goMeter Troubleshooting steps for Windows users

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

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

Issue: Screenshots Not Showing in Your Work Diary   

Screenshots are missing in your Work Diary.

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 the goMeter does not detect activity after several minutes the goMeter will pause and not track time. 

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. For example, were you on a call, answering emails, or in a meeting? You can contact us the goLance chatbot. 

Issue: Time Zone and Time Settings 

The user cannot start goMeter. The following error message is displayed:
“There is an issue with your Time Zone and Time setting.”

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.

Issue: “No Internet Connection” 

The user has the warning message at the top of the goMeter window:
“No internet connection. You've been offline since …”

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 resetting your connection, restarting your modem / router, and restarting your PC

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

Issue: Can’t Select a Contract 

There is a message “You have no active contracts” instead of a dropdown menu. The user cannot select their contract and start tracking.

Solution

If you are sure that you have active hourly contracts, then this is probably an 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 resetting your connection, restarting your modem / router, and restarting your PC

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

Issue: “Unexpected Error” 

When trying to start tracking, an error message appears:
“Unexpected error has occurred” and tracking does not start.

Solution

There may be several reasons for this error.

First of all, check to ensure your internet connection is active and working.

Make sure your computer has at least 300 MB of free disk space.

If everything is fine with the previous points, then try deleting goMeter cache data:

1. Close the goMeter
2. Open the goMeter folder using the following steps:
   • Open File Explorer
   • Enter the following path in the address bar: %APPDATA%/golance-gometer
   • Press Enter (goMeter directory will be opened)
   • Delete everything from the directory
3. Delete everything from the directory
4. Launch goMeter and log in again

Issue: Hours Do Not Match Between Contract and Work Diary

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

Solution

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:

1. Go to your Work Diary page
2. Click on the time zone in the top middle of the page, just left of the month
3. Set the time zone to (GMT+00:00) London Time
4. The hours for each day should now match correctly
5. If the hours still do not match, please start a chat with us so we can resolve the issue

Issue: Tracking Stops Right After You Click Start

Issue

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

Solution

Please follow these steps to fix the issue:

1. Close the goMeter
2. Open the goMeter folder in File Explorer:
   %LOCALAPPDATA%/goMeter-goLance
3. Remove everything from the directory
4. Start the goMeter again and 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

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.