Email Troubleshooting
Various circumstances could cause Spector Client (Client) to not record email. The following is a guideline to help you troubleshoot the most common problems with email recording. If you are unable to get the Client to record email 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, attempt to access the email interface 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 running on the computer
The email interface not being recorded on the computer
The version of the email interface 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
Enable Email Capture
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.
Email Type is NOT Supported
Client supports recording of a finite set of email types. Verify that Client supports the type of email you expect to be recorded. 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.
No Longer recording Web email
If the Client was previously recording email and suddenly stops recording from a specific Web email 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 sites.
No longer recording AOL email
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.
No longer recording any type of email
If the Client was previously recording email and no longer records any email, it is possible that 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 on the computer. Verify if other types of information like Keystrokes or Snapshots continue to be recorded.
Does not record MS Exchange email
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.