Oct 7, 2019 08:33:28 AM by Andrew B
Since the last Upwork app update, maybe a week or so ago, the Upwork app is only capturing blank blue screens, or a blank blue macOS desktop, menu bar, and the upwork app window itself -- but nothing else.
The Upwork app prompted me to enable it for "Screen Recording" in system settings, which I did, but it still doesn't work.
Obviously the clients dislike this.
I've rebooted, uninstalled and reinstalled Upwork, and tried on both my Catalina MBP and my Mojave iMac and the result is the same.
Anyone else seeing this?
Any ideas for how to fix?
Thanks!
Andrew
Solved! Go to Solution.
Oct 16, 2019 10:10:44 AM Edited Oct 16, 2019 10:11:29 AM by Valeria K
Hi Brylle and others,
I'd like to follow up here to clarify the issues that you and others have reported on this thread as well as fixes and workarounds we've been able to provide.
Please, refer to Vladimir's post from earlier for more detailed instructions and screenshots:
Vladimir G. wrote:
1. Close the Desktop App
2. Run tccutil reset All com.upwork.Upwork in terminal to reset any granted permissions.
2.1. If "Upwork" STILL is present in the Screen Recording section of Settings & Privacy, then please use tccutil reset All.
3. Install the Upwork Desktop app version from this link.
4. Test functionality by taking a screenshot with the App (unless customized should be prompted by Ctrl+Alt+S or Ctrl+Alt+A, check the Keyboard Shortcuts in Settings to confirm this option is turned on) and authorize Upwork App when seeing this pop-up.
This is how the pop-up and your Security settings should look like after following the steps above:
1. Select "Open System Preferences".
2. Tick the box next to "Upwork".
3. Select "Quit Now"
4. Confirm "Upwork" is on the list as shown below.
Oct 13, 2019 06:57:26 AM by Mary Erika M
Hi, I have tried and followed this solution but it didn't work for me. Any alternatives?
Best,
Erika
Oct 13, 2019 08:05:55 AM by Aleksandar D
Hi Mary,
Thanks for reaching out to us. One of our team members will reach out to you directly via a support ticket to assist you further.
Thank you.
Oct 13, 2019 09:31:37 AM by Vladimir G
Hi Mary,
In addition to having our team reach out to you, I sent you a pm with more information that might help resolve the issue. Feel free to follow up and share an update by responding to it, I'll make sure to check and assist you further. Thanks!
Oct 13, 2019 09:35:28 AM by Timofey B
Hi!
Last instructions with build 800 didn't help.
What can I do more to solve it?
Timofey
Oct 13, 2019 11:02:31 AM Edited Oct 13, 2019 11:03:35 AM by Alexey P
4. Test functionality by taking a screenshot with the App (unless customized should be prompted by Ctrl+Alt+S or Ctrl+Alt+A
Upwork tracker for Mac doesn't have these hotkeys/ screenshot action defined
Instructions with tccutil didn't worked. Nothing changed. I still have same problem
Oct 13, 2019 01:26:41 PM by Joanne P
Hi Timofey, Denis, and Alexey,
I've shared your concern with our team and one of our team members will reach out to you directly via support ticket to provide further assistance. Thank you.
Oct 13, 2019 03:15:39 PM by Nobin A
I did a full reset of permission
tccutil reset All
it worked / this will reset all your app permission n you have to open them again & allow when prompt for permission. All other methods did not work - Upwork app somehow gets automatically ticked after install/reinstall/terminal command.
Dec 9, 2019 01:29:17 PM by Angel Z
Hi,
I am encountering the same problem too. Could somebody get in touch with me to troubleshoot it? I can't seem to get it work even with the troubleshooting suggested here. Thanks.
Dec 9, 2019 01:50:48 PM by Bojan S
Hi Angel,
We'll have one of our agents reach out to you via a support ticket to assist you with troubleshooting.
Thank you for reaching out to us.
Oct 13, 2019 11:42:27 PM by Yana B
I took all these steps, the settings were reset, but the problem remained. What's next?
Oct 14, 2019 12:20:14 AM by Goran V
Hi Yana,
One of our team members will reach out to you via ticket as soon as possible and assist you further. Thank you.
Oct 14, 2019 10:20:00 AM by Lindsey M
I'm having this issue as well. I just put in a ticket for it. It's screenshotting my desktop, but only the time tracker is showing. I need to keep working on this project (I have a deadline) and tracking my time, so I hope that the hourly guarantee will still apply even though nothing is showing up.
Oct 14, 2019 11:48:42 AM by Bojan S
Hi Lindsey,
I apologize for the inconvenience this caused to you. This is a known issue and our engineers are looking into it. Our team will reach out to you regarding this issue directly via your support ticket and keep you updated.
We appreciate your patience while our team is working on fixing this issue.
Oct 14, 2019 12:17:31 PM by Lindsey M
I think I found the culprit. I had to allow Upwork to take screenshots of my desktop. This must either be a new setting or it was reset when I updated to Catalina.
Oct 18, 2019 05:16:16 PM by Jorge C
Even if it can be fixed, the App keeps crashing when you start the system, like 90% of the times. You have to force close the App, open it again and then you can use it, so it still doesn't work as it should.
Oct 19, 2019 12:46:31 AM by James K
Oct 19, 2019 02:24:12 AM by Aleksandar D
Hi James,
I'm sorry for the inconvenience this has caused you. I followed up with the team handling your case and you can expect an update on your ticket very soon. Please allow time for our team to carefully review your request and respond accordingly.
Thank you.
Oct 27, 2019 08:50:35 AM Edited Oct 27, 2019 08:53:52 AM by Jack B
1/4
I'm currently reviewing Upwork's video tutorials in the freelancer education hub. Module 4 "Managing Communications" is directing me to dowload the new "Team App". I'm guessing this direction is outdated, and "Desktop App" is your current version.
Thanks!
Education Hub
https://www.upwork.com/hiring/education/getting-started-for-freelancers/
Desktop App
https://support.upwork.com/hc/en-us/articles/211064038-About-the-Desktop-App
Oct 27, 2019 11:19:33 AM by Aleksandar D
Hi Jack,
Good catch! I already sent a report to our team for review.
Thank you.
Oct 28, 2019 08:49:12 AM Edited Oct 28, 2019 08:50:23 AM by Jack B
2/4
No problem Aleksandar, happy to assist for the greater good.
Q2, The desktop App will record keyboard strokes, mouse clicks and take screen snapshots. I'm fine with this being a measure of productivity, which might support me in the rare case of a billing dispute. However, what about a wacom tablet? I'm a photo reoucher... so a wacom tablet likely represpents about 80% of my work movement. I rarely use a mouse, and the keyboard is just there to lable a layer, toggle a brush, change to new tool etc.
Oct 28, 2019 12:03:54 PM by Douglas Michael M
Jack B wrote:Q2, The desktop App will record keyboard strokes, mouse clicks and take screen snapshots. I'm fine with this being a measure of productivity, which might support me in the rare case of a billing dispute. However, what about a wacom tablet? I'm a photo reoucher... so a wacom tablet likely represpents about 80% of my work movement. I rarely use a mouse, and the keyboard is just there to lable a layer, toggle a brush, change to new tool etc.
While we wait hopefully for a definitive reply, I would be surprised if an input recorder distinguished between brush and mouse input. I seem to recall being able to use a Wacom tablet as a mouse years ago. If Upwork's tracker does make such a distinction, that needs to be addressed not only for your needs and those of others who work similarly, but due to general convergence (interchangeability) of hardware-based and touch input.
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