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Troubleshooting Black Screenshots

Sometimes users will report seeing screenshots like these for your own tracked time:

black_screenshots.png

(Please note that if you're seeing black screenshots from one of the users you manage, then it is that user who will need to follow these steps.)

If you are using Time Doctor within a Virtual Machine, it will not capture screenshots outside of that environment. Nor will it capture mouse movements or keystrokes.

1.) Update your Time Doctor desktop software to the latest version. You can download the latest version from our website.

2.) Try disabling your antivirus software. Sometimes antivirus software can prevent screenshots from being captured. If the screenshots start working again when your antivirus software is disabled, then you'll need to re-enable the antivirus software and adjust the settings in your anti-virus software to allow the screenshots. Please contact your antivirus software provider for support with this issue.

3.) Delete your Time Doctor cache from your computer. To delete the cache you'll first need to sign out of the Time Doctor application and shut it down. Then follow the steps in these articles to delete your cache (you don't need to send us your cache folder as explained in the articles - you just need to find it and delete it from your computer):

4.) Another program could be preventing Time Doctor from taking screenshots on the computer - Please try disabling all other programs, run Time Doctor and see if you are getting correct screenshots. Note that it will take several minutes for screenshots to upload to the server so if you are not seeing the screenshots you might need to wait a few minutes for them to upload. If disabling all your other programs works, then you will need to add them back one at a time, and see which program could be causing the problem.

5.) Try disabling hardware acceleration on Windows 7 - Watch this video to disable hardware acceleration.

6.) Try disabling the Aero theme of Windows Vista or Windows 7 - Here is an article on how to do this.

7.) Older operating systems - If you're using an old operating system, the screenshots may not work. We do not provide support for the Windows XP since Microsoft has stopped supporting it.

8.) Disable Webroot - If you are using Webroot, you may have troubles with screenshots. You can try disabling certain portions of webroot, but if that fails, completely uninstall webroot from your system. Then check to see if the problem is resolved.

If you've tried the options above and you're still seeing black screenshots, then please send an email to support@timedoctor.com (or respond to an existing support ticket) and be sure to include the following information:

  • The email address that you use for your Time Doctor account
  • The version of the Time Doctor Desktop software that you're using.
  • Your operating system and OS version
  • A screenshot of your account's screenshot page where you're seeing the black screenshots
  • Your Time Doctor cache folder (follow the instructions in the articles above to find and send it to us). Don't worry if you already deleted your cache as part of your troubleshooting - the cache will have been automatically be recreated when you restarted Time Doctor

For questions, comments or feedback regarding this topic, please send an email to support@timedoctor.com.