Troubleshooting
Here you will find solutions to the most common issues in the StaffCounter time tracking system.
If you did not find the answer to your question, please contact our support team.
1. Check whether StaffCounter is running
Windows: Right-click the taskbar → Task Manager → “Processes” tab → find StaffCounter.exe.
macOS: Open Activity Monitor → find StaffCounter in the list.
If the application is missing, it is not running or has been stopped.
2. Check your antivirus settings
Some antivirus programs may mistakenly detect StaffCounter as spyware.
Add StaffCounter.exe (Windows) or Kidlogger.app (macOS) to the exclusion list.
On Android, configure your antivirus to ignore the StaffCounter monitoring agent.
3. The application was stopped by the user
Open the log page of the device and check the latest message.
If you see “Monitoring stopped by user” or “Monitoring paused by the user”, ask the employee to resume monitoring.
If it shows “Stopped/Uninstalled by user”, ask the employee to reinstall StaffCounter in the work profile.
4. Check the Internet connection
StaffCounter requires a stable Internet connection to send logs.
On Android, make sure Wi-Fi is not disabled in sleep mode.
5. The connection test is successful, but no activity appears
If the test is passed, the device icon should turn green.
If not — refresh the page (F5 in Windows).
If the icon remains gray, the manager email may be incorrect. Reconnect the device and enter the correct address.
Order processing takes up to 24 business hours. Please wait for the verification to be completed.
If you entered a different email during payment (for example, your PayPal address differs from your subscription email), please inform us by email or through the contact form.
If your subscription status has not changed, screenshots may disappear due to the device folder being full. The Prices page shows the data quota for each device on the server.
You can view your current device data usage on the Screenshots page.
If your subscription was downgraded to Basic, reports and analytics become unavailable and are physically removed from the database.
In addition, all screenshots stored in the device folder on the server will be deleted within 24 hours.
