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Troubleshooting Black Screenshots

 

TL;DR:

Follow these steps to resolve black screenshot issues:

  • Update Time Doctor
  • Check antivirus settings
  • Clear the cache, and
  • Test other interfering software
For persistent issues, gather system details and reach out to support.

 

black screenshots

Sometimes, users may encounter black screenshots during tracked time, similar to the example below:

NOTE: If a user under management is experiencing black screenshots, the steps below must be completed on their device.

IMPORTANT: When using Time Doctor in a virtual machine, screenshots, mouse movements, and keystrokes will not be captured outside that environment.

 

Step 1: Update the Time Doctor App

Download and install the latest version of the Time Doctor desktop app from the Time Doctor website.

 

Step 2: Disable Antivirus Software Temporarily

Temporarily disable antivirus software, then check if screenshots start working.

If successful:

  1. Re-enable the antivirus software.

  2. Adjust its settings to allow screenshots.

  3. Contact the antivirus provider for further assistance.

 

Step 3: Clear the Time Doctor Cache

  1. Sign out and fully close the Time Doctor desktop app.

  2. Delete the local cache using the relevant guide:

  3. Finding Local Cache Files: Ubuntu (All Versions)

  4. Finding Local Cache Files: Mac OS and OS X (All Versions)

  5. Finding Local Cache Files: Windows (All Versions)

NOTE: Ignore instructions about sending the cache folder; just locate and delete it.

 

Step 4: Check for Software Conflicts

Another program may interfere with Time Doctor’s screenshot capture.

To test:

  1. Close all other programs.

  2. Run Time Doctor alone.

  3. Wait a few minutes and verify if screenshots upload properly.

If this resolves the issue:

  1. Reopen programs one by one.

  2. Identify the conflicting software.

 

Step 5: Disable Hardware Acceleration (Windows 7)

Watch this video to disable hardware acceleration.

 

Step 6: Disable the Aero Theme (Windows Vista/7)

Follow this guide to disable the Aero theme.

 

Step 7: Update Operating System

Time Doctor does not support Windows XP. Screenshots may not work on outdated systems.

 

Step 8: Disable or Uninstall Webroot

Webroot may prevent screenshots.

Try:

  1. Disabling Webroot features.

  2. If unresolved, uninstall Webroot completely.

  3. Recheck screenshots in Time Doctor.

 

Still Seeing Black Screenshots?

If none of the steps above resolve the issue, contact support@timedoctor.com. Include the following details:

  1. Time Doctor account email address

  2. Time Doctor desktop app version number

  3. Operating system type and version

  4. Screenshot of the Screenshot page showing black images

  5. Cache folder (recreated automatically if previously deleted)

 

 

 

 

Should there be any inconsistencies or concerns regarding the article, contact support@timedoctor.com for prompt assistance.