Troubleshooting

Check the basics first, because most sign in problems come from the account setup rather than the app.

1. Confirm the user has activated the account from the invitation email and created a password.
2. Check the user is entering the email address registered with Mera Work and the password they created.
3. Check the user is set up for Interactive Mode. Stealth Mode users sign in once with their registered email address.
4. Check the computer has a working internet connection.
5. Check antivirus or EDR software has not blocked the app.

If the app still does not open a session, see the steps for a user who signs in but is not tracked.

Users and roles →Installing the app →

This appears as Error 101 or as the message that the user is already logged into a different device. A user can be signed in on only one system at a time, so it shows when the user is signed in on another computer or the earlier session did not close properly.

1. Open My Team in the admin portal and find the user.
2. Select the Lock icon to unlock the user. This ends the earlier session.
3. Ask the user to sign in again on the new computer.

If a user needs to work on more than a computer, turn on Allow Logout in the user's configuration. The user then signs out of the first computer and signs in on another.

Users and roles →

On the Mera Work sign in page, select Forgot Password and enter your registered email address. A reset email is sent to you. If you are already signed in to the web account, you can change your password from your profile in the top right corner.

Admins can also send password reset links from the dashboard.

Work through these checks, then try the request again.

1. Confirm you entered the same email address that is registered with Mera Work.
2. Check the Spam and Junk folders.
3. Ask your IT team whether your organisation's email filter has quarantined the message.
4. Wait a few minutes and request the reset again.

If the email still does not arrive, contact support.

Ask the user to check these places, and check the address you entered.

1. Look in the Spam, Junk and other filtered folders.
2. Check the registered email address is correct in My Team.
3. Ask your IT team whether email security has blocked or quarantined the message.
4. Resend the invitation. In My Team, find the user and use the arrow icon to Resend Activation or Invitation.

If the email still does not arrive, contact support.

Users and roles →

After a successful sign in, tracking follows the settings your organisation has configured. Check:

• The user is set up for Interactive Mode and the account is activated.
• The app is running. In Interactive Mode the Mera Work icon shows in the system tray.
• The computer has an internet connection.
• Antivirus or EDR software has not blocked the app.
• Work Mode, if it is switched on for the user, has been started by the user.
• Capture Screenshot and the other tracking settings are switched on for the user in My Team, under the pencil icon and Configuration.

Time and activity →

Stealth Mode needs only a one time sign in with the registered email, but the app still needs to run and reach Mera Work. Check:

• The user is set up with Stealth Mode switched on, and the Stealth package was installed.
• The Mera Work process is running.
• Antivirus or EDR software has not blocked or quarantined any Mera Work files.
• The computer has an internet connection.
• The device is linked to the right organisation.
• On a Mac, the Stealth app has been signed in once with the user's registered email address, and the permissions for Accessibility and Screen & System Audio Recording are on.

If none of these apply, contact support.

Installing the app →Installation guides →

If you turned on two factor authentication, you set up an authenticator app and received backup codes. Use a backup code when you cannot get a code from the app.

If you no longer have a backup code, raise a ticket with support so they can help you verify your account.

Privacy and security →

Being a manager, or even an Admin, does not give automatic access to all reports. Access is controlled in Report Access, and only Super Admins and Admins can change it.

1. Open Report Access in the admin portal.
2. In Report Access To, choose the manager who needs access.
3. Select the users from the member list and move them to the right pane. You can grant access to a whole department instead.
4. Save the changes.

A Report Admin sees organisation wide reports but cannot add users or change configuration. A CXO has view only access to organisation level reports and dashboards.

Users and roles →Dashboards and reports →

No. The dashboard follows role and manager based access. What a person sees depends on their role, their permissions, their place in the manager hierarchy, and the view and filters they have chosen. A manager may see only their own team, while an Admin sees the organisation.

Rankings such as the most and least productive users also change with the date range, the view and how apps and websites are classified.

Dashboards and reports →Users and roles →

Check these in order. Most problems show up in the first four.

1. Confirm the Mera Work app is running on the user's computer.
2. Check whether Time Tracker data is arriving for the user.
3. Check the tracking settings are switched on for the user.
4. Check the user's internet connection.
5. Check the computer is not locked or asleep.
6. Check the app version and update it if it is old. You can see it in My Team, in the App Version column.
7. Look at Self Diagnostics for the user under Help and Support.
8. If the problem continues, restart the Mera Work process from Task Manager, or install the latest version again.

Installing the app →

Time is tracked by the desktop app, so the usual cause is that the app is not running or cannot reach Mera Work.

• The app is running. Interactive users show the Mera Work icon in the system tray. Stealth users show no icon.
• For Interactive Mode, the user is signed in.
• The user is set up correctly and monitoring is switched on for them.
• The computer is not locked, asleep or offline.
• If Work Mode is on, the user has started it. Tracking begins only after the user starts Work Mode.
• Stop Timer is not paused. While Stop Timer is on, no tracking data is sent until it ends.
• Antivirus or EDR software has not blocked the app.
• The app has not stopped or crashed.

If the app is running and nothing is recorded, collect the app version, the operating system, the user and the time period, then contact support.

Time and activity →

Tracking can stop when the app or its service stops, the app crashes, the computer restarts, goes to sleep or hibernates, the connection drops, antivirus interferes or the computer is short of resources. After a restart, the app has to start again and reconnect before tracking resumes.

Compare the time tracking stopped with the computer's logs and your antivirus logs.

1. Check the Mera Work process is running after the user signs in to Windows.
2. Check Mera Work is set to start with the computer and the startup entry has not been disabled.
3. Check Windows startup or Group Policy settings are not restricting the app.
4. Check antivirus or EDR logs for blocked components.
5. For Stealth deployments, check the deployment is still in place after the restart.

Installing the app →

No Signal means the app is not sending its latest status to Mera Work right now. It does not mean the employee has stopped working or that the app has been uninstalled.

Common causes are an unstable internet connection, the app not running, a restart or shutdown, a locked or sleeping computer, a VPN or proxy, a firewall, antivirus or EDR software, Work Mode not started when it is needed, or a Stealth app that is not signed in. On a Mac, a missing Screen & System Audio Recording permission can also cause it.

1. Check the user's internet connection.
2. Confirm the Mera Work process is running.
3. Check whether the computer was recently restarted, locked or put to sleep.
4. Check whether a VPN or proxy is active.
5. Review antivirus or EDR logs for blocked Mera Work components.
6. Check corporate firewall rules.
7. Refresh the admin dashboard, which shows the latest status it received.
8. Compare the user's computer with a computer where Mera Work works normally.

If it continues, send support the user, the device, the app version, the network type and roughly when No Signal began.

Support hours and contact details →

It can be. Active comes from the recorded session and activity, while Signal shows whether the app is communicating with Mera Work right now. A short network interruption or a delayed signal can show Active with No Signal.

A user can also be working during an interruption. The app can keep the data on the computer and send it when the connection returns. A locked or sleeping computer, or a restart, can show No Signal until the app reconnects after the computer wakes or is unlocked.

If the dashboard still shows No Signal after a refresh and the user is working, check the app and the network.

Work Mode lets an employee start and stop tracking by hand, usually on a personal computer. Tracking begins only after the employee starts it.

• Check the app has the background permissions it needs and no conflicting software is running.
• If an Admin has assigned a fixed shift, Work Mode can be unavailable during those hours. If you prefer Work Mode, turn off shift based monitoring for the user.
• On a Mac, the Stealth app has to be signed in once and the permissions have to be on.

Attendance and shifts →Time and activity →

The app can stop in the background when heavy applications use a lot of the computer's resources. Close the applications you do not need while tracking is running, then restart Mera Work. If it keeps closing, install the latest version and contact support.

Open My Team and find the user. The App Version column shows the installed version. If it is old, download the latest installer from the download page and install it on the user's computer.

Download the app →

Self Diagnostics shows diagnostic records for a user's Mera Work app. Open Help and Support, then Self Diagnostics, and pick the user. Check it when screenshots are missing, tracking has stopped or another app problem is reported, after you have confirmed the settings are on.

If there are no records, raise a ticket in Help and Support or email support@mera.work. You can also ask for a Customer Success callback.

Support hours and contact details →

Mera Work measures keyboard and mouse activity as a level of interaction, and scrolling alone does not count as active. A person who only scrolls can show as idle.

If activity is missing altogether while apps and websites are tracked, check the app is running correctly, the computer is not locked or asleep, antivirus or EDR software is not interfering, and the app is up to date. Then send support the operating system, app version and time period.

Time and activity →

On a Mac, Mera Work needs the Screen & System Audio Recording and Accessibility permissions. Without them, screenshots, live streaming and Stealth Mode installation can fail, and the user can show No Signal.

1. Open Apple Menu, then System Settings, then Privacy & Security.
2. Select Screen & System Audio Recording, find Mera Work and turn it on. Enter your Mac password or use Touch ID if asked.
3. Go back to Privacy & Security and select Accessibility. Find Mera Work and turn it on. If it is not listed, select the plus button, choose the Mera Work app and select Open.
4. Quit Mera Work and open it again so the permissions take effect.

For Stealth users on a Mac, the app has to be signed in once with the registered email address.

Installation guides →Installing the app →

Time tracking and screenshot capture are separate. A user can be tracked while screenshots are off or failing. Check:

• Capture Screenshot is switched on for the user, in My Team under the pencil icon and Configuration, or through Bulk Configuration Update.
• The user is being tracked and the app is running.
• A screenshot interval is set and has had time to pass. Being logged in or active does not mean a screenshot is taken at that moment.
• The computer is online, or the data has had time to upload after reconnecting.
• Antivirus or EDR software has not blocked the screenshot component.
• The date and time range you selected is correct.
• On a Mac, the Screen & System Audio Recording permission is on.
• If Work Mode is switched on, the user has started it.

Then check whether the problem affects a particular user or several users.

Screenshots and live screen →

When other users get screenshots normally, the cause is usually that user's settings, device or app.

1. Confirm Capture Screenshot is on for the user.
2. Confirm the user is being tracked and the app is running.
3. Confirm the installed app matches the user's mode, Interactive or Stealth.
4. Check antivirus or EDR software for blocked or quarantined files.
5. Check the device has synced with Mera Work.
6. Compare the user's settings and app version with a user who works.

A sudden gap across several users points to an organisation wide setting or a shared network or security cause.

1. Check Capture Screenshot is on at the level where you set it.
2. Check the screenshot interval has not been turned off or changed.
3. Check the affected users are running the app.
4. Check for a shared antivirus, EDR, firewall or proxy change.
5. Check the Mera Work service is running normally.

If the problem began suddenly, send support the affected users, the date and time range, the app version and screenshots of the configuration.

Look for a recent change, such as an app update or reinstall, a settings change, an antivirus or EDR update, a firewall or proxy change, an operating system update or a change of network.

1. Confirm screenshot capture is on and check the interval.
2. Check the Mera Work app is running and the user is being tracked.
3. Check internet connection and free disk space.
4. Review antivirus or EDR detections.
5. Check firewall and proxy rules.
6. Compare the app version with a computer that works.
7. Note the time of the last screenshot and the time of the first missing screenshot.

Give support the user, device, app version, and those two times.

Support hours and contact details →

Screenshots can arrive late when the computer captures them but cannot send them straight away. Mera Work keeps tracking, screenshots included, while a computer is offline and uploads them when the connection returns.

If screenshots are captured but never appear, check the internet connection, the app status, free disk space, antivirus or EDR quarantine, firewall and proxy rules, and whether screenshots are building up on the computer. Also check whether the problem affects a particular user or several.

Check the date and the organisation's time zone, whether the user was tracked and the app was running that day, whether capture was on at the time, and whether the data finished uploading. If screenshots exist before and after the date but not on it, send support the user and the date.

No Screenshot means nothing is available for the selected user and period. Check these causes:

• Capture Screenshot is off for the user, or in Bulk Configuration Update.
• The user was inactive, or Work Mode has not been started.
• The app is not running, or a Stealth app has not been signed in properly.
• The interval has not yet passed.
• On a Mac, the Screen & System Audio Recording permission is missing.
• The screenshot has not synced yet.

If screenshots stop suddenly, restart the Mera Work process and update to the latest version.

Check the installed package matches the user's mode, then check the system specific items.

• After a reinstall: the right mode and configuration were installed, capture is on, the user is signed in, and antivirus has not blocked the new files.
• Stealth Mode: the Stealth process is running and the device can reach Mera Work. Stealth Mode does not stop screenshots on its own.
• Windows: the app is running, the latest version is installed and antivirus has not quarantined files.
• macOS: the Screen & System Audio Recording permission is on.
• Linux: the supported package is installed, the app can use the active display session, and the desktop environment is supported. Tell support the distribution, version and desktop environment if it still fails.

Installing the app →Screenshots and live screen →

Screenshot access is role based. Check the View Screenshot setting for the person, and whether a manager has been given selective screenshot access by being assigned as a manager with View Screenshot on. Also check the difference in settings, mode and app version between the users whose screenshots you are comparing.

Users and roles →Privacy and security →

Live Streaming works when the user is active, tracking is running and Live Stream is on for the user. Check:

• The user's internet connection is stable. Slow or unstable connections cause buffering, delays and black screens, and a wired connection can help.
• The app is running and up to date.
• The computer is not locked, asleep or switched to another user.
• Firewall or antivirus software is not blocking the streaming connection, and the Mera Work addresses are allowed.
• A VPN is not adding delay or blocking the stream. Turn it off briefly to test.
• On a Mac, the Screen & System Audio Recording and Accessibility permissions are on.
• The employee is not on a break.

Screenshots and live screen →

Mera Work shows 0 hours when it has not received valid activity for the user and date range. Check the user and date range, and whether the time zone is right.

Then check the app was installed and running, the user is set up correctly, tracking is on, the computer was online, nothing was blocking the app, the app is current, and the computer's clock matches the time settings in Mera Work. Data that has not synced yet can also show 0 until it arrives.

Time and activity →Dashboards and reports →

Mera Work calculates time from activity the app records. Compare these with the user and date:

• The user's working hours and shift settings.
• Start and end times.
• Active, idle and away time.
• The computer and Mera Work time zones.
• Whether Work Mode is on.
• Whether the app stopped or lost its connection.
• Whether the employee used several computers.

Time and activity →Attendance and shifts →

Active time counts only periods with keyboard and mouse activity. Reading or watching without interacting, a locked computer, sleep mode, a stopped app, or data that was not recorded all lower it. Time without detectable activity is counted as idle or away.

Time and activity →

Idle time is recorded when there is no keyboard or mouse activity for the configured Idle Time Interval. Reading, watching a video or a presentation, leaving the computer or working away from it all count as idle, and so does scrolling alone.

If idle time looks high across many users, check the Idle Time Interval in Configuration, Settings, General Settings. A shorter interval marks users as idle sooner. You can also set it for a user in My Team, under the pencil icon and Configuration.

Time and activity →

Away time is recorded during work hours when the computer is locked, in screensaver mode, asleep, restarted or shut down, or when no display activity is available. It does not by itself mean the employee was not working.

Time and activity →

This is usually a time zone or cut off time difference, and it shows mostly for work around midnight, including work that crosses midnight.

1. Check the computer's date, time and time zone are correct, including daylight saving.
2. Check the organisation time zone in Configuration, Settings, General Settings, Time Zone.
3. For a particular user, open My Team, select the pencil icon, open Configuration, choose Custom for Time Zone and select the right zone.
4. Check the Cut Off Time in General Settings, or set a Custom value for the user.

Time zone also changes for many users at once in Bulk Configuration Update.

Attendance and shifts →Time and activity →

Use a cut off time after midnight, so the whole shift counts under the same workday. For example, if a shift ends at 2:00 AM, set the cut off around 3:00 AM. Activity after the cut off counts toward the next day for attendance and reports. You can set it for the organisation or as a Custom value for a user.

Attendance and shifts →

The dashboard shows summaries, and reports can use different calculations, filters or data. Before comparing, make sure both use the same date range, users or team, department, time zone, filters and time category.

If two reports differ, compare the same user, date, time zone and category first. If numbers still do not match, send support the user, date and both figures.

Dashboards and reports →

Data from the app reaches Mera Work in real time when the computer is online. It can be late when the connection is weak, the app cannot communicate, offline activity is waiting to sync, or a lot of data is being processed. Offline tracking and screenshots are stored on the computer and uploaded when the connection returns.

If only a particular user is affected, check that user's app and connection. If many users are affected, check for an organisation wide network or security change, and that the latest app version is installed.

In the Attendance report, days with no recorded attendance show as Untracked Days. They mean no attendance activity was recorded that day. Open the employee's Time Tracker report for the same day to see what was recorded, and check the app ran, the computer was online and the cut off time and time zone are right.

Attendance and shifts →Dashboards and reports →

Active time is the time with keyboard and mouse activity. Productivity percentage is the share of that time spent on apps and websites classified as Productive. They are different measures, so they rarely match.

An app is Neutral when it has no productive or unproductive classification yet, was kept neutral on purpose, or is used for both work and personal tasks. An Admin can change a classification in Configuration, then Category.

Apps and websites →

Activity is tracked only on the computer where the user is signed in at that moment. A user who works on a hybrid pattern signs in on the system they use that day. Check that the user signed in on the computer they worked on, and that Allow Logout is on if they switch computers.

Users and roles →

These messages do not show the cause by themselves. The usual causes are antivirus or EDR interference, missing administrator permission, an existing installation or a running Mera Work process, a corrupted or incomplete installer, Windows restrictions, or installing the wrong package for the user's mode.

1. Download the latest installer.
2. Run it with administrator permission. Installing and uninstalling need admin rights.
3. Check antivirus or EDR logs for blocked files.
4. Check the installed package matches the user's mode.
5. If it still fails, send support the exact error or a screenshot, plus the system and security software details.

Installing the app →Download the app →

Error 100, shown as Something went wrong, appears when the installed package does not match the mode set for the user. Interactive Mode needs the Mera Work app, and Stealth Mode needs the Stealth package.

1. Open My Team, select the pencil icon for the user and open Configuration.
2. Check whether Stealth Mode is switched on.
3. Uninstall the package that does not match.
4. Install the package that matches.

Installing the app →

If Stealth Mode is on, the user is a Stealth user. If it is off, the user is an Interactive user. To set Interactive Mode for new users, turn off Stealth Mode in Configuration, Settings, User Default Settings, before you add them.

1. Open My Team in the admin portal.
2. Select the pencil icon next to the user.
3. Open the Configuration tab and look at the Stealth Mode switch.

Installing the app →

Windows has found an existing Mera Work installation, or the app is still running in the background.

1. Open Task Manager and end any Mera Work processes.
2. Open Apps and Features, or Installed Apps, and uninstall Mera Work if it is listed.
3. Restart the computer.
4. Run the installer again.

Uninstalling can fail when you lack administrator permission, the app or a process is still running, Windows Installer has a problem, antivirus interferes or the installation is damaged. The error Cannot find script file MeraWorkUninstall.vbs usually means Mera Work files were partly deleted or blocked by antivirus.

1. Open your antivirus and check Quarantine or Threat History.
2. Restore any quarantined Mera Work files and add the Mera Work executable to the exclusions.
3. Open Task Scheduler and, in the Task Scheduler Library, check for a job related to Mera Monitor or mmwsaa. End or delete it.
4. Try the uninstall or reinstall again.

If the error continues, send support the exact message.

Reinstalling can fail when parts of the earlier installation remain or security software blocks the new installation. Prepare first:

1. Note whether the user is Interactive or Stealth.
2. Confirm the user's registered email address.
3. Uninstall the existing app.
4. Restart the computer.
5. Check for Mera Work processes that are still running.
6. Check antivirus or EDR quarantine and detection logs.
7. Download the latest installer.
8. Install the package that matches the user's mode.

Security products can block or quarantine Mera Work files because of behaviour rules, file reputation or a recent app update. A detection does not by itself mean Mera Work is harmful. Do not disable the security product.

1. Record the detection name and the file path.
2. In Windows Defender, open Windows Security, then Virus & threat protection, then Protection history, to find the file.
3. Check whether the file was quarantined.
4. Share the details with your IT security team and Mera Work support.
5. Add only the exclusions you need, and restore quarantined files before you reinstall.

Avoid broad exclusions such as a whole drive or all executable files.

On Windows, antivirus software can block Mera Work files. Allow these folders, replacing YourUserName with the Windows user name:

• C:\Users\YourUserName\mmwsaa\
• C:\Users\YourUserName\AppData\Local\mmwsaa\
• C:\Users\YourUserName\AppData\Local\Programs\mmwsaa\
• Firewall: allow https://api.merawork.com/api/v1
• Screenshots and logs upload: allow https://meraworkblobstorage.blob.core.windows.net/

For exclusions across many computers, work with your IT team and Mera Work support. Paths can differ by app version and installation method.

Installing the app →

Mera Work needs an outbound connection to its cloud service. A firewall, proxy, DNS filter or VPN can block it, which shows as No Signal, delayed data, missing screenshots, data that will not sync or live features that will not connect.

SSL or TLS inspection can replace the server certificate with your organisation's own. If the app does not trust that, its secure connection fails. Ask your network team to bypass inspection or allow the Mera Work addresses.

1. Check firewall and proxy logs for blocked Mera Work connections.
2. Allow the Mera Work addresses listed in this topic.
3. Test with the VPN off to see whether it changes the result.
4. If it works on a different network but not on your own network, compare firewall rules, proxy, DNS filtering, VPN setup, SSL or TLS inspection and outbound limits.

Mera Work is not affected by VPN, proxy or virtual desktops in general. Inspection and filtering rules are the usual cause when it fails.

Stealth Mode needs the Accessibility and Screen & System Audio Recording permissions in Privacy & Security. Turn both on and retry the installation. Check Stealth Mode is switched on for the user, install the macOS Stealth package, then enter the registered email address in the pop up window and sign in once.

Installation guides →

Raise a ticket when the problem continues after these steps, when Self Diagnostics has no useful record, or when several tracking functions are affected. For example, if a restart or a reinstall does not help.

The more detail you give, the faster the team can help.

• A clear description of the problem.
• The affected user's details.
• When it started.
• Whether it affects a particular user or several users.
• Screenshots and logs.
• The app version.
• Self Diagnostics records, if there are any.
• The steps you already tried.

Raise a ticket in Help and Support, at the bottom left of your web account, or email support@mera.work.

Support hours and contact details →Contact Mera Work →