Trouble with Email

If you are having trouble recording email activity, refer to the introduction for general troubleshooting procedures, then continue with some simple steps below.

Simple troubleshooting steps:

Verify that Capture Email Activity is turned on in Email Activity settings.
Application not supported - Spector Pro captures the most popular email programs. However, there are email programs that Spector Pro does not record, including some webmail applications (web-based email programs). If this is the case, you can still see snapshots of these conversations, but you cannot read the email from the Email Activity event window.
Reboot the computer - In many cases, simply rebooting the computer causes Spector Pro to resume recording email activity. Try this to see if the problem is eliminated.
Check for Spector Pro Updates - SpectorSoft actively monitors changes and updates to all email programs that Spector Pro supports. If a change has been made to one of these programs that adversely effects the recording of email activity, SpectorSoft makes the appropriate changes to its products. These changes are incorporated into a maintenance release and are available to you for free. To access any new updates, select Help > Check for Updates from the menu bar.

Corrupt Data Files

Data files that store email conversations can, on occasion, be corrupted. To remedy this problem, delete the email data files.

To delete email files:

Select Data > Show Data Files from the menu bar. Look for rows in which the Type is Email.

Click to select a row.
Click the Delete button on the tool bar. A warning appears asking if you want to delete the selected file. Click Yes to delete it, or No to cancel. If you select Yes, the file is deleted.
Restart your computer and test email capture.

This deletes all recorded email conversations. Backup any conversations you wish to keep before deleting the files.

Using Another Monitoring Product

SpectorSoft has found that problems may arise on occasion when SpectorSoft products are used in conjunction with other monitoring products. If this happens, uninstall the other monitoring product to determine if the problems are resolved.

Knowledge Base Articles

Access the relevant Knowledge Base articles by clicking here and selecting the category Email at the left.

When All Else Fails . . .

If, after completing all of the suggestions listed above, you are still unable to capture email conversations, contact Technical Support.

Be sure to provide the following information to Tech Support:

Email program(s) - Identify which program(s) is not being captured.
Email version - The version of each email program giving you trouble. Select Help > About in the menu bar of the email program to find this information.
Web-based email - If it is this kind of account, send the URL (web address) account, along with the version of the web browser you are using.
Windows version - What operating system and version do you have? Click Start > Control Panel > System to find this information.
Spector Pro version and build information - Select Help > About in Spector Pro to find this information.
Any additional information you think will be helpful.

Next you will review Trouble with Keystrokes.