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FAQ | Frequently asked questions

Infrastructure

On which platforms can I install WorkMeter solutions?

• • Windows: XP and later

  • Mac OS: Version 10.7 and above

WorkMeter securely transmits data via SSL (port 443), which must be open for the application to function properly. Additionally, we recommend opening the HTTP port (80) for connecting to the corporate website.

I am concerned about network slowdowns. What is the required bandwidth?

WorkMeter solutions send an average of 11 KB every 15 minutes per device, so the internet connection is not a concern.

Can I work without an internet connection, and will the solution report my activity once I am back online?

If you do not have an internet connection, the WorkMeter solution will store your activity data locally. Once the connection is restored, the accumulated data will be sent to the servers, where it will be processed.

Are WorkMeter solutions compatible with all browsers?

Any modern browser with JavaScript enabled can run our solutions. Compatibility tests have shown that Chrome, Firefox, Opera, and Safari can correctly run WorkMeter solutions.

Installation

How can I download the installer?

To download the installer, you must access the Configuration > IT > Download installer section as an administrator. A list of installers will appear; choose the one that corresponds to your operating system. You can either download it or send the link to an email account. 

How do I install the WorkMeter solution?

To install any of our solutions, you need to download the client to your device from the "Download Installer" panel in Configuration > IT. Run the downloaded file to begin the installation. If you encounter issues installing the tool or lack the necessary permissions, try running the installer as an administrator. To do this, right-click on the executable (*.exe) and select the "Run as administrator" option.

I receive an error during installation: "Error opening the file for writing."

You cannot install our solutions because you are not an administrator on your device. To install, you must run the installer with administrative privileges (right-click "Run as" – enter the administrator credentials), and it will install correctly.

How do I install the software silently?

To install the WorkMeter solution silently, you must run the client from the command line with the /S parameter. Example: C:\WORKMETER_AGENT.EXE /S

How do I uninstall the WorkMeter solution?

To uninstall depending on the operating system:

• • Windows 

    • 32-bit: Run C:\Program Files\svcwm\uninstall.exe

    • 64-bit: Run C:\Program Files (x86)\svcwm\uninstall.exe 

  • Mac OS

    • Run /Applications/workmeter/uninstaller

Access

I am trying to log in, but the tool tells me that the username or password is incorrect.

Please ensure that the password keys are typed correctly, that you are using the proper capitalization, that there are no spaces, etc. If the issue persists, you will need to reset your password using the "Forgot your password?" option. You will be asked to provide your username (which is always an email address) and fill in the security box with the indicated text. Once this is done, you will receive an email in your inbox to begin the password recovery process.

Reporting

How does the application determine if I am active?

The application installed on the PC queries the operating system (Windows or macOS) to check if the user is using the mouse or keyboard. If so (and if no issues are detected with these devices), it is considered that the user is present, and activity can be recorded/reported. Additionally, the application has a mechanism to identify if the user is in a video conference.

What does the software specifically record?

It will depend on the WorkMeter solution purchased.

Performance management software: Tracks active range times (presence), real activity, and productivity while interacting with the PC.

Time management software: Tracks active range times (presence) and real activity while interacting with the PC.

Project management software: Only tracks real activity time while interacting with the PC and correctly reports it to the relevant project you are working on.

The privacy and confidentiality of individuals is a matter of utmost importance to us, which is why no keystrokes or content from any window or application are recorded.

How does Performance management software group the data?

WorkMeter solutions always report times grouped by the system user identifier (operating system login). Therefore, we always recommend that each employee have a unique login to identify them.

When does the software start reporting the workday?

It starts collecting data as soon as there is an active session on the device, meaning when a user session is logged in. For practical purposes, this begins when the employee logs into their device.

Once installed, we notice that not all employees are appearing. 

WorkMeter solutions track activity based on the name used to log into the device (operating system login). If multiple devices use the same user login, we recommend two options:

1. Create a unique operating system account for each employee. For example, if the employee's name is John Doe, the account could be jdoe or johndoe. This ensures that each employee has an account that uniquely identifies them.

2. Configure the affected devices to track activity based on "employee name\device name". To configure this, go to Configuration > Devices, edit the desired device, and select the option "Configure the device to report as...". From that point onward, employees reporting from that device will have their activity tracked using both the system user's name and the device name. For example: USER\DEVICE_W7_01.

How can I find out the username of my devices to check if they are reporting correctly?

It is possible that at times you may not see the WorkMeter icon because it has been disabled for that device, or that you may have accidentally disabled some devices in the past and need to reactivate them to collect information.

To resolve this, you first need to know the username of the device in question. If you don't know the username, please follow these steps according to your operating system:

On WINDOWS

1. In the taskbar, go to Start > Run, or press the Windows key + R to open a new window. If you are using Windows 10, you can also type "cmd" directly into the Cortana search bar.

2. Type "cmd" in the command line and press Enter.

3. In this new screen, type "whoami" and press Enter again.

4. The information displayed will vary depending on whether you are connected to a network domain or not:

- If you are connected to a network domain, you will first see the domain name, followed by the username > Example: "domain name\username"

- If you are not connected to a network domain, you will first see the device name, followed by the username > Example: "device name\username"

ON MAC OS X

1. Open a new Finder window.

2. Look for the home icon in the sidebar.

3. This icon represents your user folder, which has the same name as the device's username.

Profiles

How is the reported data organized?

The obtained data can be displayed at an individual level or by groups. The default group is "All" (which corresponds to all employees within a company). Groups can be created based on the company’s organizational chart, the tasks assigned to the team, work schedules, etc. The solution always adapts to the specific needs of your company.

How do I disable an employee?

To disable an employee's profile, you must be an EffiWork administrator. By clicking the X next to an employee in the Configuration – Employees panel, their profile will be disabled. Disabled employees will no longer report data, regardless of the device they use to report.

How do I know what my permissions are?

• If you are an Administrator, you will have access to all panels and be able to manage all groups.

• If you are a Group Manager, you will be able to view the data of the groups assigned to you and configure certain options.

• If you are an Employee, you will only be able to view your own data.

For more information, go to "Managers and roles".

Offline time

When does the offline time reporting window appear?

The offline time reporting window appears when the employee returns to their device after exceeding the inactivity time set by the administrator. This time is configurable in Configuration – General Options – Minimum Pause Before Offline Activity Query.

When I return to my device, sometimes the offline time window doesn't appear.

Make sure that your device does not have energy-saving options such as Sleep or Hibernate enabled, and ensure that the inactivity time is not shorter than the defined pause time.

Schedules

How are breaks reported?

When you stop interacting with the computer, the software will count this time as break time. The same applies when the device is turned off, suspended, or hibernated.

The WorkMeter solution is not displaying the correct time I started working.

It is not enough to simply turn on the device; you must log in for the software to start reporting activity.

The information displayed by the different panels is outdated. Has there been an issue?

This is normal behavior, as the data is not displayed in real-time. The software sends the information periodically for the servers to process, so it is expected that the most immediate activity may not be visible.