| Spector
Professional Frequently Asked Questions
The following are the most common and the easiest to resolve support requests. Please refer to the Spector Pro Knowledge Base for an extensive FAQ and answers to many other technical issues.
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Why am I only capturing one side of the chat?
Some SpectorSoft customers have reported only capturing one side of chat conversations. There is a possible fix to this issue that involves changing settings in SpectorSoft products.
For Spector
Pro, complete the following:
1. Open Spector Pro using your hotkeys and password.
2. Click on the “Settings” button.
3. Click on the Chat/IM 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 “High-Level.” For instance, if only one half
of AIM (AOL Instant Messenger) conversations are being captured,
change the “AIM/ICQ Capture” item to “High-Level”.
6. Click “OK” to exit the “Chat Parameters”
dialog box.
7. Click “OK” again to exit the Spector Pro settings.
8. Close Spector Pro and reboot your computer.
For eBlaster, complete the following:
1. Open eBlaster using your hotkeys and password.
2. Click on the “What to Record” item.
3. Click on the “Advanced button.
4. On the page that follows under the “Chat” section
are items related to chat capture. You will need to change
the appropriate chat capture item to “High-Level.”
For instance, if only one half of AIM (AOL Instant Messenger)
conversations are being captured, change the “AIM/ICQ”
item to “High-Level”.
5. Click “OK” to exit the “Advanced”
dialog box.
6. Click the “Save” button for the new settings
to take effect.
7. Reboot your computer.
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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
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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.
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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.
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I have lost my Spector Pro password. What do I do?
To recover
your password:
1. Press
your hot keys to open the prompt that requests your password.
2. With one finger on one hand press and hold down the ALT
key, with a finger on your other hand press and release the
following 6 keys: Ctrl, Shift, Ctrl, Shift, Ctrl, Shift, then
release the ALT key being held with the other finger.
3. A sequence of numbers will be displayed representing your
encrypted password. Press the "Copy to Clipboard"
button, go to the Support Request Form, fill out the support
request form, and then Paste the contents of the clipboard
containing the encrypted password into the “Question”
area. Hit the Submit button to post the request.
4. SpectorSoft will decrypt the sequence of numbers and reply
via email with your password. The password will ONLY be sent
to the original email address used for the software purchase.
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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.
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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.
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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 Spector Pro still does not respond, insure
you are simultaneously holding down all the non-alphanumeric
keys in the sequence before pressing the alphanumeric key.
You can also try using the other set of non-alphanumeric keys
on the other side of the keyboard to press your hotkey sequence.
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.
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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, enter
Spector Pro and select the Settings>Record When tab. Insure
that the “Only record the following Windows users”
check box is NOT selected. Select OK, close Spector Pro, restart
your computer and test the recording. The Record When>Users
section of the settings pertains to Windows user login accounts
and NOT “screen names” used by other software
such as AOL.
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