Time tracker issues

[#1]

Hi,  yesterday I was online with the time tracker turned on, for a current contract.  The time tracker only recorded 1.30 hours, when I was on the tracker for 4 hours working. 
The tracker took screen shots every 10 minutes, only for 1.30 hours.  This is frustrating because it was on for 4 hours.  
What am I doing wrong?

[#2]

Thank you for patiently waiting as we looked into this further, Natalie. 

A Customer Support Team member has reached out to you through an email support ticket to assist you further with your concern. Kindly refer to the same ticket thread for more information or if you have questions regarding your Desktop App.