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Spector CNE
Administrator's Guide
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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.
Verify that the Client Settings for the computer not recording Chat/IM are enabled for Chat/IM capture. See Chat/IM Settings.
The Client records 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 the Client. Verify that the conversation you are expecting to record is a supported Chat/IM type. 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.
If the Chat or 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 use the “high-level” method for its recording for the particular Chat/IM interface in the Client Settings. See Chat/IM Settings.
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 being 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 Client Settings have changed.
If you are still unable to resume recording of the Chat/IM interface, contact SpectorSoft.
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. Make sure the Client is still recording Keystrokes Typed and other activities successfully.
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 Chat or Instant Message application not being recorded on the computer
The version of the Chat or Instant Message application not being recorded
Any other information helpful in resolving the problem, especially any special configuration of the Chat/IM application
