> ## 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: Ubuntu Silent App (XSI) What to check, step by step, when Flowace isn’t tracking or no data is showing. | Item | Details | | ---- | ---- | | App | Ubuntu Silent App (XUS) | | Platform | Ubuntu | | 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 web portal | | Where to find it | Terminal | Use this guide when the Silent App on Ubuntu 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 (Wayland and sync) and then Advanced. --- ### Names to look for The app shows under different names in the apps menu and process lists. Look for any of these. | Where you look | What to look for | | ---- | ---- | | App name | Plugin, PluginHelper, system-plugin | | Process list | Plugin, PluginHelper, plugin-guardian | | Developer / publisher signature | Flowace Technologies Pvt Ltd | --- ### Level 1: Verify it’s installed Goal: confirm the app files are on the computer. * Commands: open Terminal. ``` ls -l ~/.local/plugin/Plugin.AppImage ls -l /usr/share/plugin/clientInfo.json ``` ||| 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. * Commands (Terminal): ``` ps aux | grep -i plugin ``` Should show Plugin.AppImage / plugin-guardian. ``` systemctl status plugin-guardian ``` Should say **active (running).** The guardian restarts the app on its own. If it’s dead, restart the service (see 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 support@flowace.ai. | | 3 | The app keeps retrying on its own about every 60 seconds. Once the mapping is done, data starts flowing. No reinstall is needed. | ||| Rule for the Silent App: Installed + running + correct clientInfo.json + mapped in the web portal = data will come. Miss any one and you get nothing. --- ### Level 4: Display type, Wayland and data sync Reach here only if it’s installed, running, and mapped, but data is still thin or missing. **Ubuntu display and Wayland** * Some Ubuntu machines use **Wayland**. On those, after install the user must **log out of Ubuntu and log back in once** to activate window tracking. * Check which display server is in use (Terminal): ``` echo $XDG_SESSION_TYPE ``` Prints wayland or x11. * Wayland window-title tracking needs **GNOME 45–48**. Check the version: ``` gnome-shell --version ``` * On older GNOME (for example Ubuntu 22.04 with GNOME 42), Wayland tracking is limited. Write to support@flowace.ai. **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.log cat /var/log/plugin/guardian.log ``` **Force a restart** ``` sudo systemctl restart plugin-guardian ``` * When in doubt, **restart the computer**. The app is set to start automatically on restart. **Reinstall (last resort)** Uninstall first, then run the install again from the Installation Guide. ``` sudo bash ~/.local/plugin/uninstall.sh ``` **When to write to support** Write to support@flowace.ai with the logs, your workspace address and the Ubuntu version if: * Data still doesn’t appear after mapping and the checks above pass. * The install or uninstall command errors out and re-running doesn’t help. * The machine is on an older or unsupported Ubuntu / GNOME version. --- ### 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 ~/.local/plugin/Plugin.AppImage -rwxr-xr-x 1 user user 182000000 … Plugin.AppImage ``` **Good:** A line that starts with **-rwx** means it’s installed and runnable. The x means executable. ``` $ ls -l ~/.local/plugin/Plugin.AppImagels: cannot access …: No such file or directory ``` **Not good:** It’s not installed. If the file exists but has **no x** (it shows -rw-r--r--), make it runnable with the command below. ``` chmod +x ~/.local/plugin/Plugin.AppImage ``` **Is it running?** ``` $ ps aux | grep -i pluginuser 4521 2.1 1.3 … /home/user/.local/plugin/Plugin.AppImage user 4600 0.0 0.0 … grep --color=auto -i plugin ``` **Good:** The first line, with Plugin.AppImage, means it’s **running**. Ignore the last line. That’s just your search command showing itself. ``` $ ps aux | grep -i plugin user 4600 0.0 0.0 … grep --color=auto -i plugin ``` **Not good:** Only the grep line and nothing else means it’s not running. ``` $ systemctl status plugin-guardian ● plugin-guardian.service - Flowace guardian Active: active (running) since … ``` **Good:** **active (running)** is good. ``` $ systemctl status plugin-guardian Active: inactive (dead) ``` **Not good:** **inactive (dead)** means it’s stopped. Restart it (see Advanced). “Unit … could not be found” means it’s not installed. Press **q** to exit the screen. **Display type and GNOME version** ``` $ echo $XDG_SESSION_TYPE wayland ``` This machine uses **Wayland**. The “log out and back in once” step is required, and it needs GNOME 45–48. If it prints x11, no Wayland steps are needed. ``` $ gnome-shell --version GNOME Shell 46.0 ``` **Good:** 46 is within 45–48, so Wayland tracking works. Below 45 (for example 42.x) it’s limited. Write to support. **Is the device linked to a customer?** ``` $ cat /usr/share/plugin/clientInfo.json ``` Check the customer address inside is correct. A wrong address sends data to the wrong place or nowhere. **Reading logs** Logs are text records of what the app did. Open them and copy the last 20–30 lines to support. ``` $ cat /var/log/plugin.log… [info] activity sent OK … [error] no token -- retrying in 60s ``` **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). --- ### 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 Ubuntu version. --- ### Related articles * [Troubleshooting on Linux/Ubuntu](https://help.flowace.ai/en/article/troubleshooting-flowace-on-ubuntu-1xbmt3n/) **Need more help?** Reach out to and our team will be happy to assist. --- © Flowace Technologies Pvt Ltd | flowace.ai