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Click on the questions below to see the corresponding answers.
- Detailed Installation Instructions
- Push/Silent Installs
- Clients not reporting properly
- Spybots and anti-spyware affecting internet monitoring
- Windows NT, 2000 and XP Workstation Issues
- Errors during setup initialization
- Synchronizing System Time
- Off Line Reporting
- Multiples URLs per page visited
- Software Metering
- Software Inventory
- Hardware Inventory
- System Requirements
- Size of Database
- Symantec knowledge base articles
3. Clients not reporting properly
For confidentially reasons, please review the online documentation in the administrative client under the topic "Installation of Monitoring Client". That help topic will explain methods to resolve why a client is not reporting in addition to the items listed below.
- In the trial and Microsoft Access database version, the clients must have access to the shared directory, preferably on a server, where the database is located. Most of the time, non-reporting is due to the user does not have proper rights to the shared directory. To confirm permission setting, logon using the user’s name and password and try to create a text file (.txt using notepad) on the shared directory. If you cannot save the text file, the user does not have proper permissions.
- Open the folder "c:\Documents and Settings\All Users\Application Data\Microsoft\Msapps\Rm" and select the file called "Rm.ini". This file contains the location of the database. Please make sure the user has access to this path and that the path is correct. Make sure this is a UNC path instead of a mapped drive. Many times a mapped drive is mistakenly disconnected or the user does not have the same drive mappings as the person installing the monitoring agent. For example \\YourServerName\FolderLocation. Notice that the end does not have a backslash or the database file. HINT: To check the path, copy the path name and paste in into the address bar of your file explorer. The folder where the database is located should appear.
- If the reporting client does not display on the Live Logons or the start and end times seem inaccurate, check the clock on the client. If the clock on the reporting client is more than five minutes different from the administrative workstation, the system assumes the client improperly shut down and removes the client from the Live Logon screen. If these symptoms occur, you might need to synchronize the client's time with the servers time.
- If you installed the administrative client on your workstation and later try to install the monitoring client, sometimes the monitoring client fails to report. If this occurs, uninstall the administrative client and then reinstall the administrative and monitoring agent at the same time.
- Each client is automatically leased a license to the Database Warehouse and only those PCs with valid leases will be able to report information to the database. A message will appear on the reporting client if no licenses are available.
- If the client still does not report to the database, locate a file called "RmClient.ini" in the folder "c:\Documents and Settings\All Users\Application Data\Microsoft\Msapps\Rm". Please email it to support@resourcemonitor.com.
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4. Windows NT, 2000 and XP Workstation Issues
- You must have Administrator rights to install the client on a NT workstation.
- Service Pack 1 is required for Windows 2000.
- If the client is able to report when you login with "Administrator" rights but not when you login in using "User" rights, check for the following.
Make sure the "User" profile has read/write (Change) permissions for the database folder as stated in the Rm.ini file (see above).
Use either regedit.exe or regedt32.exe and lookup the following key: "HKEY_LOCAL_MACHINE\System\CurrentControlSet\Control
\Lsa\RestrictAnonymous". Change the value to 0 (zero). This is the default setting for a Windows workstation. It allows the group "Everyone" to have read access rights to certain dlls in the “WinNT\System32” folder.
- If you have Crystal Reports Version 8.0 a known issue stops the installation from starting. Either of the following links resolves the issue. Microsoft’s Knowledge Base article number Q268553 or Crystal Reports Knowledge Base article c2006825.
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5. Errors during setup initialization
If you encounter any setup initialization errors, clear out any tmp files in your default temp folder. Also delete the follow folder, C:\Program Files\Common Files\InstallShield\engine and then restart the installation program.
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6. Synchronizing System Time
Starting dates/times and Ending dates/times are captured from the monitored system and compared against the time stated in the administrative client's workstation. Therefore, when reviewing information, the duration time and starting time can be distorted. To eliminate distortions, we suggest you update every system's time clock via a logon script.
The follow procedure explains how to synchronize a system’s time clocks with the server’s time clock by placing a line the logon script.
For example, if you wanted to synchronize your PC with a server named "Peanuts", you would type "net time \\Peanuts/set /y" in the logon script. You can test this by clicking on the run line (above the start button in the lower left) and replacing the word "Peanuts" with the name of your server. If you are not sure of the server name, you can view valid servers by clicking on My Network Places and below "Entire world" the valid servers are listed.
This process requires you to have knowledge of editing server setup scripts.
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7. Off Line Reporting
If a user decides to logout of the network and restart their system without connecting to the network, the monitoring client will report the information to a local database and then upload that information when a network connection is made.
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8. Multiple URLs per Page
Many sites use "Frames" within a page. A framed site will allow multiple URLs to display as one page. When this occurs, we try to display only one URL under the live "Website" tab but we display all the URLs in the history and reports.
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9. Software Metering
- You can choose to monitor selected software or all software running on a client. If you track selected software and some clients are not reporting, check for version control. By placing an "*" instead of a version, you will track all usage. You should also check that the client (system) is a member of the metering group.
- After you add a software exe to monitor, the monitoring clients will start reporting for that exe after the next reboot of the clients.
- If you want to be alerted every time an application is started, select that application to be metered and set the number of licenses to track as 0.
- Capturing multiple occurrences of a metered application is quite common. For example, if the user has Microsoft Word and Word is set as the default text editor in an e-mail client, Word will be tracked when they use their e-mail client.
- The location of the software being metered does not matter. The monitoring client will report back the path of the for each reporting client.
- Make sure you click on the “Track” check box if you want to meter an application. The default, when adding software to the database, is for the check box to be off. This will block the usage of an application instead of metering or tracking the usage.
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10. Software Inventory
- When possible, the monitoring client tries to obtain the software's license key. If a license key is unavailable, we do allow you to enter a key.
- Due to improper/failed installations or improper un-installations, the software inventory might not properly list an application. In this case, we suggest you reinstall the software application in question.
- In order to stay legal, you should combine the use of software metering with software inventory and adhere to the licensing agreement for each software application.
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11. Hardware Inventory
Microsoft's WMI (which is pre installed on Windows ME, NT, 2000 and XP) is required. Windows 95 and 98 might require you to download and install WMI. You can download this software by following this link. WMI 95/98 Download This file is 3.5 MB in size.
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12. System Requirements
- Both clients run under Windows NT, 2000, XP or Vista.
- The minimum processor required is a Pentium 233 with 64MB of RAM. Slower processors or less RAM can result in slower response times when other applications are running.
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13. Size of the database
- The size of the database is relative to the number of systems reporting, features used (i.e. Website Tracking, Software Tracking) and how often the data files are purge. You can roughly estimate 2MB per system per month if the continuous screen shots is not enabled.
- The administrative client allows you to selectively purge information by date range and table.
- If you are an administrator, you can use ODBC or ADO applications to import or export information.
- In version 6.5, you can state the number of days to retain history to minimized the data requirements.
- Please review the on-line help for additional information on maintain the database size.
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14. Spybots and anti-spyware affecting internet monitoring.
Various spybots can affect Resource Monitor. These programs have the ability delete registry settings after they are added. All can be configured to retain the settings to enable our product to work. Some programs only affect our Internet tracking software portion. If Resource Monitor reports everything but Internet usage, an anti-spyware program is likely causing the problem.
Please check your installed software and see if you are running any of these or similar programs. Ad-adware, Spybot, SpyKiller, WinPatrol, Webroot, SpyBlocs, SpyClean and Spy-Killer to name a few.
Most anti spyware software allows you to exclude our software or can restore our settings. Below are a few items to look to restore or to exclude items that reference:
- INetSpeak: Browser helper object
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\explorer\Browser Helper Objects\{D6862A22-1DD6-11D3-BB7C-444553540000}
- INetSpeak: Type library
HKEY_CLASSES_ROOT\TypeLib\{D6862A20-1DD6-11D3-BB7C-444553540000}
- INetSpeak: Class ID
HKEY_CLASSES_ROOT\CLSID\{D6862A22-1DD6-11D3-BB7C-444553540000}
- spyware.PCMonitor
- file ieaccsbs.dll
- file Rmc80.exe
After you restore or make the exclusions, sometimes, it is required to uninstall the monitoring client and then reinstall the client in case you found these anti-spyware program. If so, please follow these instructions.
- Open the administration client and select "Shutdown Monitoring Client" under the administration menu to shutdown the client on that system
- Uninstall the client.
- Restart the system
- Install the monitoring client
- Run the anti-spyware program and see if it picks up any of the below references
- Modify the anti-spyware to exclude any found references.
- Restart the system
- Logon and open up IE and browse to a few site and then close down IE.
- Wait 15 minutes and look at the Website History to see if the sites have been posted. High Post- Batch will update only after IE has been closed and every 15 minutes
14. Symantec knowledge base articles
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