Troubleshoot the desktop app
Fix a computer that isn't sending usage, sign-in problems, Keychain prompts, and update notices in the Tokenize app.
Most problems come down to three things: the computer isn't signed in, it can't reach Tokenize, or a key was revoked. Start with the status check, then find your symptom below.
Check the device first
Run the status command as the person who uses the computer.
- Mac (Terminal):
transcript-shipper status - Windows (PowerShell):
& "$env:ProgramFiles\PalindromeLabs\transcript-shipper.exe" status
If OrgId or APIKey shows "(none)", the computer isn't enrolled. Sign in as described in Install Tokenize on your computer.
The log shows what each cycle did:
- Mac:
~/Library/Logs/TranscriptShipper/shipper.log - Windows:
%LOCALAPPDATA%\dev.palindromelabs.transcript-shipper\Logs\shipper.log
| Log line | What it means |
|---|---|
| "not enrolled yet (no OrgId/APIKey provisioned), skipping cycle" | The computer isn't signed in. |
| "quarantined until … skipping cycle" | Tokenize rejected the device key, usually because it was revoked. The app pauses uploads. Sign in again to get a new key. |
Sign-in problems
| Message | Fix |
|---|---|
| "run `transcript-shipper login` as the logged-in user, not with sudo" | Run the command without sudo. |
| "timed out waiting for browser login" | You have 5 minutes to finish in the browser. Run the command again. |
command not found: transcript-shipper (Mac) | Open a new Terminal window and try again. If it still fails, run /Applications/Tokenize.app/Contents/MacOS/transcript-shipper login. |
| "aborted" | You didn't answer y at the prompt. Run it again and type y. |
The computer is signed in but no data shows up
- Wait a few minutes. Uploads run every few minutes, and sessions still in progress show up shortly after they finish.
- Start a new session. Claude Code sessions that were already open when you signed in may not send live data until you start a new one.
- Check the network. Firewalls and proxies must allow HTTPS to:
ingest.otel.tokenizehq.comon ports 443 and 4318 (usage uploads)api.dashboard.tokenizehq.com(settings and enrollment)clerk.tokenizehq.com(sign-in)app.tokenizehq.com(installer downloads)updates.tokenizehq.comandupdates.palindromelabs.ai(app updates)
- Windows: confirm the Scheduled Task exists with
schtasks /Query /TN dev.palindromelabs.transcript-shipper. See Deploy on Windows.
If your workspace is still empty, see Your dashboard is empty.
Working offline
You don't lose data when a computer is offline or can't reach Tokenize. The app keeps the activity and uploads it once the connection is back.
The menu bar app
The Tokenize menu bar app (tray app on Windows) is hidden by default. It still runs in the background and keeps Tokenize up to date. To show it on one Mac, run this, then quit and reopen Tokenize:
defaults write dev.palindromelabs.palbar ShowMenuBarIcon -bool true
To show it across a fleet of Macs, push ShowMenuBarIcon set to true in a configuration profile for the dev.palindromelabs.palbar preference domain. On Windows, see Deploy on Windows.
Signing in from the app
If the computer isn't enrolled, the app shows a Sign in button. Click it and finish in your browser. While it waits, the button reads Waiting for browser sign-in…. If something goes wrong, you see a message and a Try again button:
- "Sign-in timed out. Try again."
- "Sign-in did not complete. Try again."
- "Sign-in completed, but Tokenize could not confirm enrollment."
Local usage only means the app couldn't confirm the sign-in status. It shows usage from local logs in the meantime. During an update it says "Tokenize is updating." If it says your shipper may need an update, install the latest version.
Claude usage limits and Keychain
If the Claude card says "Live usage is unavailable. Showing transcript fallback data.", click Refresh Claude Access. On Mac, a Keychain dialog asks to let Tokenize read Claude Code's sign-in. Choose Always Allow so it doesn't ask again. If that doesn't fix it, open Claude Code and sign in again. Tokenize never changes Claude Code's sign-in.
The Team instructions for Claude section syncs your team's instructions to Claude desktop. When it says Needs your OK, click Continue and allow the Keychain prompt.
Claude Code web status
The Claude Code web line shows collection of Claude Code cloud sessions. Upload pending means sessions are waiting to be sent and will go on a later cycle. Sign in to Claude Code and Open Claude Code to renew access mean the Claude Code login is missing or expired.
Update notices
On Mac, the app posts a notification when it can't update itself:
| Notice | What to do |
|---|---|
| "Tokenize can't check for updates" / "This device's sign-in was rejected. Open Tokenize and sign in again." | The device key was revoked. Sign in again. |
| "Tokenize can't check for updates" / "This device is no longer updating itself." | Install the latest version. |
| "Tokenize couldn't install an update" | Install the latest version. |
| "Tokenize can't download an update" | Check the network, then install the latest version. |
These notices link to app.palindromelabs.ai/download/shipper, Tokenize's former address. You can get the same installer from https://app.tokenizehq.com/download/shipper.