General Troubleshooting Guide

Improper recording by SpectorSoft products can result when there are underlying Windows issues on the computer where the program is installed. In order for proper recording to be restored, it will be necessary to correct the underlying issue.

The information presented in this guide should be used as general troubleshooting measures to be taken to ensure that Windows is operating properly.

Below are some examples of improper recording in SpectorSoft products:

• Partial or total lack of keystroke recording
• Supported incoming and outgoing Email not being recorded
• Both sides of supported Chat conversations not being recorded
• Recording only at random times

1. Update Spector Pro to the latest available release

• Establish an internet connection
• Open Spector Pro using your hotkeys
• Click Help in the upper left-hand corner of the Spector Pro tool bar (next to Window)
• Click Check for Updates
• If there is a later release of the Spector Pro software available, you will be presented with instructions for downloading. Follow these instructions to install the latest release of the program.

2. Update the definition files for your antivirus program

It is important to always have the most up-to-date files for an antivirus program when scanning the computer for viruses and other such malicious files. If the files are not updated, the antivirus program will not be able to detect any recent files which may have infected the computer. The changes caused by these files could have adverse effects on the recording of data by SpectorSoft products.

There are a large number of antivirus programs currently available. The method by which to update the files varies by manufacturer. Consult your antivirus Help files for more information about updating these files.

3. MSCONFIG utility

The msconfig utility can be used to diagnose program conflicts on a computer. It provides a number of different options for system configuration and diagnosis of system issues. The Startup tab is of particular significance, as it lists all of the programs which start when the computer is started.

To start the msconfig utility:

Windows 98, Windows ME, and Windows XP:

• From the Desktop, click Start and select Run
• Type MSCONFIG in the Open box and Press OK or Enter
• Select the Startup tab and review all checked items.
• A search on the website www.google.com can help describe any items that appear questionable.
• Uncheck any items not required for your computers operation. Restart your computer and test the SpectorSoft product for successful operation.

Windows 2000

• The msconfig utility was not included with Windows 2000. However, a Windows 2000 compatible version can be downloaded from the following link: http://www2.whidbey.com/djdenham/Msconfig.htm
• Follow the instructions given above for Windows 98, ME, and XP.

4. Download an ad-ware removal program

In today's internet environment there are a number of programs that when downloaded and installed to a computer, place files or programs known as adware or marketing spyware on that computer. These files will then run automatically when the computer is used, consuming system resources in the process. Some of these programs record information such as the websites you visit, and then send that information back to the company which created the program.

There are a number of articles about these types of programs on the internet and how to remove them from a computer. There are also some programs designed to specifically identify and remove such files and programs from a computer. One such program is called SpyBot. It can be found at the following web page: http://security.kolla.de/

While SpectorSoft does not support a third-party program such as SpyBot, many of our customers have used it in the past to successfully remove adware and marketing spyware from computers. Once the files have been removed, test the SpectorSoft program again for proper recording.

5. Windows Update

It is also important to always have the most up-to-date Windows service packs and fixes installed, please find and run Windows Update from your Start menu and insure all available updates and service packs are installed.