Screenshots are missing

No screenshots for a person or a day is often correct, not broken. Screenshots need your organization's setting, that person's own consent, and the app in front to allow it, all at once.

Who this is for

Owners and managers reviewing a teammate's captures, and members checking their own record on What We See. What you can check depends on which of those you are.

Steps

1. Check whether your organization captures screenshots at all. On Controls, the Evidence mode panel reads either "Zero-screenshot (graph_only)" or Frames. In Zero-screenshot mode, the text says it plainly: "Screenshots are off, so this org captures zero pixels. Work is proven by typed edges alone." If that's your organization's mode, there is nothing missing. No screenshot is ever taken for anyone, by design.
2. If your organization is in Frames mode, check that the specific person has personally consented. Screenshots are one of the signals that need each person's own consent, separate from your organization turning it on. On What We See, a person sees their own state: "Granted" or "Not granted", next to "Your organization has this turned on" or "Your organization isn't capturing this." With no consent given yet, no screenshots are taken of that person at all, even though the organization's setting is on. This is common for someone who hasn't visited that page yet.
3. Check whether the app that was in the foreground is marked Private with Skip capture as its mode, on App categories. That combination takes no screenshot at all while the app is in front: "No screenshot is taken while this app is in front. Time still counts from activity." The other two private modes still take a screenshot, just not a plain one: Employee-hold: blur + release keeps a blurred image the person can unblur later, and Blur only: no release keeps a blurred image permanently.
4. On the Mac itself, confirm Screen Recording is granted in System Settings → Privacy & Security. Without it, the screenshot step is skipped entirely. The agent keeps reporting everything else, but never a screenshot. If you just granted it, quit WorkMonitor from the menu-bar icon and reopen it; Screen Recording only takes effect after a relaunch.
5. Open the person's Screenshots page for the day in question. An empty day there reads "No screenshots on this day" with "Nothing was captured for this member on the selected day. Try another date." Confirm you're on the day you think you're on.

What happens next

Once the organization's setting, the person's consent, and the app's privacy mode all allow it, screenshots appear on that person's Screenshots page as soon as they're captured. There's nothing separate to turn on to make them show up.

A capture from a private app still shows up, just not as a plain image: a reviewer sees it labeled Private app and blurred, and can never see the real pixels while it's held. The person it's of sees the same blurred image with a Private · held cover and an Unblur & release button. Releasing it shows the real image to the company going forward, and shows a "Screenshot released" confirmation.

If it doesn't work

• If the page shows "Couldn't load screenshots," that's a loading failure, not an empty day. Retry it.
• If it shows "Screenshots are restricted" with "You don't have access to this member's screenshots. Ask an owner if you need review access," that's a permissions issue, not a data issue. Ask an owner.
• A screenshot that failed to send during a brief connection drop is not retried afterwards. The agent buffers other activity, but a missed screenshot is simply gone rather than sent late. A short gap around a known offline moment is expected.
• If none of the above explains a gap, ask an admin to confirm the organization's screenshot setting and that person's consent state together. Either one being off is enough to explain it.

Related

• No activity is showing
• The agent isn't connecting