goMeter Troubleshooting!

If you are having problems with the goMeter, please start by uninstalling it, and installing the newest version here.

If you are still experiencing problems after re-installing, please try the tips for the problems below:

Below are solutions to potential issues that can arise with your goMeter installation.


Missing Screenshots

Missing screenshots in your work diary like the following examples?





Answer/ Solution:

The goMeter will only save screenshots if there is activity, that includes mouse clicks and keystrokes, moving the mouse or being on a call is not recorded or registered as activity.

If you think we should investigate certain screenshots when you are sure there was activity, please gather the time intervals for when they are missing and provide a description of what the activity was during that time. Eg, were you on a call, answering emails, or in a meeting? You can contact us via chat.


Problem: The user cannot start 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 zone does not correspond to your location.

Follow these instructions:
For Windows 10: go to Start  > Settings  > Time & language > Date & time.
For Windows 7 or Vista: click the clock in your Taskbar once, and then click 'Change date and time settings...'

Make sure that:
The time zone corresponds to your location (taking into account Daylight Saving Time)
Your device reflects your current time zone.

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




Problem: The user has the warning message at the top of the goMeter window: '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 further if the problem persists:
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 probably this is internet connection issue.
Check to ensure your internet connection is active and working and then restart the goMeter.

A few things to check further if the problem persists:
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 try to start tracking, an error message 'Unexpected error has occurred' occurs 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 everything is fine with the previous points, then try deleting goMeter cache data:

Close the goMeter
Open the goMeter folder, using the following steps:
- Open File Explorer
- Enter the following path %APPDATA%/golance-gometer in Address Bar
- Press Enter (goMeter directory will be opened).
- Delete everything from the directory
Delete everything from the directory
Launch 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: When pressing Start, the goMeter stops tracking after a few seconds.

Please follow these steps to fix the issue:

Close the goMeter
Open the goMeter in the File Explorer: %LOCALAPPDATA%/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 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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Updated on: 30/03/2023