Sharing Information with Technical Support

If you have a problem that requires the help of SpectorSoft engineers, it may be beneficial to share various types of information with them, at their request. Spector Pro is designed to make this a very simple process for you.

Engineers may ask you to:

Share the log file.

Send your settings configuration.

 

Engineers may also ask you to:

Restore default settings.

Sharing the Log File

If the nature of your problem requires that Technical Support view your log files, they will ask you to send them. But first, you need to capture more of the data that will help solve your problem.

To capture more relevant data:

  1. Open the Settings window.

  2. Locate Configure security under Security in the Navigate pane at left.

  3. Click to open the Configure Security pane at right.

  4. Click Advanced. A warning appears reminding you that changing advanced settings could have an adverse effect on Spector Pro's ability to record. Click Yes to proceed. The Advanced window opens.

  5. Click Yes to open the window. The Advanced Settings window opens.

  1. Enable Log File - By default, this is checked.

  2. Log File Detail Level - Use the up arrow to raise the level to 1. This ensures that as much logging information as possible is recorded.

  3. Click Configure Logfile. The Log File window opens. Click the appropriate activities, as advised by Technical Support. This increases data collection only for a specific component(s, as needed.

  4. Click OK to accept the changes you have made. The Log File window closes.

  5. Click OK to accept the changes you have made. The Advanced Settings window closes.

  6. Click OK to save the changes you have made. The Settings window closes.

New settings are not activated until you click OK on the Settings window. If you click Cancel, none of the changes entered will take effect.

 

  1. Restart your computer.

  2. Try to recreate the problem (e.g., participate in some chat / IM sessions, type some keystrokes, or send a couple of test emails, depending on what the problem is), or wait until the person you are monitoring recreates the activity.

To send the log file:

  1. Select Help > Technical Support Diagnostics > Send Log File on the menu bar. The Send Log File window opens.

  1. Enter the password given to you by Technical Support at the bottom of the window.

  2. Click OK and the log file is sent.

Sharing and Restoring Settings

If you have altered one or more settings and Technical Support believes that this may be the source of your trouble, they will ask you to send your settings configuration, and possibly restore the default settings.

To share your settings configuration:

  1. Select Help > Technical Support Diagnostics > Send Settings Configuration from the menu bar. The settings are sent.

To restore the default settings:

This procedure recreates the settings as they were when you purchased Spector Pro. It does not remove a keyword list that you may have created. To restore settings:

  1. Select Help > Technical Support Diagnostics > Restore Default Settings on the menu bar. The following message appears:

  1. Click Yes to restore the settings to how they were when you purchased Spector Pro, or No to leave them as they currently are.

If you select Yes, the following message appears:

  1. Click OK to close the window.

Next you will review Checking for Updates.

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