Client Troubleshooting

If the Client is successfully installed but not recording as you expect:

• Check the Client requirements.
  If a computer is not running Windows services, tasks may not be executing as expected.

• Become familiar with the Client Settings.
  An accidental setting can interfere with recording. For example, if Internet access has been blocked on a computer, there will be no email, web surfing, or chat/IM recordings available for that computer.

• Read the Troubleshooting topics in this Help section for different types of recording issues.

• Consult the online Knowledge Base (requires your Serial Number).

If You Contact Technical Support

If you are ready to contact Technical Support, have the following information about the Client available:

• Windows Version
  The operating system and version running on the Client computer. This is available from My Computer Properties—such as Windows XP Professional, Version 2002, Service Pack 2.

• Client Recorder Version
  Select the Control Center's Manage Computers view and look in the "Recorder" column for the computer in question—such as V6.0(2176). The version 6.0 is followed by the build version in parentheses.

• Log File
  SpectorSoft Technical Support may request that you send the Client log file. SpectorSoft may ask you to send this log file to (see below) to assist in solving the problem.

• Additional Information
  The Troubleshooting Help topics for each type of recording will give you a list of other information to send.

Increase the Log File Detail

The Client log file is normally set to the lowest setting to save space on the Client computer.  To provide SpectorSoft Technical Support with the best information, increase the log file detail level.

To set the log file level higher

1. Select the computer in the Configure Computers view of the Control Center, right-click and select Client Settings.

2. From the left pane of the Settings box, select Security.

3. Click the Advanced button and respond Yes to the warning message that appears to display the Advanced options.

4. On the Advanced box, make sure "Enable Log File" is checked, and click the up-arrow button next to "Log File Detail Level" until it is set to 2.  

5. Click OK to close the Advanced box and OK again to close the Settings box.

6. Click Yes to reinitialize the Spector Client Recorder on the computer.  When the Client computer restarts, the new log file detail level will be in effect.

7. Once the Client has restarted, try to recreate the situation that caused the problem.

Note: Be sure to read the Troubleshooting topics on each type of activity recording in this Help!