PayComputerMonitoring.com

System Configuration, Installation, Payment and Support


troubleshooting tips
 

At times, certain configurations on a computer may conflict or prevent the monitoring software from functioning properly. Some symptoms of this are loss of Internet access, inability to shutdown the machine, high rates of bandwidth consumption, inability to access email, etc. If a monitored machine is experiencing some of these issues or other abnormal behaviors, please check the list below for possible solutions. If an issue is not listed below, please provide your case manager with as much detail as possible about the problem. If possible, please provide screenshots or the exact error messages the machine may be displaying. Providing details will aid in reducing the time it takes to resolve these issues.

Can't access the Internet
If the firewalls on a computer are mis-configured, then the monitoring software disables Internet access. Please locate the firewall you have installed in the list below and follow the instructions to configure the firewall appropriately.

Can't access Hotmail/MSN email
If you cannot access your Hotmail/MSN email after the monitoring software was installed, this may be a result of a conflict with Norton Internet Security.
Norton Internet Security as serious and fatal compatibility issues with the monitoring software. It is highly recommended that Norton be uninstalled and replaced with another product. For a complete suite of tools, McAfee is recommended. An alternative and free option is to use a combination of the Windows Firewall (prepackaged with Windows XP SP2), AVGFree (antivirus protection) and Adaware (spyware protection). If you have recently purchased a Norton product you can go to Symantec Customer Support to request a refund. Please note this does not apply if the Norton product was preinstalled on your computer

Can't access email
If you can’t access other types of emails after the monitoring software was installed and you are using AVGFree, this may be a result of a mis-configuration with your AVGFree settings.
The current version of AVGfree is a compatible and recommended product when used with the proper configurations. Failure to make these configurations could prevent you from sending or receiving email. Click here for directions on how to correctly configure AVGFree to work with the monitoring software.

A window keeps popping up and restarting my machine
There are a few programs that conflict with the monitoring software. If the monitoring software detects some of these programs it attempts to correct the issue. If you only received this message once, then the problem has been automatically fixed. If this message continues to pop up, then the software may not be able to fix the problem. McAfee Privacy Service could be the root of this problem. Click here for instructions on uninstalling McAfee Privacy Service.

My machine won't shut down
If your computer will not shutdown after the monitoring software was installed, this could be a result of a conflict with Norton Internet Security.
Norton Internet Security as serious and fatal compatibility issues with the monitoring software. It is highly recommended that this software be uninstalled and replaced with another product. For a complete suite of tools McAfee is recommended. An alternative and free option is to use a combination of the Windows Firewall (prepackaged with Windows XP SP2), AVGFree (antivirus protection) and Adaware (spyware protection). Known issues with Norton’s Internet Security include the machine not being able to shutdown without manually turning it off and Microsoft Hotmail and MSN Web Mail becoming inaccessible. If you have recently purchased a Norton product, you can go to Symantec Customer Support to request a refund. Please note this does not apply if the Norton product was preinstalled on your computer.

I've Noticed High Rates of Bandwidth Consuption
Many antivirus applications have heuristic settings that attempt to scan your computer and detect viruses before they are even known issues. It has been found with the McAfee products that this can generate excess bandwidth usage. Click here for instructions on how to disable the heuristic sttings for McAfee. If you are experiencing this with other anti-virus products, it is recommended that you look for any "heuristic" settings and disable them.

Home | Machine Set Up | Biometric | Software Installation | Payment | Help & Support