Report a problem and the diagnostics

Report a problem

In desktop app 2.0 and later:

1. Open the Focus menu and choose Help ▸ Report a problem….
2. A window shows the diagnostics exactly as they would be sent. Read them if you like; nothing has been sent yet.
3. Choose Send by e-mail, Copy or Cancel.

Send by e-mail opens a new message to support@workify360.com in your own e-mail program, with the diagnostics in the message. Describe what happened above them and send the message yourself; Workify360 does not send anything on your behalf. If the diagnostics are too long for a new message (more than 1,800 characters once they are encoded for the e-mail link), the app copies them to the clipboard instead and says so in a notification: “The diagnostics are too long for an e-mail link, so they were copied to the clipboard. Paste them into the e-mail.” The new message then says “The diagnostics were copied to the clipboard; please paste them into this e-mail.”

Help ▸ Copy diagnostics copies the same text to the clipboard, for example to paste it into a message to your company’s IT team.

Your e-mail program sends the message from your own address, like any e-mail you write. The diagnostics themselves do not contain your e-mail address.

Contact support from the dashboard

In the new version of the dashboard, the help panel has a contact form. Choose what the request is about, write a subject and what happened, and send it. You can attach the dashboard’s diagnostics after you have read them (system and my devices); they are not the same as the desktop app’s diagnostics below.

• Every request gets a number such as SUP-000123. Mention it when you write to support@workify360.com or when you give support temporary access (support access).
• The request is saved even when e-mail sending is not set up for the service. The form then says so; share the number with your admin or with support.
• Your earlier requests and their numbers are listed under the form.
• Each person can send up to 20 requests a day (support_request_limit). After that, write to support@workify360.com.

Until the new dashboard reaches your organization, write to support@workify360.com.

What the diagnostics contain

The diagnostics are a short JSON text with exactly these fields and nothing else:

Field	What it says
schemaVersion	The version of this format
generatedAt	When the diagnostics were created (UTC)
app.version	The app version, for example 2.0.0
app.commit	The build of the app
app.profile	The app profile, normally default
app.locale	The language of the menu (en or tr)
os.family	macOS, Windows or Linux
os.version	The operating system version
os.arch	The processor type, for example aarch64
session.state	Signed in, signed out or expired
session.userId	Your user id: a random identifier, not your name
session.organizationId	Your organization’s id
session.deviceId	This computer’s id in Focus
session.clientDeviceUid	The random id the app created for this computer
config.etag	The version of the company settings the app downloaded
config.trackingEnabled	Whether tracking is on for you
config.insideTrackingHours	Whether it is inside your company’s tracking hours
config.privateTimeAllowed	Whether your company allows private time
config.idleThresholdSeconds	After how many seconds without input you count as idle
config.ignoreMouseMovement	Whether mouse movement alone is ignored
config.fetchedAt	When the company settings were downloaded
sync.agentRunning	Whether the part of the app that sends activity started on this computer
sync.agentStartError	Why it did not start: data_dir, sync_db or start_task, or empty
sync.lastAttemptAt	When the app last tried to send activity
sync.lastSuccessAt	When sending last worked
sync.lastError	The kind of the last error: network, busy, server, http, forbidden, device_not_registered, request_refused, no_progress, auth_unavailable or local, or empty. A session the server no longer accepts is not an error here; it shows as session.state expired
sync.backoffUntil	Until when the app waits before trying again
sync.pendingEstimate	About how many records are waiting to be sent
sync.clockSkewMs	How far the computer clock is off, in milliseconds
sync.clientTooOld	Whether this version is too old to send activity
sync.awaitingConfig	Whether the app is still waiting for your account’s settings, and sends nothing until they arrive
sync.heldForOtherUser	Whether sending is paused because the settings it has belong to another account that signed in on this computer before
sync.streams[].bucketType	The kind of each record stream, for example currentwindow or afkstatus
sync.streams[].ackedSeq	Up to which record number each stream was confirmed
watchers.window	Whether window detection is running
watchers.afk	Whether idle detection is running
watchers.backend	Which window detection method is used on Linux, for example X11 window
watchers.macPermissions.accessibility	Whether the macOS Accessibility permission is granted
watchers.macPermissions.automation	For each supported browser (by its fixed app id, for example com.google.Chrome), whether the Automation permission is granted
watchers.gnomeExtensionMissing	Whether the GNOME window extension is missing
watchers.titleRulesFailClosed	Whether window titles are held back because the privacy settings could not be read
localServer.port	The port of the app’s local server, normally 5600
localServer.listening	Whether the local server is running
privateTime.active	Whether private time is on

Ignoring mouse movement works on macOS and Windows only.

What the diagnostics never contain

The diagnostics never contain app names, window titles, URLs, host names, event data, bucket names, e-mail addresses, names or tokens. They say nothing about what you worked on: only how the app itself is doing.

In particular:

• Record stream names are not included, because they contain the computer name; only their kind is (bucketType).
• The process list names only the old Focus processes, never other programs.
• The browser list is a fixed list of supported browsers, not the browsers you use.
• No sign-in token, password or key is included, so the diagnostics cannot be used to sign in.

What the desktop app records about your work, and who can see it, is explained in What Focus records about me.