> ## 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. # Troubleshooting > Symptoms, in the order they actually occur, and where the answer is. Start from what you can see. Each row says the most likely cause first. ## Somebody is not reporting | Symptom | Most likely cause | | -------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | A new starter never appears at all | **Single Sign-On** is not ticked on their account. Everything else can be perfect and the backend still will not return it. See [Add a new starter](/guides/add-a-new-starter). | | They appear on Versions as **Never seen** | The client has never signed in. Ask for a screenshot of the sign-on dialog. See [First login and SSO](/first-login). | | They signed in but there is no activity | Not enough time has passed, or their working schedule is wrong, or tracking is off on the account. | | Everything stopped for one person on one day | Machine off, on leave, or the client was removed. Check last seen on **Versions**. | | A whole group stopped at once | Almost never a coincidence. Check the allow-list. See [Domains and URLs](/it/domains-and-urls). | Allow 20 minutes before treating anything as missing. The client uploads a session after about a minute of use and refreshes it every couple of minutes, and the dashboard hides rows younger than 15 minutes. ## The numbers look wrong | Symptom | Explanation | | ------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Active time is lower than hours worked | Focused time is not attendance. Reading, thinking and phone calls away from the keyboard are not focused time. See [How tracking works](/concepts/how-tracking-works). | | A team on the phone all day shows no meeting time | Meeting detection covers Microsoft Teams and Skype only. A softphone counts as ordinary focused time. | | Averages look too high or too low | They are per **active** user. Check the Active users count against your headcount first. | | A lot of time is unattributed | A work tool is probably missing from the corporate list, so it is being recorded anonymously. See [Targets](/admin/targets). | | Two admins see different daily figures | Different personal timezones. See [Impersonation and the access log](/admin/impersonation-and-access-log). | | A team name appears twice in one report | The group was renamed part way through the period. See [Groups and hierarchy](/concepts/groups-and-hierarchy). | ## Access and accounts | Symptom | Cause | | ----------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------- | | A supervisor sees no users at all | More than one group on their account. The filter requires **all** of them. Assign the common parent. See [Roles and permissions](/admin/roles). | | A supervisor is missing a team | Group assignment. Use simulate to see their exact view. | | "Account already exists" but you cannot find the user | The account exists without an organisation, so it is invisible to organisation-scoped admins. Ask us. | | An account cannot sign in to the dashboard | Standard users cannot. They need a second account. See [Supervisors who need two accounts](/admin/supervisors-with-two-accounts). | ## On the machine | Symptom | Cause | | ----------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------- | | "Single Sign-On Failed" | The account does not match, or SSO is not enabled on it. The dialog names the exact username being sent. | | "No license assigned" | The account is fine. The organisation has no licence key. Only we can fix it. | | "This account is not associated with an Organization" | The account has no organisation set. | | The client will not update | The download is blocked, or nothing has been published to your channel. See [Chase old versions](/guides/chase-old-versions). | | The client comes back after being closed | Correct behaviour. It is designed to restart itself. See [Code signing and tamper resistance](/it/code-signing). | | The client cannot be uninstalled | Uninstall protection. See [Uninstall](/uninstall). | ## Blocking | Symptom | Cause | | ----------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | | A plan was created and nothing is blocked | The plan is not **Active**, or it is not assigned to a group, or **Enable Plans** is off on the accounts. All three are required. See [Plans](/admin/plans). | ## When to come to us Most of the above is fixable from the dashboard. These are not: * An organisation with no licence key * Accounts saved without an organisation * Anything that needs a change to your update channel * Security questionnaire answers, and anything about retention Contact [support@reclaimtime.com](mailto:support@reclaimtime.com). For a client problem, a screenshot of the sign-on dialog answers most of what we would otherwise ask. *** *Checked against ReclaimTime client 8.0.0.9 and dashboard V3 on 5 September 2026.*