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Problems with Recorded Time

If you notice some discrepancies between the hours you have tracked and the hours recorded on the Time Doctor website, some additional information will be needed to narrow down the possible cause.

Whenever you see any time discrepancies, the first thing to do is to check your Timeline Report. Basically, this type of report gives you a detailed breakdown of your activity for the day, both billable and not billable. Click here to learn more about the Timeline Report.

One common cause of time not uploading properly is a poor internet connection. If you have a slow or intermittent connection, Time Doctor might have some trouble uploading your hours or you may encounter other offline server issues. This usually resolves itself on its own. As soon as you have a stable internet connection, Time Doctor will then be able to upload your time properly. Please see this article for more information about how to solve offline server problems.

Other potential culprits are unaccounted for breaks or if Time Doctor put you on a break which you did not notice. This usually happens to people who have tasks that need to be completed away from the computer. When you leave the computer and Time Doctor registers no more keyboard strokes and/or mouse movements, it will display a popup notification with a 15-second countdown timer asking if you are working or not. If you do not catch the timer in time, Time Doctor will automatically put you on break. Depending on the manual time settings set by your administrator, you may or may not have the ability to add that idle time as manually added time spent working away from the computer. Click here to learn more about popups.

If, after checking both of these things, you are still convinced that you are having problems with your recorded time, please submit a ticket for support, making sure to provide the following information:

  • The version of the Time Doctor software that you are using
    (This can be found at the top of the app next to the company time. Click here to see where you can find that information.)
  • The operating system that you are running
  • A screenshot of your Timeline Report with the time(s) where you see a discrepancy highlighted, if possible.
  • Your local cache file

Specific instructions for finding your cache file depend on your operating system:

Finding Your Local Cache Files - Mac OS and OS X (All Versions)

Finding Your Local Cache Files - Windows (All Versions)

Finding Your Local Cache Files - Ubuntu (All Versions)

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

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