Fast Answers - Support Requests - Technical Manual

Top Problems and Solutions

These are the most common problems, and the solutions we answer with when contacted.
Please check this short list if any of these sound like your problem! Most people succeed with these answers.

1. New or second system, or re-install? Download application to system. Extra systems are free, extra users are not.

   For Solo, Solo Pro, Empower and users. Also for Pulse administrators.
2. I am not seeing any data.

   I am using a Windows OS, I need to:
   • Look in your system tray (near your clock) for a RescueTime Icon (it's a white plus). If that's not there, RescueTime is probably not running and you need to start it. Maybe it isn't set as a startup item?
   • If RescueTime is running, right click on the icon in your system tray and select "Preferences..."
   I am using Apple OS X, I need to:
   • Look in your menu bar (top right, near your clock) for a RescueTime Icon (it's a black plus). If that's not there, RescueTime is probably not running and you need to start it.
   • If RescueTime is running, click on the icon in your menu bar and select "Preferences..."
   Next steps are the same for both:
   • At the bottom of the preferences window, there is a status indicator. What does it say there?
   • If Preferences status is "no internet" or "proxy", see 'I'm getting "no internet" or "proxy" status' heading.
   • Otherwise, let us know.
3. I'm getting "no internet" or "proxy" status in RescueTime application preferences panel.

   You may need to set proxy settings, or adjust them if they are not working.
   • Check server and port settings. It should be something like "http://proxy.mycompany.com" and "8080".
   • RescueTime supports HTTP Basic Authentication for proxies. You may need to supply a username and password.
   • Consult your IT department if you need help with this.
   You may need to make firewall changes, if you run one on your machine or network.
   • RescueTime's application talks securely to our servers on port 443 (HTTPS).
   • The application needs to be able to reach "www.rescuetime.com" and "api.rescuetime.com" on port 443.
   • Consult your IT department if you need help with this.
4. I'm not seeing website data / browser (Firefox, IE, Opera, Chrome) detail time.

   • First: double check your settings
   • Go to Settings -> Monitoring Options
   • Make sure "Collect detailed web site information" is checked
   • Make sure you don't have a error in "Which Sites to Monitor" section
   • Next trick: sometimes when browsers self-update, RescueTime cannot get details until the system is rebooted
   • Reboot your whole system (not just restart browser), and make sure RescueTime is running afterwards
5. How do I use FocusTime?

   I am using a Windows OS, I need to:
   • Click on your RescueTime taskbar icon
   • Choose "Get Focused"
   • Follow the instructions on the popup
   I am using Apple OS X, I need to:
   • Click on your RescueTime menu bar icon
   • Choose "Get Focused"
   • Follow the instructions on the popup
   Next steps are the same for both:
   • If you do not see the "Get Focused" option, you will need to manually update your RescueTime application.
   • Quit the RescueTime application from your taskbar
   • Download from https://www.rescuetime.com/download
   • Install the application and start it up
6. I am using Apple OS X. RescueTime won't start.

   • If you are running OS X Tiger (version 10.4, to find click Apple icon, choose About This Mac), Please try this client installer built especially for Tiger:
   • Download: https://www.rescuetime.com/installers/RescueTimeInstallerTiger.dmg
   • Note that this version does not have FocusTime support.
7. How do I cancel my account?

   • You can cancel your account from the following link: https://www.rescuetime.com/accounts/billing
   • Right under the Account Type selection is the option to "Cancel my account"
   Thank you for giving us a try!
8. I am not seeing detail documents / activites for my applications.

   • In Settings & Monitoring Options, make sure you have Collect window and document titles checked
   • Most popular applications have this support by default.
     You may be using one that hasn't been enabled yet.
     Let us know on this form!