Support

Something wrong? Start here.

Most desktop problems are one of six things, and the app can usually explain itself better than a description can. Try the list below before writing — and when you do write, send the diagnostic bundle with it.

How to get help

01Send the diagnostic bundleThe app can collect its own logs. It redacts tokens, secrets and addresses first, shows you the bundle before it goes anywhere, and lets you choose where to save it — nothing is uploaded on its own. Attach that to your message and most problems are answered on the first reply rather than the fourth.
In the app: Settings → Diagnostics.
02Email usFor anything the diagnostic bundle explains, and for anything it does not. Include the version from Settings → About, your operating system, and what you were doing when it happened.
support@livezentech.com03Talk to somebodyMonday to Friday, 9:00–17:00 Sri Lanka time (GMT+5:30). Quicker than email when something is stopping work rather than merely annoying.
+94 11 419 192904Ask your own administrator firstThe desktop app signs in to your organisation’s own WorkSuite server. Sign-in problems, permissions, missing apps and revoked devices are decided there, not here — whoever administers your installation can fix those in minutes.
Your WorkSuite administrator.

The things that actually go wrong

It will not open on macOS, or macOS says it cannot be checked: That is Gatekeeper refusing an unsigned build, not a broken download. Until signed releases are published, a build made on another machine will be refused on yours. Use WorkSuite in the browser meanwhile.
Windows warns about the publisher: SmartScreen does this for any installer it has not seen signed before. The same fix applies: wait for the signed release rather than clicking past the warning, which is advice worth taking for any installer, not only ours.
On Linux it says the session will not be kept: The app puts refresh and device tokens in the OS credential store — Keychain, DPAPI, or Secret Service. On a Linux machine with no keyring running, Electron would fall back to a fixed key, so the app writes nothing at all, keeps the session in memory, and tells you. Start a keyring, or expect to sign in again after a restart.
It says this device has been revoked: An administrator has cut this installation off — usually because the machine was lost or replaced. It is deliberate, it is immediate, and only your administrator can undo it. Signing in again will not.
It cannot reach my server: Packaged builds accept HTTPS addresses only; a plain http:// address works in a development build and nowhere else. Check the address with your administrator, and that the server is one that offers the desktop API.
Notifications do not appear: The app hides notification content entirely while it is locked, which is the usual answer. An unsigned macOS build is the other one: an ad-hoc build is never registered for notifications, so macOS will not draw its banners or its Dock badge.

What it needs

And one thing it needs that is not a machine: a WorkSuite server that offers the desktop API, and an account on it. The app is a client — it is not a service of its own, and it cannot be used without an installation to sign in to.

Version 0.2.37

macOSmacOS 12.0 or laterUniversal — Apple silicon and Intel.dmg, .zip and .pkg

WindowsWindows 10 22H2 or later64-bit.exe installer and .msi for deployment

Linuxlibsecret, libnotify, nss64-bit and ARM64.AppImage, .deb and .rpm

Still stuck? Write to us.

Include the version, your operating system, and the diagnostic bundle. It is redacted before it leaves your machine and you get to look at it first.

support@livezentech.com Back to the download

Looking for help with WorkSuite itself rather than the desktop app? The documentation covers all of it, module by module.