My clients are not checking in

If your clients are not checking in, follow the instructions for Windows or Mac below.

Windows Troubleshooting

1. Check to make sure that the client is installed and running.
   • Navigate to Windows Services Manager (“services.msc”).
   • Verify the “LabStatsClient” service is present and running.
   • The service should be set to “Automatic (Delayed Start)” to ensure it continues to check-in correctly after a reboot.
2. If the service is not started, then start the service. If the service is already running, restart the service.
3. Double-check that the station is not checking in under a different computer.
   • This can be accomplished by searching by Mac Address in the Station Manager. Be sure to format the MAC Address with colons (:) rather than dashes (-), i.e. 5A:68:C3:47:EE:42
   • If stations have incorrect or improperly merged MAC Addresses, please contact Support for assistance.
4. Check to make sure that the station’s Mac Address is not on the Ignored Mac Address List. This list is located at Admin > Advanced > Ignored MAC Addresses in your LabStats portal
   • This is especially important if your station is a Virtual Machine.
5. Navigate to C:\ProgramData\LabStats and open the CustomerSettings.config and ServerSettings.config files in a text editor like Notepad
   • On the third line of each will be your CustomerID and your CheckinServer values. Make sure they match the values located in your LabStats portal located at Admin > Client Installation.
   • If either value is incorrect or all zeros, the client will need to be uninstalled and reinstalled with the correct values.
6. If the station is still not checking in, contact LabStats Support.

For Mac (MacOS):

1. Navigate to \library\application support\LabStatsGo and open the host.txt file.
   • The first two lines of this file will be your CheckinServer address and the CustomerUid. Make sure those values match what is shown in your LabStats portal located at Admin > Client Installation.
   • If those values are blank or all zeros, you might need to fully uninstall the client and then reinstall to successfully add those values. You can use our uninstall script located here to fully remove the client.
2. Verify the LabStatsGo processes are running in Process Manager.
   • Something to note is that LabStats does require Rosetta to run. If you have a new machine with Apple Silicon, you may need to install Rosetta before the processes will run.
3. Double-check that the station is not checking-in under a different computer.
   • This can be accomplished by searching by Mac Address in the Station Manager. Be sure to format the MAC Address with colons (:) rather than dashes (-), i.e. 5A:68:C3:47:EE:42
   • If stations have incorrect or improperly merged MAC Addresses, please contact Support for assistance.
4. Check to make sure that the station’s Mac Address is not on the Ignored Mac Address List. This list is located at Admin > Advanced > Ignored MAC Addresses in your LabStats portal.
   • This is especially important if your station is a Virtual Machine.

If the station is still not checking in, contact LabStats Support.