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goMeter Troubleshooting steps for Mac users

goLance Support
Updated

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

Before You Start

Before trying the solutions below:

  1. Open the .dmg file
  2. Drag the goMeter icon to your Applications folder
  3. Wait for the message “Copying goMeter to Applications”
  4. Close the window
  5. Go to Finder > Applications and start goMeter from there

If the issue persists, continue with the troubleshooting steps below.

Issue: goMeter Closes Right After You Open It

A macOS user cannot open goMeter, or it closes shortly after launching.

Solution

Make sure you completed the installation correctly:

  1. Open the .dmg file
  2. Drag the goMeter icon to the Applications folder
  3. Wait for the copying process to finish
  4. Open goMeter from Finder > Applications

Issue: Only Screenshots of wallpaper captured or Permission Pop-Ups Keep Appearing

Examples include:

  • goMeter takes screenshots only of the main screen, but not of apps currently running
  • A permission request window appears repeatedly every 10 minutes

Solution

  1. Quit the goMeter completely.

  2. Open macOS Settings → ‘Privacy & Security’ →  ‘Screen & System Audio Recording' (or 'Screen & System’, depending on macOS version).

  3. Turn on the toggle next to goMeter.

  4. If goMeter is not listed here, click the "+" icon to add goMeter.

  5. If the toggle next to goMeter is already on, turn it off and on again.

  6. Open goMeter.

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Issue: Permissions Still Not Working After Reinstalling goMeter

Even after granting permissions:

  • goMeter only captures the main screen
  • Permission pop-ups continue appearing

Solution

This may occur after reinstalling goMeter.

  1. Close goMeter
  2. Open System Preferences
  3. Go to Security & Privacy → Privacy tab
  4. Toggle goMeter off and on again in the following sections:
    • Accessibility
    • Screen Recording (use “+” to add goMeter if needed)
  5. Start goMeter again
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Issue: Seeing “No Activity” Even When You’re Working

The inactivity message appears even when there is activity.

Solution

goMeter recognizes activity only when there are mouse clicks and keystrokes. Mouse movement and call activity are not considered activity, so you may see a “No activity” message if only mouse movement occurs.

If this is not your case, re-grant Accessibility permissions:

  1. Close goMeter
  2. Open System Preferences
  3. Go to Security & Privacy → Privacy tab
  4. Go to Accessibility
  5. If goMeter is not listed, click “+” and add it
  6. Enable goMeter (if already enabled, toggle off and on again)
  7. Start goMeter again

Issue: Some Screenshots Are Missing

Some screenshots are missing.

Solution

goMeter saves screenshots only when there is activity that includes mouse clicks and keystrokes. Mouse movement and call activity are not considered.

Please contact Support and provide time intervals for which screenshots are missing.

Issue: Time & Time Zone Settings

Solution

This problem may happen if the time or time zone does not correspond to your current location.

  1. Open System Preferences → Date & Time

Make sure:

  • The time zone corresponds to your geographical location (including Daylight Saving Time)
  • The time is correct for that time zone

In some cases, the “Set date and time automatically” setting may assign the wrong time zone. If this happens:

  • Disable “Set date and time automatically”
  • Set the time and time zone manually
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Issue: “No Internet Connection” 

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 you are using VPN while working, try disabling it and check if goMeter can start and track successfully
  • Check your internet speed. The upload speed is most important for goMeter. At least 4 Mbps is required
  • Try resetting your connection, restarting your modem / router, and restarting your PC

Try to remember if anything related to your internet changed before the problem occurred (new connection type, new devices, new provider).

Issue: Can’t Select a Contract 

Message:
“You have no active contracts” instead of a dropdown menu. The user cannot select a contract.

Solution

If you are sure that you have active hourly contracts, this may be an internet connection issue.

  • Check your internet connection
  • Restart goMeter

Additional checks:

  • Disable VPN
  • Ensure upload speed is at least 4 Mbps
  • Restart modem / router and your computer

Try to remember if anything related to your internet changed before the issue started.

Issue: Getting an “Unexpected Error” 

Error message:
“Unexpected error has occurred” and tracking does not start.

Solution

There may be several reasons for this error:

  • Check that your internet connection is active and working
  • Make sure your computer has at least 300 MB of free disk space

If everything is correct, delete goMeter cache data:

  1. Close goMeter
  2. Open Finder
  3. Click “Go” in the menu bar → “Go to Folder…” (Cmd + Shift + G)

  4. Enter:

    ~/Library/Application Support/golance-gometer
  5. Click “Go”
  6. Delete everything in the directory
  7. Launch goMeter and log in again
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Issue: Hours Don’t Match Between Contract and Work Diary

Hours shown on the contract page do not match the Work Diary.

Solution

This happens because:

  • Contract page uses London Time (GMT+00:00) UTC
  • Work Diary can use a different time zone

To fix:

  1. Go to Work Diary
  2. Click the time zone at the top (next to the month)
  3. Set it to (GMT+00:00) London Time
  4. Verify the hours match

If they still do not match, contact support.

Issue: Screenshots Show Lock Screen Instead of Desktop (macOS Catalina)

goMeter takes screenshots of the lock screen instead of the home screen.

Solution

  1. Open System Preferences
  2. Go to Security & Privacy
  3. Open Screen Recording
  4. Enable goMeter

Issue: Tracking Stops After Clicking Start

When pressing Start, goMeter stops tracking after a few seconds.

Solution

  1. Close goMeter
  2. Open Finder

  3. Navigate to:

    /Library/Application Support/goMeter-goLance
  4. Remove everything from the directory
  5. Start goMeter again and try tracking

Contact Support

If the issue is not resolved, contact support with:

  • A detailed description of the problem (include screenshots or video if possible)
  • Your macOS version
  • Your goMeter version

To find your app version, click your name in the bottom-left corner of the goMeter app, select “About,” and then click “Go Back” to exit the window.

 

We hope this information was helpful. If you have any questions that have not been answered here, please feel free to contact our support team through the goLance chatbot. 

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