> ## Documentation Index
> Fetch the complete documentation index at: https://docs.reclaimtime.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Chase machines on old versions

> Work out whether it is a fleet problem or a machine problem, then use the Versions page to fix the ones that are really stuck.

## First, decide which problem you have

Open **Versions** and look at the shape of the list, not the individual rows.

| What you see                             | What it is                                                                                                 | What to do                                                                            |
| ---------------------------------------- | ---------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------- |
| Almost everyone on one old version       | A **channel** problem. Nothing newer has been published to your update channel.                            | Nothing on this page will help. Talk to us about publishing. See [Updates](/updates). |
| Most people current, a scattering behind | A **machine** problem. Carry on below.                                                                     |                                                                                       |
| A number of **Never seen**               | Not a version problem at all. Those clients have never signed in. See [First login and SSO](/first-login). |                                                                                       |

<Warning>Chasing individuals when the channel has not been published to wastes everyone's time, and the machines cannot comply even if they want to. Check the shape first.</Warning>

## Set the thresholds honestly

The statuses come from two numbers in [Settings](/admin/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**.

Set Latest higher than your machines can reach and everyone reads Outdated forever, which trains people to ignore the page.

## 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The list is already sorted with the most urgent first: Critical, then Outdated, then Never seen.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:

| Last seen           | Likely cause                                                                      |
| ------------------- | --------------------------------------------------------------------------------- |
| Recent              | The client is running and simply has not updated. Worth chasing.                  |
| Weeks or months ago | Machine off, replaced, or the person has left. Chasing them will achieve nothing. |
| Never               | Never installed, or never signed in.                                              |

## 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](/admin/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](/it/domains-and-urls), 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.*