Below are solutions to potential issues that can arise with your goMeter installation and use within Mac/OSX:

Problem: A macOS user cannot open goMeter - it is closed soon after the user has launched it.

Answer/ solution:

Make sure you completed goMeter installation according to these instructions:

Open .dmg file
Drag the goMeter's icon to your Applications folder (it is right of the goMeter icon)
Then you will see the message about 'Copying goMeter to Applications'.
After it is finished, close the window, go to Finder > Applications and start goMeter from there.

Problem: The macOS user experiences a problem with permissions, for example:

goMeter takes screenshots only of the main screen but doesn't take screenshots of the apps, that are currently running
a window asking for permission to take a screenshot keeps popping up every 10 minutes

Answer/ solution:

Close goMeter
Open the “Privacy” tab in “Security & Privacy”.
Tick goMeter on in the following permission sections: 'Accessibility', 'Screen Recording' (click ‘+’ and add goMeter application if it is not here).
Start goMeter again.

Problem: The macOS user still has a problem with permissions despite the fact that all permissions are granted, for example:

goMeter makes screenshots only of the main screen but doesn't take screenshots of the apps, that are currently running
window asking permission to take a screenshot keeps popping up every 10 minutes

Answer/ solution:

This may occur after reinstalling the goMeter

Please follow the instruction:

Close goMeter.
Open the “Privacy” tab in “Security & Privacy”.
Tick goMeter off and on again in the following permission sections: 'Accessibility', 'Screen Recording' (click ‘+’ and add goMeter application if it is not here).
Start goMeter again.

Problem: The macOS user cannot run goMeter that has just been installed because of the message: 'goMeter cannot be opened because the developer cannot be verified'



Answer/ solution:

Click cancel instead of moving it to the trash
Open the “Security & Privacy” panel, the “General” tab is updated to reflect that the application was recently prevented from running. Click “Allow Anyway”.
Attempt to run it again. This time a different prompt is shown and you are able to select “Open”. After clicking open, the goMeter should run as you expect.

Problem: When starting goMeter the user sees the modal window with the message ‘Your profile cannot be used because it is from a newer version of NW.js'.

macOS modal example:



Answer/ solution:

Use Cache removal (common troubleshooting) instruction:

Close goMeter
Open the goMeter folder, using the following steps:
- Open Finder window.
- Select ‘Go’ in a Menu Bar → Select ‘Go to Folder…’ (or use the Cmd+Shift+G key shortcut).
- Enter the following path in the dialog window: ~/Library/Application Support/goMeter-goLance and click 'Go’.
Delete everything from the directory
Start goMeter again, try to start tracking

Problem: The user has some random screenshots missing.

Answer/ solution:

goMeter saves screenshots only if there is activity that includes mouse clicks and keystrokes, mouse moves are not considered.

Please contact our Support Team and provide us with time intervals for which screenshots are missed.

Problem: Contract(s) is not listed in the dropdown menu. So the user cannot select their contract and start tracking.

Answer/ solution:

Please click the ’Refresh’ button:



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Problem: The user cannot start goMeter: start button is disabled, no error/warning messages.



Answer/ solution:

This problem may happen if you have time or time zone not corresponding to your location.

Send the following instructions:

For macOS: from Apple menu, open System preferences. Click the Date & Time Icon. Then select the Time Zone tab.

And make sure that:

the Time Zone corresponds to your location
you have time that is correct for this timezone.

If it is not - set it manually, or try to apply automatic settings.

Problem: The user has the warning message at the bottom of the goMeter window: 'Offline since …'



Answer/ solution:

It may be caused by internet connection issues. Check to ensure your internet connection is active and working.

Contact Support:
If you are experiencing issues with the goMeter that could not be resolved with the solutions above, please contact support with the following:

A detailed description of the problem you are facing. Include a screenshot and/or video capture is possible.
What operating system you are using and what version.
Which goMeter version does the user currently use. Instructions to get the version
Click your name in the bottom left corner of the goMeter app.
Click About.
Click Go Back in the bottom left corner to exit the About window.
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