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Spector CNE
Administrator's Guide
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Troubleshooting
Various circumstances could cause Spector Client (Client) not to record Snapshots. The following is a guideline to help you troubleshoot the most common problems with Snapshot recording.
Using the Client Settings function, verify that the Client configuration settings for the computer not recording Snapshots are enabled for Snapshots capture.
It is possible that Snapshots are being recorded on the Client but are not being pushed to the Data Vault for review. Try the following methods to verify that the Client is recording Snapshots on the computer, but not pushing them to the Data Vault:
Install the Client on the computer with an install file that includes the standalone Viewer.
Go to the computer and invoke the Viewer using the hotkeys and password. Check for recorded Snapshots in the Snapshots view or the File Management view.
If Snapshots are being recorded locally on the computer but are not being pushed to the Data Vault, review the Troubleshooting section for the Client Service or the Troubleshooting section for the Data Vault.
If the Client was previously recording Snapshots and now no longer records Snapshots, it is possible 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 Web sites continue to be recorded.
If Snapshots are being taken but are displayed as black images or portions of the Snapshots are all black, it is possible the computer's user was running a game or other graphic application that uses the Microsoft Direct X graphic interface, which bypasses the standard Windows display driver. In this case, the area of the screen using Direct X to display graphics will NOT be recorded by the Client and will appear black when viewed.
If Snapshots are being taken but are displayed as all black it is possible a video display driver on the computer does not properly support the ability to convert from color to black & white. This can be fixed by changing the display capture format to a color configuration.
If the Display File Data Size options are not large enough, it is possible the oldest Snapshots could be deleted before they are reviewed. This is not a concern if the Data Vault is being used because Snapshots are moved to the Data Vault almost immediately. If the Data Vault is not being used and Snapshots remain stored on the computer, the storage required for the Snapshots will eventually exceed the maximum size configured for storage and the oldest Snapshots will be deleted to make room for recording new Snapshots.
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:
Windows programs running
Any other information helpful in resolving the problem
