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Client Troubleshooting
If the Client is successfully installed but not recording as you expect:
Check the Client
requirements.
If a computer is not running Windows services, tasks may not be executing
as expected.
Become familiar with the Client
Settings.
An accidental setting can interfere with recording. For example, if
Internet access has been blocked on a computer, there will be no email,
web surfing, or chat/IM recordings available for that computer.
Read the Troubleshooting topics in this Help section for different types of recording issues.
Consult the online Knowledge Base (requires your Serial Number).
If you are ready to contact Technical Support, have the following information about the Client available:
Windows
Version
The operating system and version running on the Client computer. This
is available from My Computer Properties
Client
Recorder Version
Select the Control Center's Manage
Computers view and look in the "Recorder" column
for the computer in question
Log
File
SpectorSoft Technical Support may request that you send the
Client log
file. SpectorSoft may ask you to send this log file to (see
below) to assist in solving the problem.
Additional
Information
The Troubleshooting Help topics for each type of recording will give
you a list of other information to send.
Many times trouble with Client recording has to do with antivirus or anti-spyware software detecting and quarantining or removing the Client software files. Although SpectorSoft continually improves and updates the Client stealth so it will not be detected, software vendors also continually update their "risks." Refer to the Spector 360 Deployment Guide for proactive solutions that exclude SpectorSoft from scans and prevent detection from happening in the future. Consult the Knowledge Base for specific instructions in adjusting settings in major antivirus / anti-spyware packages, such as McAfee and Symantec.
The Client log file is normally set to
the lowest setting to save space on the Client computer. To
provide SpectorSoft Technical Support with the best information, increase
the log file detail level.
To set the log file level higher
Select the computer in the Configure Computers view of the Control Center, right-click and select Client Settings.
From the left pane of the Settings box, select Security.
Click the Advanced button and respond Yes to the warning message that appears to display the Advanced options.
On the Advanced box, make sure "Enable Log File" is checked, and click the up-arrow button next to "Log File Detail Level" until it is set to 2.
Click OK to close the Advanced box and OK again to close the Settings box.
Click Yes to reinitialize the Spector Client Recorder on the computer. When the Client computer restarts, the new log file detail level will be in effect.
Once the Client has restarted, try to recreate the situation that caused the problem.
Note: Be sure to read the Troubleshooting topics on each type of activity recording in this Help!
If You Contact Support