Troubleshooting
Here you can find solutions to common issues with the StaffCounter time-tracking system.
If your problem isn’t listed, feel free to contact our support team.
1. Check if StaffCounter is running
– Windows: Right-click the taskbar → Task Manager → “Processes” tab → look for StaffCounter.exe.
– macOS: Open Activity Monitor → find StaffCounter in the list.
If the application is missing, it was either not launched or has stopped.
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2. Check antivirus software
Some antivirus programs may detect StaffCounter as spyware.
– Add StaffCounter.exe (Windows) or Kidlogger.app (macOS) to the AV exceptions list.
– On Android, configure the antivirus to ignore the StaffCounter Monitoring Agent.
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3. Application stopped by the user
Please check the last message on the logs page of the desired device.
– If the last message contains “Monitoring stopped by user” or “Monitoring paused by the user,” ask the employee to resume monitoring.
– If the last message contains “Stopped/Uninstalled by user,” ask the employee to reinstall StaffCounter on their work account.
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4. Verify Internet connection
StaffCounter requires a stable Internet connection to send logs.
On Android, ensure that Wi-Fi is not turned off in sleep mode.
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5. Test connection works, but no activity in Dashboard
– If the test is successful, your device icon should turn green.
– If not, reload the page (F5 on Windows).
– If the icon is still gray, the manager’s email was entered incorrectly. Reconnect with the correct email.
