracked offline not appearing

Solutions:

  1. Keep the app open until data syncs
  2. Check the "Pending Sync" indicator
  3. Do not log out while offline entries exist
  4. Contact support if data does not appear after 24 hours

Account & Billing

Cannot log in

Symptoms:

  • -Invalid credentials error
  • -Account locked

Solutions:

  1. Reset password using "Forgot Password"
  2. Check for caps lock
  3. Clear browser cookies and try again
  4. Contact support if account is locked

Billing issues

Symptoms:

  • -Payment failed
  • -Subscription not active

Solutions:

  1. Update payment method in Settings → Billing
  2. Check that card has not expired
  3. Verify sufficient funds/credit limit
  4. Contact your bank if payment is being blocked

Integrations

Integration not connecting

Symptoms:

  • -Authorization fails
  • -Connection drops

Solutions:

  1. Disconnect and reconnect the integration
  2. Check that you have admin access to the connected service
  3. Verify your plan supports integrations
  4. Try from a different browser

Data not syncing with integrated tool

Symptoms:

  • -Time not appearing in Jira/Asana/etc.

Solutions:

  1. Check field mappings in integration settings
  2. Verify the project is mapped correctly
  3. Re-authorize the integration
  4. Check for sync errors in the integration logs

General Tips

Keep Software Updated

Always use the latest version of the desktop app and ensure your browser is up to date for the web app.

Check System Requirements

Ensure your system meets the minimum requirements: Windows 10+, macOS 10.15+, or Ubuntu 20.04+.

Review Permissions

Many issues are caused by missing permissions. Review app permissions in your system settings.

Still Need Help?

If you could not find a solution here, our support team is ready to help.

Contact SupportFAQ