Ekran System v.5.5
Troubleshooting
Quick Access to Log Files
Table of Contents
Quick Access to Log Files ............................................................................................... 3
Database/Server ......................................................................................................................3
Database/Server Related Issues ......................................................................................3
Database/Server Related Error Messages ....................................................................4
Management Tool ....................................................................................................................7
Management Tool Related Issues ...................................................................................7
Management Tool Error Messages .................................................................................9
Viewing Monitored Data ...................................................................................................10
Windows Client ......................................................................................................................13
Checking that the Client Is Installed .............................................................................13
Clients Installation/Uninstallation Issues and Error Messages ............................14
Possible Problems with Receiving Data from Clients .............................................19
Possible USB Monitoring Problems .............................................................................20
Linux Client .............................................................................................................................21
Possible Problems with Receiving Data from Clients .............................................21
Checking the State of the Linux Client ........................................................................21
Restarting Linux Client .....................................................................................................21
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Quick Access to Log Files
Quick Access to Log Files
Log files contain information that might be useful for administrator for detecting problems in
the system if any.
You can either analyse the log files yourself to get more information on what is happening in
your system or send them to the Support team to help them in detecting the source of
problems in your system.
In case the log files contain the information on some errors, the warning message will be
displayed on the Diagnostics page.
To download the Server log file, login as the user with the Database Management permission,
click the Diagnostics navigation link to the left and then click Download Server log file. The log
file will be downloaded to your computer.
NOTE: On the Server computer, the Server log (Server.log) is stored in the Server installation
folder. The default location of the Server installation folder is C:\Program Files\Ekran
System\Ekran System).
To download the Management Tool log file, login as the user with the Database Management
permission, click the Diagnostics navigation link to the left and then click Download
Management Tool log file. The log file will be downloaded to your computer.
Database/Server
Database/Server Related Issues
Issue
Cause/Solution
I cannot start the Server from the
Server tray.
To start the Server, the Server tray service must be
started under the administrator account.
There are too many records in the
database.
Use the automatic or manual database
cleanup feature to remove the old records
from the database. To do this, in the
Management Tool, click the Database
Management navigation link and define the
cleanup settings on the corresponding tabs.
I have defined a new database, what
happened to the old one?
The old database remains in place and is not
changed.
I need to transfer the data from an old
database to a new one/I want to
change the type of the database
without losing data.
Unfortunately, the data cannot be
transferred from one database to another.
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Issue
Cause/Solution
I have transferred the SQL database to
another computer.
Unfortunately, you can’t relocate the SQL database
to another computer. Though you can move it to
another location on the same PC with SQL means.
I have changed the location of the
Firebird database.
To redefine the location of the Firebird
database, move it to another location and
change the corresponding values in the
Windows Registry Editor.
I have installed a new version of the
Server and I want to use the old
database.
If you have updated the Server, your old
database will remain. If you have reinstalled
the Server, you need to use a new database.
I have used the database cleanup
feature, but the size of the database
didn’t change.
The cleanup feature only removes data from
the database, but does not change the size
reserved by it. To reduce the size of the
database, click Shrink database on the
Database Options tab on the Database
Management page of the Management Tool.
I have accidentally removed the
database from the MS SQL Server.
You need to define a new database. To do
this, you need to reinstall the Server.
I cannot shrink the database: the
Shrink database button is absent in the
Management Tool on the Database
Options tab.
My anti-virus blocks the Server
uninstallation/update.

Make sure you use the MS SQL Server
database.

The shrinking cannot be performed if
the cleanup procedure is in progress.
Due to the uninstaller specifics some anti-viruses
might detect it as a false positive during virus scan.
In this case, it is recommended to disable your
anti-virus during Server uninstallation/update.
Database/Server Related Error Messages
The following table provides the list of error messages related to databases and the Server and
their causes and possible solutions. These messages may appear in the Management Tool, from
the Server tray service, or during the installation of the Server.
Message
If you get the following message
in the Management Tool:
"Connection with MS SQL
database is lost. Please check
Cause/Solution

The Server has lost the connection to the MS
SQL Server. Please make sure that the MS SQL
Server is running and it is online and accessible.
To check that the MS SQL Server computer is
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Quick Access to Log Files
Message
Cause/Solution
that the database is accessible
and try again."
accessible, enter the following command in the
Windows command line:
ping <name of the MS SQL Server computer>

If you get the following message
when trying to restart the Server
service: “Not enough
permissions to restart the
Server.”
The connection to the MS SQL Server is blocked
by the Firewall. Try disabling the Firewall on the
MS SQL Server side.
You can restart the Server service only under the
administrator account.
If you get the following error
while trying to clean up the
database: "Error occurred while
clearing the database. Please try
again."

The program encountered an unexpected error
while trying to clear the database. Try clearing
the database again.

Make sure the Server service is running.

There was a problem with connection to the
database. Please make sure that the computer
on which the database is installed is online and
accessible. To check that the computer is
accessible, enter the following command in the
Windows command line:
ping <name of the computer with installed
database>
If the problem comes up again, please, send us
logs (the Server Service file), which you can find
in the Server sub-folder of the Ekran System
installation folder.
If you get the following message
from the Server tray service: "The
Server connection with the
database has been lost. Click to
view logs."

The Server has lost the connection to the
database. Please make sure that the computer
on which the database is installed is online and
accessible. To check that the computer is
accessible, enter the following command in the
Windows command line:
ping <name of the computer with installed
database>
If the problem comes up again, please, send us logs
(the Server Service file), which you can find in the
Server sub-folder of the Ekran System installation
folder.
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Quick Access to Log Files
Message
If you get one of the following
messages while trying to perform
an action with database:

"An error occurred when
shrinking database.
Please try again."

"Error occurred while
retrieving database info.
Please try again."
Cause/Solution

The program encountered an unexpected error
while trying to perform an action with database.
Please try performing the action again.

There was a problem with connection to the
database. Please make sure that the
computer on which the database is installed
is online and accessible. To check that the
computer is accessible, enter the following
command in the Windows command line:
ping <name of the computer with installed
database>
If the problem comes up again, please, send
us logs (the Server Service file), which you
can find in the Server sub-folder of the Ekran
System installation folder.
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Quick Access to Log Files
Management Tool
Management Tool Related Issues
Issue
Cause/Solution
For Windows 7, follow these instructions:
HTTP 500 Internal Server error is
displayed when I try to connect to the
1. Make sure that all the following check boxes are
Management Tool.
selected in the Windows Features window: Net
Framework 3.5> Windows Communication
Foundation HTTP Activation and Windows
Communication Foundation non-HTTP
Activation.
2. Run the Command Prompt (cmd.exe) as
administrator:
Enter
%windir%\Microsoft.NET\Framework\v4.0.xxxxx\aspne
t_regiis.exe –iru (for 32 bit machine) or
%windir%\Microsoft.NET\Framework64\v4.0.xxxxx\asp
net_regiis.exe –iru (for 64 bit machine).
Example:
C:\Windows\Microsoft.NET\Framework64\v4.0.30319\
aspnet_regiis.exe –iru
3. Press Enter.
For Windows 8.0 or 8.1, make sure that all the
following check boxes are selected in the Windows
Features window: Net Framework 3.5> Windows
Communication Foundation HTTP Activation and
Windows Communication Foundation non-HTTP
Activation.
The license management function is
unavailable and I cannot assign
licenses to Clients.
Make sure you have the administrative Client
installation and management permission. If you have
this permission, but the license management function
is still unavailable, then your copy of the program is not
licensed. Please purchase serial keys and activate them
online or activate them on your vendor’s license site
and add them offline.
I have no Internet connection on the
computer with the installed Server
and cannot activate serial keys.
You can activate the serial on the license site of your
vendor and then add activated keys on the computer
with the installed Server.
I have reinstalled/updated the Server
and now there are no activated serial

If you activated serial keys online, after you
reinstall or update the Server, activated serial
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Quick Access to Log Files
Issue
Cause/Solution
keys in it.
keys will be automatically synchronized. For
this purpose, you need to have an active
Internet connection during the first start of the
Server.

If you used an offline activation (added
activated serial keys), you need to add them in
the Management Tool again.
The list of the domain computers is
empty during the Client installation.
This problem can be caused by network or Windows
issues (e.g., your computer cannot connect to the local
network). If there are no network problems, try
searching for computers via the Add computers by IP
option. To install Clients in such a way, on the
Computers without Clients page click Add computers
by IP.
The list of the domain computers is
not complete during the Client
installation.
Ekran System obtains the list of domain computers
using standard Windows methods, which do not always
provide the full list of computers.
The target computer is out of the
domain.
If DNS settings of your computer network allow, you
can:

Search for computers using the Add computers
by IP option. To install Clients in such a way, on
the Computers without Clients page, click Add
computers by IP.

Create
an installation package and install a
Client locally on the target computer. To
generate an installation package, on the
Computers without Clients page, click
Download installation file and then select the
type of the installation file you want to
download. When the installation file is
downloaded to your computer, you can start
the installation process.
I have assigned a Terminal Server
Client license instead of a
Workstation Client license to the
Client or I have assigned a license to
the wrong Client.
Any license can be unassigned from a Client anytime.
There are some Clients that I did not
install.
These may be old Clients that were installed earlier.
You can uninstall them remotely via the Management
Tool or locally on the Client computer.
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Quick Access to Log Files
Issue
Cause/Solution
I do not receive email notifications,
although the parameters are correct.
Make sure you do not use Microsoft Exchange Server
2010, which is not supported.
Some of the Management Tool
functions are unavailable.
Make sure that you have the corresponding
permissions for these functions.
I do not want to provide the user with By defining the Client permissions for the user in the
access to all Clients.
Management Tool, you can define which Clients the
user will have the access to.
I forgot the password of the internal
user.
Contact the administrator and ask him/her to change
the password.
The user is able to perform actions
that are supposed to be prohibited
for him/her (e.g., the user sees the
Clients that he/she does not have a
permission for).
Check the groups which the user belongs to. He/she
might have inherited some new permissions from
these groups.
I haven’t received any reports or alert
notifications by email.
Check the Spam folder.
Management Tool Error Messages
The following table provides the list of error messages that you may see while working in the
Management Tool and their causes and possible solutions.
Message
Cause/Solution
If you get the following message when
trying to connect to the Management
Tool: “Server is unavailable. Please
contact administrator.”
The program encountered an unexpected error
while trying to perform an action.

Please refresh the Management Tool.

Please make sure that the Server is
running.

Please restart the Server and try again.
If the problem comes up again, please contact the
support.
If you get the following message when
trying to connect to the Management
Tool: “Wrong password or username.”
Please make sure that your login and the password
are correct. If you are logging in as a Windows
user, do not forget to enter <domain
name>\<login>.
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Quick Access to Log Files
Viewing Monitored Data
Issue
Cause/Solution
I have successfully logged into the
Management Tool but I cannot see any
captured data from the Windows
Client.

Please check the section “Possible
Problems with Receiving Data from
Clients”.

Contact the administrator and check if you
have the Viewing monitoring results
permission for the Client.
An alert event does not trigger an alert
notification and is not displayed as alert
in the Management Tool.

Please check that the defined alert
parameters are correct on the Alert Rules
tab on the Edit alert page of the
Management Tool (e.g., Process name
may be defined instead of Window title).
To do this, open the Alert Management
page of Management Tool, click Edit alert
for the required alert and select the Alert
Rules tab.

The alert might be disabled. Please make
sure the alert is enabled on the Alert
properties tab in the Management Tool.
I don’t receive alert notifications about
all the events that correspond to
notification settings.
Some screenshots are blank.
Please check the Minimal interval between
notifications sent for the same alert event
parameter. If less time than defined in the settings
has passed since the moment when the last
notification for the same alert event had been
received, you will not receive the notification.

If a user types something continuously,
stops typing, and then switches the
window during the 3 seconds period, the
keystrokes will be attached to a blank
screen capture.

If a user accesses the Client computer via
the Remote Desktop Protocol (RDP) and
minimizes the Remote Desktop
Connection window, a blank screen
capture is created.
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Quick Access to Log Files
Issue
Cause/Solution
Client sessions contain no screenshots
at all.
Please check that the Enable screenshot creation
along with user activity recording option is
enabled on the required Client.
To do this, open the Client Management page and
click Edit Client for the required Client, and then
click the User Activity Recording tab.
Some screen captures look like they
consist of two parts.
The Text data column is empty,
although the text was entered on the
Client computer.
The Text data column is empty,
although the text was copied, cut, and
pasted on the Client computer.
There are two monitors on the Client computer
and you see the screen captures from both of
them.

Check that you have Viewing text data
permission for this Client.

Please check that you have enabled the
keystroke logging in the Client
configuration.

The keystrokes are logged only after the
user presses Enter or switches to another
window. So they might be attached to
another screen capture.

Check that you have Viewing text data
permission for this Client.

Please check that you have enabled the
clipboard monitoring in the Client
configuration.
The screen captures are sent more
frequently than I defined.
If in the Client configuration you have enabled
options other than Capture screen periodically, the
screen captures may be created more frequently
depending on the user activity. Check the Client
configuration.
Screen capture image is blurry.
The Client computer may have smooth interface
animation – the screen capture may have been
taken when the animation was in progress.
The screen capture image is black and
white.
The Client is configured to capture screen in
greyscale images. Please check the Client
configuration in the Management Tool.
The screen capture time does not
correspond to time on my computer.
The screen capture time corresponds to the time
displayed on the Client computer.
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Issue
Cause/Solution
The screen capture time does not
correspond to the time that should be
displayed on Client computer.
Please check that the Client computer time settings
have not been changed.
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Windows Client
Checking that the Client Is Installed
If the Client is successfully installed, it will appear on the Clients page of the Management Tool
in the Data View pane.
If there is no Client in the Management Tool, you have to check whether the Client has been
installed.
You can check if the Client is installed on the investigated computer in one of the following
ways:

The EkranService.exe process is running.

The EkranClient and EkranController services are started.

There is a <system disk>:\Program Files\Ekran System\Ekran System\Client\ folder
with executable files.
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 The HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client key has the following
values:
Clients Installation/Uninstallation Issues and Error Messages
The common reasons of issues with remote installation or uninstallation of Clients are the
inadequate network configuration or system settings. If you are sure that a user has
administrative rights on the Client computer, please check whether all of the conditions for
successful installation are met.
Remote Installation Error Messages
During remote Client installation you can get the following error messages:

The user does not have enough permission on the remote host.

The network name cannot be found.

Client machine must be rebooted before agent installation.

The host is unavailable now or turned off. Try again later.
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Solving Remote Installation Issues
If you receive the following error message during the remote Client installation: “The User
doesn’t have enough permission on the remote host”, as a rule, such issue may be caused by
the following reasons:

There is no access to network shares.

DNS service is unavailable.

UAC is enabled (Windows 7/8/Vista).

Errors in Active Directory.

Issues with the Service Principle Name for the domain.

Two computers have the same computer name.
Issue: There is No Access to Network Shares
For successful remote installation, Ekran System needs to access the administrative shares on
the target computers. At first, please check that you have access to administrative shares and
if there is no access, enable it.
How to Check:
To check the administrative shares availability, do the following:
1. Open Windows Explorer.
2. In the address bar type \\<target_computer_IP/Name>\admin$ and press Enter.
3. When the Enter Network Password window opens, enter administrator credentials
and click OK.
4. If the login credentials are accepted, the system folder opens (by default,
C:\Windows).
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If you get an error after performing step 2, try the following:

Open the Command Prompt (cmd.exe). Enter and execute the ping
<target_computer_name or IP> command. Check the following:
1. If you do not get ping replies, network may be down. Check the
network connection and try again.
2. If the network is up, but you do not get the ping reply, check the
firewall on the remote computer. Disable the firewall on the target
remote computer.

If you are receiving ping replies, but the administrative share is still unavailable, check
that the Sharing Wizard or the Simple file sharing are disabled.

If you are receiving ping replies and the sharing options are good, but you still cannot
access the administrative shares, check that the Server system service is running on
the remote computer.
If you get a login error after performing step 3, try the following:

Make sure that the credentials you enter are correct. You have to enter the credentials
of a domain administrator or a local administrator account on the remote computer.

Verify that the account password is not empty. Accounts with empty passwords cannot
be used for remote connection.

Try typing the username as <domain_name>\<username> if the remote computer is in
a domain, or <computer_name>\<username> if the PC belongs to a workgroup.
How to Fix:
To enable access to administrative shares, you need to enable the Local Account Token
Filter Policy.
NOTE: This is a known Windows issue that might block remote application installation.
To enable Local Account Token Filter Policy:
1. Open the Windows Registry Editor.
2. In the Registry Editor window, select the following key:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\Syste
m.
3. Double-click the LocalAccountTokenFilterPolicy value, or select it and click Modify in the
context menu.
4. In the Value data box, type 1, and then click OK.
5. Close the Windows Registry Editor.
If the LocalAccountTokenFilterPolicy registry value does not exist, follow these steps:
1. In the Windows Registry Editor in the Edit menu, click New, and then click DWORD Value.
2. Type LocalAccountTokenFilterPolicy and then press ENTER.
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Quick Access to Log Files
3. In the Value data box, type 1, and then click OK.
4. Close the Windows Registry Editor.
Issue: DNS Service is Unavailable
DNS service may be unavailable in your network. Try using the remote computer's IP address if
you cannot access it by the name.
How to check:
To check the DNS Service availability, please execute the following command in the Command
line (cmd.exe): ping <Computer name>.
If the command does not respond, you have to enable the DNS Service.
How to fix:
To enable the DNS Service, please follow the instructions of the Windows Troubleshooting. In
the Windows Server 2003, you can use the netdiag.exe tool.
Issue: UAC is Enabled (Windows 7/8/Vista)
If you access the administrative shares normally on the remote PC running Window Vista or
Windows 7/8, but the Client remote installation fails, try disabling the User Account Control on
the remote computer.
How to check:
By default, UAC is enabled in Windows 8/7/Vista.
How to fix:
To disable UAC, do the following:
1. Open the Windows Registry Editor.
2. Select the following key:
HKEY_LOCAL_MACHINE\Software\Microsoft\Windows\CurrentVersion\Policies\System.
3. Double-click the EnableLUA value, or select it and click Modify in the context menu.
4. In the opened window, in the Value data filed, enter 0 and click OK.
5. Close the Windows Registry Editor window and then reboot the Client computer.
Issue: Active Directory Errors
Errors in Active Directory may be caused by the absence of the critical object that represents
the trust relationship between the two Active Directory domains, which have a parent/child or
tree root trust relationship.
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How to Check:
Errors in Active Directory may occur when you have two or more replicated domains.
How to Fix:
To resolve errors in Active Directory, do the following:
1. Open the Active Directory Users > Computer Tools.
2. Open the System Container.
3. If there is no TDO object (trusted domain object) in the System container, please reset
the trust between parent and child relationships between domain controllers of
different domains with netdom.
Issue: Errors in Service Principal Name for the Domain
Issues with Service Principle Name (SPN) for the domain which is hosting the replica, can occur
when it has not been propagated to the domain that contains the account which you use when
you run the Dcpromo.exe file. This propagation may have been delayed because of replication
latencies.
How to Fix:
To resolve issues with SPN, do one of the following:

Login with domain admin of the child domain.

Wait for replication to complete and use the root admin account.
Issue: Two Computers Have the Same Computer Name
The computer in the child domain has the same name as the computer in the parent domain.
How to Fix:
To resolve this issue, rename the computer in the parent domain which has the same
name as the computer in the child domain.
If you get a message at the end of the remote Client installation: “The network name
cannot be found”, it can be caused by the following reasons:

There is no access to the remote computer.

There is no access to Network Shares.
Issue: There is No Access to the Remote Computer
How to Check:
Please check that you have access to the remote computer. To do this, enter the following
command in the Windows command line: ping <name of the remote computer>
If you do not receive any response, the access might be blocked by the remote computer
Firewall.
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How to Fix:
Try enabling the Local Account Token Filter Policy on the target computer.
Issue: There is No Access to Network Shares
Please follow the instructions described above.
If you get a message at the end of the remote Client installation: “Client machine must be
rebooted before agent installation”, please, reboot the computer because if the Client has
been recently uninstalled, the Client computer must be rebooted first.
If you get a message after clicking Uninstall Ekran System Client: “The host is unavailable now
or turned off. Try again later.”, this means that the Client may be offline or may not be able to
connect to the Server. Please do one of the following:

Wait until the Client appears online.
 If the Client does not appear online, uninstall it locally on the Client computer via the
Windows command line by executing the following command: UninstallClient.exe
/key=<uninstallation key>
By default, the UninstallClient.exe file is located here: C:\Program Files\Ekran System\Ekran
System\.
Possible Problems with Receiving Data from Clients
If an installed Client does not appear online, do the following:

Make sure that the Client is installed and its services are running.

Make sure that there are no network connection problems:
On the Server machine, in the Command line (cmd.exe), execute the following
command: ping <Client computer name>. If the command displays network issues,
resolve them.

Make sure the Client processes/services are not blocked by the antivirus software.
If you changed the name of the Server computer, you have to change it on the Client computer
through the registry.
To change the Server name:
1. Open the Windows Registry Editor.
2. Select the following key: HKEY_LOCAL_MACHINE/SOFTWARE/EkranSystem/Client.
3. Double-click the RemoteHost value, or select it and click Modify in the context menu.
4. Enter the new name or IP address of the Server to which the Client must connect.
5. Reboot the Client computer.
NOTE: If the Client works in the non-protected mode, you can change the name of the Server
to which it connects, by installing the Client remotely via the Management Tool once more.
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If a Client is online and not sending any data, do the following:

Make sure the screen capturing is enabled in the Client configuration.

Make sure a license is assigned to the Client.

Make sure there is more than 500MB on the disk on which the Client is installed.

Make sure the database is not full: there may be no free space left on the disk where
the database is located in the Server database.
If an installed Client has stopped sending data, it may be caused by the following issues:

The Client processes on the Client computer may have been terminated. Make sure the
Client processes are running on the Client computer (see Checking that the Client is
installed topic in the help file).

The Client service (EkranClient) might have been stopped. Please make sure it is started.

The Client computer may be offline. Make sure it is online and has no network
connection problems.

The sending of data is prevented by antivirus software. Make sure the Client
processes/services are not blocked by the antivirus software.

The connection might be blocked by Firewall. Try unblocking the connection.
Possible USB Monitoring Problems
If an installed Client with the USB monitoring/blocking option enabled does not detect the
USB devices, do the following:
1. Check if the USB drivers are installed. To do this, on the Client computer, in the
Command line (cmd.exe), execute the following command:
UninstallClient.exe /usbcheck
2. Install the drivers if they are not installed. To do this, execute the following command:
UninstallClient.exe /usb=true /key=<uninstall key>
3. Uninstall the drivers to reinstall them afterwards. To do this, execute the following
command:
UninstallClient.exe /usb=false /key=<uninstall key>
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Linux Client
Possible Problems with Receiving Data from Clients
If an installed Client does not appear online, do the following:

Make sure that the Linux Client is installed and running by checking the state of the
Client.

Make sure that there are no network connection problems:
On the Server machine, in the Command line (cmd.exe), execute the following command: ping
<Client computer name>. If the command displays network issues, resolve them.
If a Linux Client is online and not sending any data, do the following:

Make sure a license is assigned to the Client.

Make sure there is enough free space on the disk on which the Client is installed.

Make sure the database is not full: there may be no free space left on the disk where
the database is located in the Server database.
If an installed Client has stopped sending data, it may be caused by the following issues:

The Linux Client might have been stopped. Please make sure it is started.

The Client computer may be offline. Make sure it is online and has no network
connection problems.
Checking the State of the Linux Client
If the Linux Client is successfully installed, it will appear on the Clients page of the Management
Tool in the Data View pane.
If there is no Linux Client in the Management Tool, you have to check whether the Client has
been installed.
To check the status of the Linux Client, run the command-line terminal and enter the following
command:
$ service Ekran status
Restarting Linux Client
To restart the Linux Client, use the following command in the terminal of the Client computer:
 $ sudo service Ekran restart
Alternatively, stop and restart the Linux Client using the following commands:


$ sudo service Ekran stop
$ sudo service Ekran start
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