My clients are not checking in

If your clients are not checking in, follow the instructions for Windows, macOS, or ChromeOS 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 computer is not checking in under a different listing.
   • This can be accomplished by searching by Mac Address or other unique identifier on the Computer Manager.
   • If computers have incorrect or improperly merged listings, please contact Support for assistance.
4. Check to make sure that the computer’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 computer 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 computer is still not checking in, contact LabStats Support.

macOS Troubleshooting

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.
3. Double-check that the computer is not checking in under a different listing.
   • This can be accomplished by searching by Mac Address or other unique identifier on the Computer Manager.
   • If computers have incorrect or improperly merged listings, please contact Support for assistance.
4. Check to make sure that the computer’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 computer is a Virtual Machine.

ChromeOS Troubleshooting

1. Open your Google Admin portal and verify the LabStats extension is listed and has the correct values.
   • When clicking on the LabStats extension and looking through the options along the right side of the page, verify the “Policy for extensions” section matches what is listed in your LabStats portal under Admin > Client Installation > Chrome OS
   • In those same settings, verify the “Installation URL” is set to https://extensions.labstats.com/chromeos/updates.xml
2. Within your Google Admin portal verify what type(s) of extension deployments you set up for the LabStats extension
   • If the extension is set up under Users & Browsers this means specific users are logging in and will be tracked. In this case, verify the user account is also placed at that same OU or lower by navigating to Directory > Users. If a user account that is higher than this OU logs into this Chromebook, it will not get the LabStats extension
   • If the Chromebook is set up as a kiosk or for guest sessions, make sure the extension was set up in the Kiosk or Managed Guest Sessions sections in your Google Admin portal. For both of these options, the Chromebook device would need to be in the matching OU or lower.

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