First, decide which problem you have
Open Versions and look at the shape of the list, not the individual rows.Set the thresholds honestly
The statuses come from two numbers in Settings.- Latest Version should be the version you have actually published to your channel, not the newest that exists anywhere.
- Minimum Version is the oldest you are prepared to tolerate. Below it is Critical.
Work the list
The list is already sorted with the most urgent first: Critical, then Outdated, then Never seen. Click a status card to filter to it. For each person, check the Last Seen date before doing anything:Send the email
Each row has a mail button. It opens a draft in your own mail client, pre-filled from the template matching that person’s status, with their name, current version and your download link already substituted. Review it and send. Nothing is sent by ReclaimTime, and there is no record in the dashboard of what went out, so track the sending yourself if you need to follow up. The three templates and their placeholders are in Settings. Write them once, in your own tone. They arrive from your mailbox, so they should read like a message from a colleague.When an update genuinely will not apply
If a machine is running, signing in, and still not updating, the usual cause is that the download is blocked. The client fetches its installer from our download host, and if endpoint protection or a proxy blocks that, the machine stays on its version silently, with no error anyone sees. Check Domains and URLs to allow-list, and note that a group of machines stuck at the same time is nearly always a network policy rather than a coincidence.Get the list out
Download CSV exports the list as displayed. Sorting that by last seen is also the quickest way to produce a list of genuinely active users, which is a question the dashboard has no other page for.Checked against ReclaimTime client 8.0.0.9 and dashboard V3 on 5 September 2026.