Troubleshoot desktop, Chrome, Office, and mobile capture

Check the basics

1. Confirm the affected app is signed in.
2. Confirm the selected or active company.
3. Verify tracking or the timer is running and not paused.
4. Check network access and the app's service or connection status.
5. Allow the normal synchronization interval—about six minutes for desktop and Chrome automatic batches—or use the supported sync-now control.

Desktop

Check Service Status, Last heartbeat, tracked applications, browser-capture setting, today's activity, and sync history. For meetings, confirm the supported platform and recording policy.

Chrome

Confirm automatic or manual mode, company selection, and that the page is an eligible website rather than a chrome:// or extension page. Idle or locked-computer time pauses automatic capture. Preserve any repeated-failure banner.

Office add-ins

Keep the document open, verify sign-in, and select company, client, and project in order. If the desktop companion is relaying activity, check its service status. Review the web entry list before resubmitting.

Mobile

Verify the active company, operating-system permissions, connectivity, and TimeSentry phone-number assignment for call/SMS features. Protect any running timer before signing out.

Use heartbeat evidence

If client health monitoring is enabled, compare the last heartbeat and item count with the affected time. No heartbeat suggests connectivity or service trouble; a heartbeat without expected items suggests capture configuration or eligibility.

Related articles: Configure capture-client heartbeat retention and payload storage.