Frequently Asked
Questions
Top
Questions
Monitoring Questions
Using e-Surveiller
Connection Related Questions
Miscellaneous
Troubleshooting
I
have lost my registration code. How can I get it?
Visit the Retrieve Lost
e-Surveiller License key support page.
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I'm
having problems connecting Gnutella or IRC, How do
I connect properly?
You only need to connect to the IRC and/or Gnutella
networks if you want to monitor a computer across
the Internet, in which case you only need a connection
to one of the two networks.
See the instructions on the Monitoring
a remote computer over the Internet guide.
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I
uninstalled e-Surveiller but I still receive log files,
How do I permanently stop this?
You may have uninstalled the e-Surveiller software,
but you still have a Monitor installed on your computer.
See the Deactivating
a Monitor guide for instructions on deactivating
the Monitor on your computer.
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How
do I remotely install a Monitor to a computer(s) on
my network?
Visit the installing
a Monitor on the network to many computers at once
user guide.
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I'll
like to monitor the computer in which e-Surveiller
is installed, yet I don't want any thing like the
e-Surveiller status indicator or shortcuts in the
start menu to reveal that e-Surveiller is installed.
See the Monitoring
your own computer, on which you installed e-Surveiller,
stealthily guide.
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Can
there be more than one station monitoring computers
on a network?
Yes, visit the Multi-Station
monitoring guide for more information.
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Does
e-Surveiller log both sides of chat conversations?
Yes, e-Surveiller records both incoming and outgoing
chats and instant messages (IMs)
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Can
I send the Monitor module as an email attachment?
Yes, you can but the email recipient needs to download
and install it before the monitoring operation starts.
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If
I monitor the maximum number of computers with an
e-Surveiller license (e.g. 10 computers with the Standard
license). at a later time, can I stop monitoring those
computers and monitor another set of computers?
Yes, you can monitor different sets of computers at
different times but you can only monitor a maximum
of what your license permits at any particular time.
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I
want to know if I can install the station in two or
more machines, for example at home and office, so
I will be able to monitor my computers from both places.
Yes, you can. See the Multi-Station
monitoring guide for more information.
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I
have several computers behind a broadband router,
How do we set up e-Surveiller so we can monitor these
computers through the Internet? (Since they all share
the same public IP address)
Firstly, follow the instructions on the Monitoring
a remote computer over the Internet guide to generate
a Monitor which you will install on the computers
you want to monitor. (make sure you select the on
several computers option at step 4
of the Generate and install the Monitor
section)
Secondly, forward different ports from the router
to the e-Surveiller port on the monitored computers.
This will enable you to connect to each monitored
computer by pressing F2 in the e-Surveiller station
and specifying the port number.
See routers guide
for more information.
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How
do I set up a Monitor to upload logs to an FTP account?
You can specify FTP as an upload method when generating
a Monitor or when updating
an active monitor.
See FTP upload
method guide for more information.
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How
do I set up a Monitor to email logs via SMTP?
You can specify email(SMTP) as an upload method when
generating a Monitor or when updating
an active monitor.
See
email(SMTP) log upload method guide for more information.
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How
do I backup my e-Surveiller logs and settings?
Follow the instructions on the Backing
up and restoring e-Surveiller logs and settings
guide.
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How
do I transfer my e-Surveiller logs and settings to
a new computer?
Follow the instructions on the Transferring
e-Surveiller logs and settings to a new computer
guide
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How
do I uninstall e-Surveiller?
If you want to deactivate a Monitor on your computer,
see the deactivating
a Monitor guide.
If you want to uninstall e-Surveiller, See the
uninstalling e-Surveiller guide.
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How
do I disable a Monitor on another computer?
If the Monitor you want to deactivate connects to
the Station, you can follow the steps in the deactivating
a Monitor, remotely guide, if not follow the instructions
in the deactivating
a Monitor guide.
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I
installed a Monitor on a computer and it simply does
not work in other than a particular user profile.
How do i get it to work in all user profiles?
Log in to your computer as administrator (or as someone
with administrator privileges) and install the Monitor.
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Do
I need to reinstall monitors after purchasing a license?
No, you do not. Simply follow the instructions in
your order confirmation emails.
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I'm
concerned about opening up IRC, IDENT & Gnutella
ports on my computer or network. What are the security
risks?
Firstly, you only need to connect to the IRC and/or
Gnutella networks if you want to monitor a computer
across the Internet and the station
computer is not connected to the Internet on a permanent
IP address. Furthermore you only need a connection
to one of the two networks.
You can disable IRC and Gnutella network connection
from the connection tab of the e-Surveiller station
settings window if you do not need to monitor over
the Internet.
Secondly, if you set the IRC server in the connection
tab of the e-Surveiller station settings window to
linkirc.surveille.net, your IP address
is hidden from other IRC users and your privacy is
protected.
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Do
I need to install an IRC client such as mIRC or any
other IRC or Gnutella Client?
No you don't need to
install any IRC or Gnutella clients on your computer.
e-Surveiller has the functionality built-in.
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I
found an e-Surveiller Monitor on my system, how do
I remove it?
Make sure you really have an e-Surveiller Monitor
on your computer. Many Anti-Spy software raise false
positives. It is possible it is a false alarm.
To deactivate a Monitor on your computer, see the
deactivating
a Monitor guide.
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I
received a file with a .zlg extension, what does it
contain?
e-Surveiller logs are
stored in .zlg(e-Surveiller log archive) file extension.
These files are encrypted on a per-user basis. If
you have e-Surveiller installed on your computer,
you will only be able to view the
file if it was created by a Monitor that was generated
by your station.
Note that some other software packages also use files
ending in .zlg extension. The file you have may not
be associated with e-Surveiller at all.
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Is
e-Surveiller detectable by anti-spyware software such
as Ad-Aware etc.?
Only older versions
of e-Surveiller Monitors are detectable by popular
anti-spy software.
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Where
are the logs locally hidden on the monitored computer?
The logs are hidden, locally, on the monitored computer
before they are transferred to the Station or to an
upload location at preset intervals. The location
is selected by the Monitor depending on several factors
and it varies from one computer to the other.
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Will
log reports be generated even if the monitored computer
is offline?
Yes, monitoring continues and logs will be generated
even if the monitored computer is not connected to
a network or the Internet.
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I
forgot my e-Surveiller Password, How can I get it?
Your e-Surveiller password is securely stored on your
computer with strong encryption. Even we, at SurveilleTech
can't retrieve it. You have to completely uninstall
and reinstall e-Surveiller.
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I
keep seeing an error message -- "Error listening
for incoming connections for port x"
Visit the I
see “Error listening for incoming connections
on port x” message troubleshooting page.
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I
see the error message "xxxx.zlg is not a valid
e-surveiller log archive" and "Log archive
xxxx.zlg could not be decoded, do you wish to delete
it?", what does this mean?
See the I
see an error message “… xyz.Zlg could
not be decoded …” while importing logs
in the Log Viewer troubleshooting page.
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Why
do logged keystrokes appear garbled(every
other character)?
This is most
likely because, you have installed more than one Monitor
on the monitored computer OR the monitor is running
on a very slow computer, or a computer slowed down
by too many running programs.
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Can
e-Surveiller Monitors be misused on a remote system?
e-Surveiller is solely a surveillance software package,
it filters out malicious intent of it's use and thus
cannot be used to damage or cause harm on a system.
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Do
firewalls affect e-Surveiller's monitoring operation?
Yes, they can. See the firewalls
guide for information on configuring your firewall.
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How
do I monitor a remote PC if it is behind a firewall?
Refer to the instructions
on the Monitoring
a remote computer over the Internet guide. Pay
particular attention to steps 29 to
33.
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Do
I need to know the IP address of the remote computer?
No, e-Surveiller Monitors
find and connect to the station on their own, however
if you know the remote computer's IP address, you
can connect directly to the Monitor.
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How
can I monitor all computers on my network?
Follow the instructions on the Monitoring
several computers on a network guide.
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How
do I get an FTP account?
If you have a personal home page, chances are that
you already have an FTP account. Use Internet search
sites such as www.google.com
or www.yahoo.com
to search for free FTP hosts.
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How
secure is e-Surveiller?
Very secure, well at least for registered users, e-Surveiller
logs and screen viewing sessions are encrypted with
your unique registration key. This means that no one
else can decipher your logs and/or view your monitored
computer's screen. e-Surveiller monitors also refuse
connections to stations which did not generate them.
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I
can't get help to display properly; I see a "You
need a newer version of HHCTRL.OCX to be able to read
this file" message, why?
To resolve this problem, you have to upgrade your
html help system or install a newer version of Internet
Explorer. To update your html help system, you can
download and install the english
version of hhupd.exe from http://msdn.microsoft.com/workshop/author/htmlhelp/enu/hhupd.exe
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I
can't see any icons in my logs, why?
To resolve this, first of all, open
the view options and uncheck any options that hides
icons. If you still can't view the icons then open
up the system control panel, double click fonts to
display the fonts folder, click on the Tools menu
and select folder options. On the TrueType tab, make
sure "show only TrueType fonts in the programs
on my computer"
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I
can't see the current application title of a connected
monitor in e-Surveiller station
This usually happens when "monitor application
titles" is not set in your monitor's configuration,
update your monitor with this option set.
See the updating
an active Monitor guide.
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I
configured a Monitor to send me logs by email, now
the email account is filled with logs, what can I
do to reduce the frequency or number of logs it sends?
Open the Monitor's configuration properties, under
the log transfer tab, increase the upload interval
to a higher value and update the Monitor.
See the updating
an active Monitor guide.
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What
happens if someone else uses my registration code
to activate his/her copy of e-Surveiller?
Firstly, this is an illegal act subject to the end-user
license agreement terms.
Secondly, he/she can intercept your logs and view
your monitored screens!
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What
are the common document folders?
The common document folders are likely folders where
windows users store their documents such as the My
documents folder and the My briefcase folder.
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What
is Gnutella?
Gnutella is a protocol designed for sharing files
in a distributed network. A protocol is a standard
format that allows two pieces of software to communicate.
It is a distributed protocol, where every machine
in the network is connected to every other machine
and no single server is responsible for distributing
all of the content. e-Surveiller monitors use the
host-discovery features of Gnutella to locate it's
station across the Internet.
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What
is IRC?
IRC stands for Internet Relay Chat, which is a worldwide
network that allows one to converse with others in
real time. IRC is structured as a network of Internet
servers, each of which accepts connections from client
programs. e-Surveiller monitors connect to the IRC
network to locate it's station across the Internet.
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When
I save a screenshot, the date & time included
in the filename is slightly misreported, Why?
e-Surveiller includes the time & date when the
frame being saved was being viewed, of the remote
system, not the time of the local station. This is
calculated with the rate of frames per second and
thus might be slightly wrong.
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Why
does my monitor refuse to install on a computer?
Your installer may have been tampered with. (maybe
by a virus.)
You may have set the installer to install quietly
and it is having a problem installing, to see whatever
problems it is having, you have to regenerate the
monitor with quiet installation turned off.
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Why
does my screen viewer update very slowly?
You may have a busy or slow Internet/network connection
OR the e-Surveiller Station or monitored computer
is very busy or slow.
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Why
won't my monitor deactivator run properly?
It is most likely that there is no e-Surveiller monitor
installed or running on that computer.
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