Troubleshooting 5 min readUpdated September 19, 2026
Troubleshoot missing screenshots
Check the date, device, activity, permission, and reporting path when no images appear.
For AdminsFor ManagersFor ITs
The short answer
Missing screenshots can result from the wrong date or device, no eligible activity, an offline agent, or insufficient image-viewing permission. Verify activity and access before reinstalling anything.
01
Check in this order
- 1Confirm the employee and selected calendar date, including the organization time zone.
- 2Check whether the employee used a different mapped device that day.
- 3Verify activity intervals exist; screenshot collection is activity-gated rather than proof of continuous recording.
- 4Confirm the viewer has the required screenshot or PHI permission and assigned security-group scope.
- 5Check coverage and the latest agent signal before considering an agent repair.
02
Avoid the wrong conclusion
A blank screenshot section does not prove the employee was not working. It only means no image is available to this viewer for the selected person, device, and date.
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