Chat/IM Troubleshooting
Various circumstances could cause Spector Client (Client) not to record Chat and Instant Message conversations. The following is a guideline to help you troubleshoot the most common problems with Chat/IM recording. If you are unable to get the Client to record Chat/IM 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 monitored computer has restarted, perform a Chat/IM conversation with the application that is NOT being recorded by the Client.
The log file will now need to be retrieved from the computer and sent to SpectorSoft for review. 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 is running on the computer
The Chat or Instant Message application not being recorded on the computer
The version of the Chat or Instant Message application not being recorded
The build of the Client is being 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 the Chat/IM application
Enable Chat/IM Capture
Verify that the Client configuration settings for the computer not recording Chat/IM are enabled for Chat/IM capture.
Chat/IM Type is NOT Supported
Client supports recording of the most popular Chat and Instant Message interfaces. It is possible that you are trying to record a Chat/IM conversation from an interface NOT supported by Client. Verify that Client supports the type of Chat/IM you expect to be recorded. If the computer's user is having Chat/IM conversations through an interface not supported by Client, then the only alternative is to review Keystrokes for one side of the conversation and review Snapshots for the other side.
Missing Chat/IM conversations
If the Chat and Instant Message interface is used for both encrypted and unencrypted conversations during the same Chat session, it is possible that the Client will miss the encrypted conversations when configured for the “auto” method. It will detect an unencrypted conversation first and assume “low-level” method of recording. If the user then changes the Chat/IM application to use encrypted communications, the Client would not record the encrypted conversations because “low-level” capture method is being used.
The solution is to configure the particular Chat/IM interface, which will be used for both encrypted and unencrypted conversations. Always use the “high-level” method for its recording.
No longer recording a particular Chat/IM interface
If the Client was previously recording Chat/IM from AOL, Yahoo, MSN, ICQ, or IRC, and suddenly stops recording, it is possible that the Chat/IM interface has been upgraded to a version or protocol no longer supported by Client. Verify that other Chat/IM conversations can be recorded using an interface other than the one not recorded. If other Chat/IM interfaces can be recorded, change the Advanced Chat Settings to force either the “low-level” or “high-level” method. The Chat/IM application must be closed and restarted after the Settings have changed.
If you are still unable to resume recording of the Chat/IM interface, contact SpectorSoft.
No longer recording any type of Chat/IM
If the Client was previously recording Chat/IM and no longer records any type of Chat/IM, it is possible the all recording has stopped on the computer. Unless recording has been specifically disabled, there could be other unknown reasons why the Client has stopped recording. Verify if other types of information such as Keystrokes or Snapshots continue to be recorded.