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65dab6ce
Community Member

Tracker's working but Work Diary not updating...

Hi,

Is anyone else experiencing this? The tracker's working and taking screenshots but work diary is empty, no screenshots, no time logged.

Didn't notice until the client asked me to please update work diary.

 

Bug?

ACCEPTED SOLUTION
g_vasilevski
Retired Team Member
Retired Team Member

Hi Remi,

 

Just to confirm that the app can also track time offline and store it as cache time up to 12 hours. 

If you`re not receiving any errors on your end from the desktop app please send your logs so that our team can investigate it further.

To submit a ticket from the app with your logs:

  1. Click your name at the lower left of the app
  2. Select Support and Feedback
  3. Enter the details of your issue and click Send

Thank you.

~ Goran
Upwork

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14 REPLIES 14
g_vasilevski
Retired Team Member
Retired Team Member

Hi Remi,

 

Just to confirm that the app can also track time offline and store it as cache time up to 12 hours. 

If you`re not receiving any errors on your end from the desktop app please send your logs so that our team can investigate it further.

To submit a ticket from the app with your logs:

  1. Click your name at the lower left of the app
  2. Select Support and Feedback
  3. Enter the details of your issue and click Send

Thank you.

~ Goran
Upwork

Thanks Goran!

Didn't know that.

Hello Upwork Team!

 

I am missing 8 hours of logged work today - checked my Work Diary and it pulls up blank.

I tried sending you a ticket but I keep getting this message "Unable to complete request".

 

Forwarding you details of the issue:

 

LOCAL DATE & TIME OF INCIDENT- 7AM - 3PM PHT

CONTRACT NAME- Manual purchasing specialist | eCommerce retail operations

EVENTS LEADING TO ISSUE- None

 

See attached screenshots.  Thanks!

Hi Melissa,

 

I`m sorry about the inconvenience this had caused you.

I would recommend connecting to another internet connection to see if the app will connect with the website. If your time is not uploaded after this, please submit a ticket directly from the app. 
To do this click on the Settings Cog > Support & Feedback. Thank you.

~ Goran
Upwork

Hello Goran,

 

I've tried connecting to a different internet connection but still encountered the same problem.

Now I am missing 2 days worth of logged hours (16hours).

I also tried submitting a ticket directly from the app but had problems sending the ticket as well.

See attached screenshots.  Thanks.

**Edited for Community Guidelines**

Thank you for the confirmation, Melissa.

 

Our team will reach out to you via ticket as soon as possible and will assist you further.

~ Goran
Upwork

Alright.  Thank you.

I tried to submit the ticket but getting this error while submitting the ticket.

One hour of worked time is not logged in work diary.

 

Hi Aarti,

 

We’ll have one of our agents reach out to you via a support ticket to assist you with this concern. 

 

Thank you for reaching out to us. 

~ Bojan
Upwork

Hi, I have the same problem. Worked for 3 hours and the app was able to track it but the work diary  only recorded 1:40 hours. It also couldn't reconnect to the internet and just said "connection lost" even if there was an internet connection working fine.

Hi Nicole,

 

Could you please go to Settings > Advanced and click on the 'Restart' button? You can check this screenshot for reference. If the hours are not showing on your Work Diary after trying that, you can click on the settings icon in the app, select 'Support and Feedback' and send more information to the team via the form so they can continue assisting you.

 

Thank you.

~ Aleksandar
Upwork

Hi, I tried to restart it but it didn't work. Already sent a message to support. Thank you

Hello!

 

I have the same issue. I tried sending a ticket through the desktop app but it's giving me an error message "There was an error processing your request."

 

I lost 2 hours of work today. Is there any other way to submit a ticket?

 

Thanks.

BojanS
Community Manager
Community Manager

Hi Loreal,

 

We’ll have one of our agents reach out to you via a support ticket to assist you with this issue.

 

Thank you! 

~ Bojan
Upwork
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