Client Installation Issues

Troubleshooting

You can tell if the Client is properly installed from the Manage Computers view.  You should see:

• A certificate icon in the Computer Name column

• A version number in the Recorder column

• A date under License State, and

• A version number under WebMail

If you have tried to install the Client and don't see these indicators, read this section.

Client Recorder is "Pending"

Immediately after you execute a Client Install, the Recorder column indicates the installation is Pending. If you continue to see Pending after the Client reboots (or is manually rebooted) and after time passes, there may be a problem with the installation.   

To troubleshoot the "pending" status:

1. Refresh the view. Make sure the Control Center is updated with the latest information from Clients. In the Manage Computers view, right-click on computer with Pending in the Recorder column and select Refresh.  

2. If the Recorder status is not updated to a version number, delete the install task. Sometimes even after a successful Client installation, the Control Center will continue to report the Client Recorder as Pending, especially on Windows 98/ME computers.  The install Task may have executed successfully, but was not properly deleted after the computer rebooted.

3. In the Manage Computers view, right-click on the computer that has the pending status.

• From the pop-up menu, select All Tasks and Delete Setup Task. The Control Center asks if you are sure you want to delete the task.  

• Click Yes.

• Refresh the view. If the Recorder is not updated to a specific version number, the install task has been deleted and you will need to reinstall the Client.

3. Verify the credentials you used to install the Client.
   When you request a Client Install, you are prompted to enter the username and password for an Administrator-level account. If the credentials aren't valid for the computer you are installing on, the installation will fail. Make sure:

4. The credentials must have Administrator-level privileges on the local Client computer.

5. Use a Domain Administrator account or use an Administrator account that has been defined on the local Client computer.

6. In a domain environment, use the format DOMAIN\USERNAME. If you don't, the task attempts to use a local user with the credentials you enter and will fail (unless such a user exists).

4. Make sure inappropriate credentials aren't being automatically supplied.

5. Right-click the Control Center icon in the left pane and select Properties to open the Control Center Properties box.

6. Click on the Security tab. If "Automatically supply credentials for each install/uninstall task" is checked, verify the User Name and Password.

7. If necessary, use the Edit button to change the username and password, or clear the checkbox so that you will be prompted to supply credentials for each Client install task.

5. Finally, install the Client again, making sure you enter the correct credentials.

Client Recorder is "V0.0 (0000)"

After installation, the Client Service attempts to contact the Primary Server once every minute in order to establish the initial communication and receive the Client software license. When communication is established, the Client version is displayed in the Recorder column. If communication and license verification does NOT occur, the Client will not record. You'll see  V0.0 (0000) in the Recorder column.  The Client software has been installed, but is not communicating with the Client Service.  No recording is taking place.

To troubleshoot "v0.0 (0000)" status:

1. Refresh the view. Make sure the Control Center is updated with the latest information from Clients. In the Manage Computers view, right-click on computer without a recorder and select Refresh.  

2. Make sure the Primary Server is on the network and running.

3. Re-install the Client. In the Manage Computers view, right-click on the computer and select Install Spector Client.  A message will tell you that "Spector is already installed on this computer."

4. Click Yes on the message to continue the installation.

Error in Reserving License

If you receive a message that says "Error in reserving license for [computer]," you need to purchase an additional Client license. Cancel out of the installation task and contact SpectorSoft.

Client Service Not Found

If you are attempting to install the Client and see the error message "The Spector client service cannot be found on computer \\[computer]"  It's possible the service was not properly installed.

To check installation of the Client Service:

1. In the Control Center Manage Computers view, right-click the computer and select Refresh.

2. Verify the Recorder column displays the version number and build number of the Client software. If the Recorder column displays v0.0 (0000) then the Service is not communicating.

3. Right-click the computer, select All Tasks and Diagnostics.

4. In the Diagnostics box, click the Service Check button in the Control Center Diagnostics. A message tells you either that the Spector Client Service is running on the computer or is not found. If it is not found, it is possible the installation was interrupted or was unable to finish, and the Client Service was never installed.

5. Make sure the Client has the proper Windows services to receive a remote installation.

6. In the Diagnostics box, click buttons to perform all Windows Services checks: Registry Check, Admin Check, and Scheduler Check.  

1. If they all check out, there should not be a problem installing remotely. Try the installation again from the Control Center. This time setting a task schedule and allowing 10 or 15 minutes before the installation process begins. After you execute the install, go to the Client computer, open the Control Panel and Scheduled Tasks to verify the task is set. View the computer's C:\TEMP directory and make sure spsetup.exe has been transferred.

2. If there is a problem, install the Client manually at the computer. See Installing at the Client Computer.

Client Install Task Completes, but Client Is Not Installed

If the Client install task completes and a license is reserved, but the Client Recorder status reads "No" under Manage Computers and no activity is recorded, antivirus software may be detecting and preventing the installation. If you are using managed antivirus/antispyware software, you can make changes from the server; if not, make changes at the software installed on the Client computer.

To install the Client  

1. Check the antivirus software to see if activity and files detected have to do with SpectorSoft.

2. Disable antispyware scans while you install the Client on computers. Instructions for disabling various antivirus/anti-spyware are provided in the SpectorSoft Knowledge Base.

3. When the Client has been installed, re-enable antispyware scans.  

4. If the antivirus software continues to detect the Client:
   - Exclude the SpectorSoft "risk" (signature) from detection - OR -
   - Use fixed filenames when installing the Client and exclude those files from scanning.

Refer to instructions provided in the Deployment Guide.