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Troubleshooting
Various circumstances could cause Spector Client to not record email. Use the following to help you troubleshoot the most common problems with email recording.
Verify that the Client configuration settings for the computer not recording email are enabled for email capture and are enabled for the type of email you expect to be captured.
The Client supports recording of a finite set of email types. Verify that Client supports the email type. If the computer's user is accessing email through a type not supported by Client, then the only alternative is to review Keystrokes for sent email and Snapshots for email being read. See Email Not Recorded.
If the Client was previously recording web email and suddenly stops recording from a specific Webmail site like Yahoo, it is possible the Web email site has changed their signature and Client no longer recognizes the site. SpectorSoft periodically provides a new signature file to support Web email changes. The Primary Server should automatically download this signature file and the computers should update automatically when the signature file is made available.
If the Client has never recorded the Web email site from which you expect to have email, verify that the Web email site is on the list of supported webmail sites.
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Blocking a user's Internet access can interfere with email and prevent email recording. Check your blocking settings. |
If the Client was previously recording email from AOL and suddenly stops recording, it is possible the AOL interface has been upgraded to a version no longer supported by Client. SpectorSoft periodically provides a new signature file to support AOL email changes. The Primary Server should download this signature file automatically and the computers should be automatically updated when the signature file is made available.
If the Client has never recorded AOL email and you expect that it should have, verify that the interface used to access the AOL email is one that is supported.
If the Client was previously recording email and no longer records any email, it is possible that all recording has stopped on the computer. Make sure the Client is recording Keystrokes Typed and other activities successfully.
The Client requires that the user is logged into an MS Exchange email account and the user is using MS Outlook 2000 or MS Outlook XP in order to record MS Exchange email. The Client cannot record MS Exchange email if earlier versions of MS Outlook are being used on the computer.
If you are unable to get the Client to record after reviewing this Troubleshooting section, you may need to send your Client log file along with additional information below to SpectorSoft for review. Please include the following information along with the log file:
The email interface (web, Outlook, etc.) not being recorded on the computer
The version of the email interface not being recorded
Any other information helpful in resolving the problem
Check Email Configuration