Time tracker - No connection

[#1]

Hello! 

I have tried restarting the app, changing the network I am using, I logged out and logged back in from my time tracker, but still I keep getting the message that my Connection is lost and tracking keeps going on without a connection. 

I read many tips here and alternatives how I could restart the app and the connection would be all right again, but that is not working for me. Could anyone help, please? 

Only thing I didn't try is reinstalling the Time Tracker app as I was worried I might lose the hours I tracked offline up until now. 

Thank you for your help! 

I was also wondering how much time would the cache keep, should I continue working offline until this is fixed? 

[#2]

This is most probably a problem on the side of your provider. But, in any case, try to reinstall the app. No time will be recorded when you are offline, so no - do not work until the issue is fixed. 

[#3]

Hi Jozsef,

I am sorry to hear about the trouble you faced while using the Desktop App. I will be happy to assist you with your concern.

The desktop app has a time-caching mode that allows you to continue logging time through minor Internet connection issues or Upwork site maintenance. Usually, the cache will automatically upload as soon as your connection is reestablished so the time can be included in your weekly invoices. The latest version of the desktop app can cache 24 hours at a time. Once it is full, you can no longer log time on any contract until the cache is uploaded. 

It is important to know that if you work in caching mode, please do not log time from another computer while you have a cache awaiting upload. This will prevent the cached time from uploading. Also, you must reconnect before the end of the weekly billing cycle to upload your cached time. It can’t be uploaded after the Work Diary is locked. If the cache fails to upload automatically, you cannot recover it manually.

I suggest you follow the troubleshooting steps listed on this help page. If the issue continues, please follow the steps listed under 'How do I report a problem?' in the Frequently Asked Questions (FAQ) section to contact our support team. 

- Pradeep

[#4]

Hi Pradeep, so far nothing has worked for me, I already tried (and now I tried again) the troubleshooting. Only thing I didn't try is to clear the cache. 

I also sent a message via the app through Support and Feedback, exactly reporting what my issue was. 

[#5]

I am sorry to hear that the troubleshooting steps did not help, Jozsef. I can see that you've already raised a support ticket regarding your concern. You can access your support tickets here. Note that support requests are responded to in the order they are received. Kindly allow 24-48 hours for the team to follow up with you and assist you further.

- Pradeep