Live Screen Is Not Working

Scenario

Manager reports:

"Live Screen is blank."

or:

"I cannot see the employee's second monitor."

Troubleshooting

1. Confirm employee is actively tracking.
2. Check employee's Internet connection.
3. Confirm manager has required access.
4. Confirm the desktop application is running.
5. Ask employee to verify that the OS detects both monitors.
6. Refresh Live Screen.
7. Compare the Live Screen timestamp with current activity.

TeamTrace's May 2026 update introduced dual-screen Live Screen support, allowing administrators/managers to view both screens simultaneously.

Escalation information

Collect:

• Employee
• OS
• TeamTrace desktop version
• Number of monitors
• Monitor connection type
• Live Screen timestamp
• Screenshot of the manager's screen