Desktop install, tray icon and microphone problems
Fixes for the Windows security notice, a hidden tray icon, a microphone that is blocked or denied, a shortcut taken by another program and a stuck update.
Most desktop problems in the first hour are one of the five below. Each has a one-minute fix.
Windows protected your PC
Windows shows this on a new release until Microsoft has seen enough installs. Choose More info, check that the publisher reads CaseClock Inc., then choose Run anyway. If your firm blocks unapproved software, ask IT to allow CaseClock by publisher and product name rather than by file hash, which changes every release.
I cannot find the app after installing
- Windows hides new tray icons. Click the small up arrow beside the clock to show hidden icons, then drag the CaseClock icon down beside the clock so it stays visible.
- Mac: the icon is in the menu bar at the top of the screen. There is no Dock icon.
- Closing the recorder window hides it; the app keeps running. Reopen it from the icon, from Applications (Mac) or the Start menu (Windows).
Microphone access was denied
Open System Settings, Privacy & Security, Microphone, and turn on CaseClock. Back in CaseClock choose Try Again.
If a recording captures no sound, check that the right microphone is selected in your system's sound settings. If you unplug a headset mid-recording, CaseClock saves what it has.
The shortcut does nothing
Another program owns that key combination; Settings says That shortcut is taken by another app. Open the recorder, then Settings, KEYBOARD SHORTCUT, Change, and press a different combination with Command or Ctrl.
An update has been waiting to install
Quit CaseClock from the icon's menu (Quit CaseClock) and open it again; updates install on restart. If the banner still says the update is waiting, download the current installer from caseclock.ai/platform and run it over the existing installation. Your sign-in and any recordings waiting to upload are kept.
Still stuck
From the icon's menu choose Copy Diagnostics and paste the result into an email to support@caseclock.ai. It carries the app version and recent log lines, never your recordings or entries. See Getting help.
Missing client or matter
Why a client or matter you expect is not offered on an entry, from the five-minute Clio sync and closed matters to file imports and duplicates.
Missing recording
What to do when a recording did not appear as an entry, where it goes after you stop, why it may be held or fail to process, and how to retry.