goMeter Troubleshooting - MAC/OSX
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 the goMeter
Open "System Preferences"
Open “Security & Privacy” and go to the “Privacy” tab.
Tick the goMeter in the following permission sections: 'Accessibility', 'Screen Recording' (click ‘+’ and add the goMeter application if it is not here).
Start the goMeter again.
Problem: The macOS user still has a problem with permissions despite the fact that all permissions are granted, for example:
goMeter takes screenshots of the main screen but doesn't take screenshots of the apps, that are currently running
A 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 the goMeter
Open "System Preferences"
Open “Security & Privacy” and go to the “Privacy” tab.
Tick the goMeter off and on again in the following permission sections: 'Accessibility', 'Screen Recording' (click ‘+’ and add goMeter application if it is not here).
Start the goMeter again.
Problem: The message about inactivity appears again and again (despite the fact that there is actually activity):
Answer/ solution:
goMeter recognises an activity that includes mouse clicks and keystrokes, mouse moves and call activity are not considered (so you will see ‘No activity’ message if there is only mouse movements for some time).
If this is not your case, you may need to grant / re-grant Accessibility permissions to goMeter.
Close goMeter
Open "System Preferences"
Open “Security & Privacy” and go to the “Privacy” tab.
Go to ‘Accessibility’ section.
If there is no goMeter application in the list, click ‘+’ and add it.
Tick goMeter on (if the check mark is already here - tick off and on again).
Start goMeter again.
Problem: The user has some random screenshots missing.
Answer/ solution:
The goMeter saves screenshots only if there is activity that includes mouse clicks and keystrokes, mouse moves and call activity are not considered.
Please contact our Support Team and provide us with time intervals for which screenshots are missing.
Problem: The user cannot start the goMeter: 'There is an issue with your Time Zone and Time setting' error message is displayed.
Answer/ solution:
This problem may happen if the time or time zone does not correspond to your current location.
Open "System Preferences" -> "Date & Time"
Make sure that:
The Time Zone corresponds to your current geographical location (taking into account Daylight Saving Time)
You have time that is correct for this Time Zone.
In some cases, pay attention when applying the setting, “Set date and time automatically”, sometimes, your timezone, may be determined incorrectly.
If this does occur you will have to uncheck the setting, “Set date and time automatically” and complete it manually.
Problem: There is a warning message: 'No internet connection. You've been offline since …'
Answer/ solution:
It may be caused by internet connection issues. Check to ensure your internet connection is active and working.
A few things to check if your internet is working:
If you are using VPN while working, try disabling it and check if the goMeter can start and track successfully.
Check your internet speed. The upload speed is most important for the goMeter. At least 4 Mbps is required.
Try reset your connection, restart your modem / router, restart your PC.
Try to remember, if anything related to your internet had changed before the problem occurred? (new connection type, new devices, new provider)
Problem: There is a message 'You have no active contracts' instead of dropdown menu. So the user cannot select their contract and start tracking.
Answer/ solution:
If you are sure that you have active hourly contracts, then this may be an internet connection issue.
Check to ensure your internet connection is active and working and then restart the goMeter.
A few things to check if your internet is working:
If you are using VPN while working, try disabling it and check if the goMeter can start and track successfully.
Check your internet speed. The upload speed is most important for the goMeter. At least 4 Mbps is required.
Try reset your connection, restart your modem / router, restart your PC.
Try to remember, if anything related to your internet had changed before the problem occurred ? (new connection type, new devices, new provider)
Problem: When trying to start the goMeter, an error message 'Unexpected error has occurred' pops up and tracking isn't started.
Answer/ solution:
There may be several reasons for this error:
First of all, сheck to ensure your internet connection is active and working.
Make sure your computer has at least 300mb of free disk space.
If the above has been checked, then try deleting the goMeter cache data:
Close the goMeter
Open the goMeter folder:
- Open the "Finder" window.
- Select "Go" in a Menu Bar, then select ‘Go to Folder…’ (or use the Cmd+Shift+G key shortcut).
- Enter the following path in the dialog window: ~/Library/Application Support/golance-gometer and click 'Go’ (see the images below).
Delete everything from the directory
Launch the goMeter, log in again.
Problem: Hours shown on the contract page do not match the hours shown on the work diary page.
This is because the hours on your contract page are shown in a specific time, London Time (GMT+00:00) UTC , while the time zone on the work diary page can be adjusted to the time zone, you want.
If you would like to fix this issue:
Go to your work diary page
Click on the time zone in the top middle of the page, just left of the month.
Set the time zone to (GMT+00:00) London Time.
The hours for each day should now match correctly.
If the hours still do not match, please start a chat with us so we can resolve the issue.
Problem: goMeter takes screenshots of the lock screen instead of the home screen in macOS Catalina
Please follow these steps to fix the issue:
Open Preferences on your Mac
Go to “Safety and Privacy"
Open “Screen recording” and tick “goMeter”
Problem: When pressing Start, the goMeter stops tracking after a few seconds.
Please follow these steps to fix the issue:
Close goMeter
Open the goMeter in the Finder: /Library/Application Support/goMeter-goLance
Remove everything from the directory
Start the goMeter again, try to start tracking
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 if possible.
What operating system you are using and what version.
Which goMeter version you are currently using
Instructions to identify your 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.
If you would like to see specific information in this article that is not already mentioned, please rate the article below and leave your comment
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 the goMeter
Open "System Preferences"
Open “Security & Privacy” and go to the “Privacy” tab.
Tick the goMeter in the following permission sections: 'Accessibility', 'Screen Recording' (click ‘+’ and add the goMeter application if it is not here).
Start the goMeter again.
Problem: The macOS user still has a problem with permissions despite the fact that all permissions are granted, for example:
goMeter takes screenshots of the main screen but doesn't take screenshots of the apps, that are currently running
A 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 the goMeter
Open "System Preferences"
Open “Security & Privacy” and go to the “Privacy” tab.
Tick the goMeter off and on again in the following permission sections: 'Accessibility', 'Screen Recording' (click ‘+’ and add goMeter application if it is not here).
Start the goMeter again.
Problem: The message about inactivity appears again and again (despite the fact that there is actually activity):
Answer/ solution:
goMeter recognises an activity that includes mouse clicks and keystrokes, mouse moves and call activity are not considered (so you will see ‘No activity’ message if there is only mouse movements for some time).
If this is not your case, you may need to grant / re-grant Accessibility permissions to goMeter.
Close goMeter
Open "System Preferences"
Open “Security & Privacy” and go to the “Privacy” tab.
Go to ‘Accessibility’ section.
If there is no goMeter application in the list, click ‘+’ and add it.
Tick goMeter on (if the check mark is already here - tick off and on again).
Start goMeter again.
Problem: The user has some random screenshots missing.
Answer/ solution:
The goMeter saves screenshots only if there is activity that includes mouse clicks and keystrokes, mouse moves and call activity are not considered.
Please contact our Support Team and provide us with time intervals for which screenshots are missing.
Problem: The user cannot start the goMeter: 'There is an issue with your Time Zone and Time setting' error message is displayed.
Answer/ solution:
This problem may happen if the time or time zone does not correspond to your current location.
Open "System Preferences" -> "Date & Time"
Make sure that:
The Time Zone corresponds to your current geographical location (taking into account Daylight Saving Time)
You have time that is correct for this Time Zone.
In some cases, pay attention when applying the setting, “Set date and time automatically”, sometimes, your timezone, may be determined incorrectly.
If this does occur you will have to uncheck the setting, “Set date and time automatically” and complete it manually.
Problem: There is a warning message: 'No internet connection. You've been offline since …'
Answer/ solution:
It may be caused by internet connection issues. Check to ensure your internet connection is active and working.
A few things to check if your internet is working:
If you are using VPN while working, try disabling it and check if the goMeter can start and track successfully.
Check your internet speed. The upload speed is most important for the goMeter. At least 4 Mbps is required.
Try reset your connection, restart your modem / router, restart your PC.
Try to remember, if anything related to your internet had changed before the problem occurred? (new connection type, new devices, new provider)
Problem: There is a message 'You have no active contracts' instead of dropdown menu. So the user cannot select their contract and start tracking.
Answer/ solution:
If you are sure that you have active hourly contracts, then this may be an internet connection issue.
Check to ensure your internet connection is active and working and then restart the goMeter.
A few things to check if your internet is working:
If you are using VPN while working, try disabling it and check if the goMeter can start and track successfully.
Check your internet speed. The upload speed is most important for the goMeter. At least 4 Mbps is required.
Try reset your connection, restart your modem / router, restart your PC.
Try to remember, if anything related to your internet had changed before the problem occurred ? (new connection type, new devices, new provider)
Problem: When trying to start the goMeter, an error message 'Unexpected error has occurred' pops up and tracking isn't started.
Answer/ solution:
There may be several reasons for this error:
First of all, сheck to ensure your internet connection is active and working.
Make sure your computer has at least 300mb of free disk space.
If the above has been checked, then try deleting the goMeter cache data:
Close the goMeter
Open the goMeter folder:
- Open the "Finder" window.
- Select "Go" in a Menu Bar, then select ‘Go to Folder…’ (or use the Cmd+Shift+G key shortcut).
- Enter the following path in the dialog window: ~/Library/Application Support/golance-gometer and click 'Go’ (see the images below).
Delete everything from the directory
Launch the goMeter, log in again.
Problem: Hours shown on the contract page do not match the hours shown on the work diary page.
This is because the hours on your contract page are shown in a specific time, London Time (GMT+00:00) UTC , while the time zone on the work diary page can be adjusted to the time zone, you want.
If you would like to fix this issue:
Go to your work diary page
Click on the time zone in the top middle of the page, just left of the month.
Set the time zone to (GMT+00:00) London Time.
The hours for each day should now match correctly.
If the hours still do not match, please start a chat with us so we can resolve the issue.
Problem: goMeter takes screenshots of the lock screen instead of the home screen in macOS Catalina
Please follow these steps to fix the issue:
Open Preferences on your Mac
Go to “Safety and Privacy"
Open “Screen recording” and tick “goMeter”
Problem: When pressing Start, the goMeter stops tracking after a few seconds.
Please follow these steps to fix the issue:
Close goMeter
Open the goMeter in the Finder: /Library/Application Support/goMeter-goLance
Remove everything from the directory
Start the goMeter again, try to start tracking
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 if possible.
What operating system you are using and what version.
Which goMeter version you are currently using
Instructions to identify your 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.
If you would like to see specific information in this article that is not already mentioned, please rate the article below and leave your comment
Updated on: 30/03/2023
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