If you're experiencing an issue with your Tracker or the Timeular app, below are some common first steps you can perform to troubleshoot certain issues.

Before beginning there are a few of things that should be mentioned:

  1. The Tracker cannot be paired to more than 1 device simultaneously. For example, if it is paired with your phone it cannot also be paired with your computer at the same time. 
  2. An internet connection is required when starting or stopping the tracking of a time entry. If the internet connection is lost after the time entry has been started it shouldn't matter as long as you are connected to the internet again when you plan to stop the tracking of the time entry.
  3. If your Tracker is showing that it is connected but it isn't tracking time entries when flipped, the activities may have become un-assigned. If you clicked the "Forget Tracker" button or if you pressed and held the button on the Tracker for 8 or more seconds (which performs a reset on the Tracker) the activities will have become un-assigned and you'll need to re-assign them to your Tracker. 

The first step in the process is to preserve a copy of your log files. If you're still experiencing any issues after performing the troubleshooting steps below please reach out to our Support Team and provide the log files. 

If you are running Windows:

  1. Press WINDOWS KEY + R on your keyboard
  2. Enter %appdata% including the % signs and click OK 
  3. Go to the Timeular folder and copy the log.log file, the log.old.log file (if it exists) and if you're using the USB Bluetooth dongle, please also copy the driverservice.txt to your desktop or any place you will be able to retrieve them later

If you are running macOS:

  1. Go to your Finder
  2. Press COMMAND + SHIFT + G on your keyboard
  3. Paste this Path ~/Library/Logs/Timeular 
  4. Copy the log.log and log.old.log file (if it exists) to your desktop or any place you will be able to retrieve them later

To begin troubleshooting:

If you are running macOS:

  1. Quit the Timeular app
  2. Press and hold the button on the Tracker until the LED lights up green (approximately 3 seconds) then let go of the button. This will turn the Tracker off
  3. In your Finder press COMMAND + SHIFT + G on your keyboard
  4. Enter ~/Library/Application Support/ and click Go
  5. Delete the Timeular folder
  6. Re-launch time Timeular app (you'll need to log in again) and go to Settings -> Trackers
  7. Press the button on the Tracker once to turn it on
  8. The Tracker should appear on screen with a "Connect" button to the right of it. Click the "Connect" button

If you are running Windows:

  1. Quit the Timeular app
  2. Press and hold the button on the Tracker until the LED lights up green (approximately 3 seconds) then let go of the button. This will turn the Tracker off
  3. Press WINDOWS KEY + R on your keyboard
  4. Enter %appdata% including the % signs and click OK 
  5. Delete the Timeular  folder
  6. Re-launch the Timeular app (you'll need to log in again) and go to Settings -> Trackers
  7. Press the button on the Tracker once to turn it on
  8. The Tracker should appear on screen with a "Connect" button to the right of it. Click the "Connect" button

If you're still experiencing issues after performing the steps above please reach out to our Support Team by either emailing [email protected], clicking the chat icon in the bottom right-hand corner of this page, or by clicking the question mark icon in the bottom left-hand corner of the Timeular desktop app.

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