Alerts Troubleshooting
Various circumstances could cause Spector Client (Client) not to detect and send Keyword Alerts. The following is a guideline to help you troubleshoot the most common problems with Keyword Alerts. If you are unable to get the Client to detect and send Keyword Alerts after reviewing this troubleshooting section, you may need to send your Client log file to SpectorSoft for review.
To retrieve the Client log file you must first enable it.
After the log file has been enabled and the computer has restarted, allow the Client to record for a few minutes and create activity on the computer you expect should generate a keyword alert
Retrieve the log file from the computer. The log file resides in the data file folder configured on the computer. By default, this folder is c:\windows\system32\netext. The file may have different names but it should be the only file in this folder with an .OCX extension
Retrieve the file from the computer using the Administrator C$ share and send it to SpectorSoft. Please include the following information along with the log file:
The version of Windows running on the computer
Any Keyword event entries listed on the toolbar of the Snapshots view
Keyword events that have been recorded and alerts that have been sent
The Alert Server Type that is configured
The build of the Client used. This should be accessible from the Control Center Manage Computers view
Any other information helpful in resolving the problem, especially any special configuration of Alerts
Keywords
Verify there are Keywords listed in the Client configuration settings for the computer not detecting keyword events
Verify they are the correct keywords
Keyword Detection Area
Verify the Send Email Notification option is enabled
Verify the correct MS Exchange folder path is specified when selecting a Server Type of Exchange folder
Verify the correct SMTP server name is specified on the Advanced button when selecting a Server Type of Relay SMTP
Delivery of Exchange Messages
The computer's user must be logged in to MS Exchange in order for the Client to deliver an alert message to the configured public folder. Logging in to MS Exchange is normally automatic when MS Outlook is opened. Verify access to the MS Exchange public folder configured by viewing from within Outlook on the computer.
Delivery of email via Relay SMTP Server
The relay SMTP server would normally be the SMTP server used for receiving external email from the Internet. If you are trying to configure an external SMTP Server, it is possible your network will not allow access to the external SMTP server or the external SMTP server will not allow access to their server from your network. It is typical of commercial ISPs NOT to allow access to their SMTP servers unless the computer is on the ISPs network (Example: AOL, Earthlink, BellSouth, etc.).
Delivery of email via Direct SMTP Server
The SMTP communications port 25 is used to send email to another SMTP server.
Verify that your network does NOT have a firewall blocking communication on this port from the computer
Try configuring an internal email address instead of an external email address and see if Test Email is able to deliver to a local address