Why does StaffCounter stop working on Windows?
1. The monitoring program has stopped and disappeared from the computer.
To check this, open Task Manager and look for the Windows UI Auditing Service process (there should be two instances).
If they are missing, the monitoring program may have been blocked or removed by an antivirus.
Because employee monitoring software tracks user activity, some antivirus programs may flag it as suspicious or malicious.
If an antivirus is installed, ensure that all StaffCounter program files and DLLs in its installation folder are added to the antivirus exclusion list.
2. The program is running but not sending data. (Windows UI Auditing Service process is present)
Open the Logs folder in the StaffCounter installation directory. You should see subfolders for each user on the computer, containing logs and screenshots.
Check whether the program is currently writing data and under which user account it is running.
Sometimes, a user creates a new local account (even with the same name), which the StaffCounter agent treats as a new employee. This triggers a connection to a new virtual device on the server.
If your plan has a limit on virtual devices, and that limit is reached, the agent will not upload data — leaving the original device empty.
To verify:
– Check the registry under the Kma7 folder.
– Look at the smpt_to parameter in the user’s log subfolder. It should contain the correct Device ID.
– Compare this ID with the one shown in your dashboard at data.staffcounter.net. If they differ, the agent has connected to a different virtual device.
If the agent is running and the user hasn’t changed, check the Firewall settings — recent changes might be blocking outgoing connections to https://data.staffcounter.net/upload-v2.
3. Other Possible Causes:
You can generate a technical report:
Right-click the StaffCounter icon in the system tray and select Report Problem.
A folder named StaffCounter will appear on the desktop.
Compress it into a ZIP file and send it to our support team for analysis.
About Program Stability:
While any monitoring software can technically be removed from a computer if someone is determined to do so, we’ve found that the program runs most stably in environments with clear IT policies.
On company-managed devices where no third-party software is installed without business justification, StaffCounter operates reliably.
In practice, the program’s uptime correlates strongly with employee discipline and adherence to company policies.
We recommend maintaining a consistent software environment to ensure uninterrupted monitoring.
