Spector Professional Edition

 

The following are the most common and the easiest to resolve support requests. Please refer to our Knowledge Base for an extensive FAQ and answers to many other technical issues.



Will my anti-virus or anti-spyware software interfere with the download and installation of Spector Pro?

To avoid conflicts, you should always download the latest release of Spector Pro.

When downloading and installing Spector Pro, it is possible that your anti-virus or anti-spyware software will block the ability to download or run the Spector Pro installation.To resolve this conflict, disable your anti-virus or anti-spyware software to allow for the download and install of Spector Pro. Most anti-virus and anti-spyware programs can be temporarily disabled by selecting the program from the system tray or the program group and telling the program to exit or close. Once the anti-virus or anti-spyware is disabled, you will then need to re-download and install Spector Pro.

When the Spector Pro installation has completed, the anti-virus and anti-spyware software should no longer affect the operation of Spector Pro.



Why am I only capturing one side of the chat?

Some SpectorSoft customers have reported only capturing one side of chat conversations. Here is a possible fix for this issue that involves changing settings in Spector Pro:

  1. Open Spector Pro
  2. Click on the “Settings” button.
  3. Click on the Chat/IM Activity tab.
  4. Click on the “Advanced” button and then click “Yes” when the warning window appears.
  5. On the page that follows are items related to chat capture. You will need to change the appropriate chat capture item to “Low-Level.” For instance, if only one half of AIM (AOL Instant Messenger) conversations are being captured, change the “AIM/ICQ Capture” item to “Low-Level”.
  6. Click “OK” to exit the Advanced Chat/IM Settings” window.
  7. Click “OK” again to exit the Spector Pro settings.
  8. Close Spector Pro and restart your computer.



How can I download and install the most recent version of Spector Pro?

If you have your product serial number, you can download and install the currently released version of Spector Pro from the following link: Spector Pro Download



When I select “Help” from within Spector Pro, nothing happens? How do I access the Spector Pro Help manual?

If you are unable to access the online Help manual by selecting the Help menu item from within Spector Pro, it is likely that you have a “pop-up” blocker installed which is causing this problem. If you hold down the CTRL key while selecting the Help menu item, you will be able to access the online Help manual. Alternatively, you can click here for the Help manual.



I have lost my product serial number. How do I recover it?

Refer to the purchase receipt which you received as an email when your product was originally purchased. If you also purchased the CD, the serial number will be on the back of the CD case. If your original purchase receipt is NOT available, click here to Request your Serial Number. You MUST provide your name and the original email address with which you purchased the software. A copy of your purchase receipt will be sent to the original email address your purchase was made with.

NOTE: If the version of the software which you purchased is no longer supported, you will be required to purchase an upgrade to the most recently released version in order to be provided with a serial number for installation.



I have lost my Spector Pro password. What do I do?

Protecting your password is a serious security concern, which is why your password is encrypted in all Spectorsoft products..

Please contact Spectorsoft support for instructions on recovering your password.



Spector Pro is no longer recording any information?

If Spector Pro no longer records ANY information, restart you computer. If Spector Pro is recording some information but not other information (example: It is recording snapshots but not certain email), then refer to the Knowledge Base. If Spector Pro no longer records information after restarting the computer, refer to the General Troubleshooting Guide to insure your computer is in proper working order.



I have a new computer. How do I move my Spector Pro installation to my new computer? Do I need to purchase another license?

The Spector Pro software license agreement allows a user to install on an additional computer, if the new installation is being done to a computer that is replacing the original computer which Spector Pro was installed. The original computer must be taken out of service.

This policy allows customers who are upgrading to newer computers the ability to continue to use their Spector Pro license with their new computer. This transfer of the license from an old computer to a new computer can only be done once. Any installations of a Spector Pro serial number on more than two computers or on 2 or more computers simultaneously, will result in the Spector Pro serial number being disabled and the software being deactivated.

See the FAQ above for information on downloading and installing the software on a computer. Contact Us for questions about licensing.



Spector Pro is no longer responding to my hot-keys?

If Spector Pro does not respond when the hot-keys are typed, restart your computer. If a restart resolves you problem, it is most likely that you have a resource problem or a conflict with another application running in the background. Please follow the General Troubleshooting Guide above or restart your computer daily to insure enough resources are available for your applications and Spector Pro.



Spector Pro only records my Windows login and does not record other Windows users?

Should Spector Pro fail to record all users, please insure you initially installed while logged in as a Windows user who is a member of the Administrators group. You can check whether your login is in the Administrators group by selecting Start, Control Panel and User Accounts. If you did not install with a Windows user account that is an Administrator, then you must uninstall and then reinstall with a user account that is in the Administrator group. If Spector Pro continues to NOT record all users, open Spector Pro, select Settings and Who to Record. Insure that the "Only record the following Windows users" check box is unchecked. Select OK, close Spector Pro, restart your computer and test the recording. Who to Record Users pertains to Windows user login accounts and NOT "screen names" used by other software such as AOL.