> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.flowace.ai/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Data Not Populating: Mac Silent App (XMS) What to check, step by step, when Flowace isn’t tracking or no data is showing. | Item | Details | | ---- | ---- | | App | Mac Silent App (XMS) | | Platform | macOS | | Visible to the user | No. The Silent App runs silently and is deployed by IT. | | Linked by | The device is mapped to an employee in the Flowace dashboard. | | Where to find it | Terminal, System Settings › Privacy & Security | Use this guide when the Silent App on a Mac isn’t tracking, or no data is showing. Work top to bottom: check that the app is installed, then running, then mapped to a user. Most issues are fixed by Level 3. --- ### Start here: three questions Ask these three questions, in this order. | Question | Go to | | ---- | ---- | | Is it installed? | Level 1 | | Is it running? | Level 2 | | Is the device mapped to a user? | Level 3 | If all three are yes but there is still no data, go to Level 4 (permissions and sync) and then Advanced. --- ### Names to look for The app shows under different names in Activity Monitor, Login Items and process lists. Look for any of these. | Where you look | What to look for | | ---- | ---- | | App name | Plugin, PluginHelper, system-plugin | | Activity Monitor / process list | Plugin, PluginHelper, plugin-guardian | | Login Items / “Allow in the Background” | PluginHelper, and the publisher Flowace Technologies Pvt Ltd | | Developer / publisher signature | Flowace Technologies Pvt Ltd | --- ### Level 1: Verify it’s installed Goal: confirm the app files are on the computer. * **Easy way:** open **Activity Monitor** (press ⌘+Space, type “Activity Monitor”), then search **Plugin.** * **Commands:** Open the **Terminal app**, paste the command, then press Enter. ``` ls -l /Applications/Plugin.app ls -l /Applications/PluginHelper.app ls -l "/Library/Application Support/Plugin/clientInfo.json" ``` If all three exist, it’s installed and linked to a customer. ||| If app is not installed: Install it first (see the Installation Guide). Don’t go further until the files are present. --- ### Level 2: Verify it’s running Installed isn’t the same as running. Confirm the app is active right now. * **Easy way: Activity Monitor** › search **Plugin**. You should see **Plugin** and **PluginHelper**. * **Commands (Terminal):** ``` pgrep -lf Plugin ``` Should list Plugin and PluginHelper. ``` sudo launchctl list | grep -i plugin ``` Confirms the background keep-alive. It asks for an admin password. * PluginHelper restarts the app within about 60 seconds if it stops. If it keeps showing as not running, go to Advanced. ||| If it’s installed but won’t stay running: The quickest first fix is to restart the computer once. The app is set to start automatically on boot. --- ### Level 3: Verify the device is mapped to a user This is the most common reason for “no data” when the app is installed and running. The Silent App never asks for a login. Instead, the device must be **mapped (linked) to an employee** in the Flowace dashboard. **No mapping means the app runs fine but no data appears.** | Step | **What to do** | | ---- | ---- | | 1 | First confirm the device points at the right customer. Check the company-link file (command below). Confirm the customer address inside, for example acme.flowace.in, is correct. A wrong address sends data to the wrong place or nowhere. | | 2 | Open your Flowace dashboard and check the device is mapped to a user. If it’s unmapped, complete the mapping there, or write to . | | 3 | The app keeps retrying on its own about every 60 seconds. Once the mapping is done, data starts flowing. No reinstall is needed. | ``` cat "/Library/Application Support/Plugin/clientInfo.json" ``` ||| Rule for the Silent App: Installed + running + correct clientInfo.json + mapped on web portal = data will come. Miss any one and you get nothing. --- ### Level 4: Permissions and data sync Reach here only if it’s installed, running, and logged in, but data is still thin or missing. **Mac permissions** If permissions are off, Flowace records empty “No Permission” entries instead of real activity. * Go to **System Settings › Privacy & Security** and confirm these are ON for the app (Flowace): * **Screen Recording** (if listed) * **Accessibility** * **Input Monitoring** (if listed) * You can re-trigger the prompt. In the **Grant Required Permissions** box, click **Quit & Reopen Flowace** after turning the switches on. **Confirm data is syncing** * Leave the computer on and in use for about 5 minutes. * Open your Flowace dashboard and find the user. * You should see fresh activity and screenshots arriving. * Still nothing after 5 minutes? Re-check the mapping and clientInfo.json (Level 3), then move to Advanced. --- ### Advanced: logs, restart, reinstall and support When the basic levels didn’t fix it. Share the log output with support when you write in. **Read the logs** ``` cat /var/log/plugin-installer.log cat /var/log/plugin-updater.log cat /tmp/PluginHelper.log ``` **Force a restart** ``` sudo launchctl kickstart -k system/com.flowace.PluginHelper ``` Restarts. It brings the app back. * When in doubt, reboot the computer. The app is set to start automatically on boot. **Reinstall (last resort)** Uninstall first, then run the install again from the Installation Guide. ``` sudo bash "/Library/Application Support/Plugin/uninstall.sh" ``` * Uninstalling does not remove the Privacy & Security permissions. If you’re reinstalling clean, clear them by hand in System Settings. **Known Silent App error** **“Bootstrap failed: 5: Input/output error”** during install: re-run the installer. It clears the old registration first. **When to write to support** Write to with the logs, your workspace address and the macOS version if: * Data still doesn’t appear after mapping and permissions are confirmed on. * The install or uninstall command errors out and re-running doesn’t help. * You see repeated “No Permission” entries on the dashboard that won’t clear after fixing permissions. --- ### Reading command output: what good and bad look like Match what you see to the examples. **Copy a command, paste it into the Terminal app, press Enter.** A line starting with $ is what you type. The lines under it are what the computer prints back. **Is it installed?** ``` $ ls -l /Applications/Plugin.app$ ls -l /Applications/PluginHelper.app ``` If both print a line, the Silent App is installed. **Is it running?** ``` $ pgrep -lf Plugin2201 /Applications/Plugin.app/Contents/MacOS/Plugin 2202 /Applications/PluginHelper.app/Contents/MacOS/PluginHelper ``` **Good:** Two lines mean both Plugin and PluginHelper are running. Nothing printed means it’s not running. ``` $ sudo launchctl list | grep -i plugin … com.flowace.PluginHelper ``` **Good:** A line ending in com.flowace.PluginHelper means the keep-alive is set up. **Is the device linked to a customer?** ``` $ cat "/Library/Application Support/Plugin/clientInfo.json"{"origin":"https://acme.flowace.in"} ``` **Good:** You can read the customer’s address, so the device points at the right company. Check the address is correct. ``` $ cat "/Library/Application Support/Plugin/clientInfo.json"cat: …: No such file or directory ``` **Not good:** The file is missing, so the app isn’t installed or linked. If the address inside is wrong, data goes nowhere. Reinstall with the right -o address. **Reading logs** Logs are text records of what the app did. Open them and copy the last 20–30 lines to support. * **sent OK** lines mean data is uploading fine. * **no token / retrying** means the device isn’t mapped to a user yet. Fix the mapping (Level 3). * **No Permission** means a Mac permission is off (Level 4). --- ### FAQs * **Why is there no login screen?** The Silent App never asks for a login. The device is mapped to an employee in the Flowace dashboard instead. * **I fixed the mapping. Do I need to reinstall?** No. The app retries on its own about every 60 seconds, so data starts flowing once the mapping is done. * **How long until data shows after a fix?** Leave the computer on and in use for about 5 minutes, then check your Flowace dashboard. * **What should I send to support?** The logs, your workspace address and the macOS version. --- ### Related articles * [Troubleshooting Flowace on Mac](https://help.flowace.ai/en/article/troubleshooting-flowace-on-mac-1n9yj3s/) **Need more help?** Reach out to and our team will be happy to assist. --- © Flowace Technologies Pvt Ltd | flowace.ai