Technical FAQ

Q: When I started EAM server I had an alert message Licence program error.

A: For license error, please fix with the following steps.
1. Go to the EAM server computer, exit the EAM server program.
2. Open C:EAMDATA, delete imonconfig.ini and imonconfig2.ini.
3. Restart the EAM server program.
4. Login EAM, and register the software again.

Q: How to back up database?

A: Please open disk C -> EAMDATA (this is a hidden folder). You will find a "db" folder inside. Copy "db" to another computer, install iMonitor EAM on this computer, open iMonitor EAM console, click Home -> DB settings, change the Database directory into the directory of the copied "db" folder, then you will be able to view the backed up logs.

Q: Does IMonitor EAM work correctly with VPN?

A: Yes, IMonitor EAM can work correctly with VPN network.

Q: Can IMonitor EAM monitor client computers from the internet?

A: Yes. If your EAM server computer uses a static internet IP address, it will be very easy, you only need to input the server IP address while installing the agent program. If you do not have a static internet IP address and you want to monitor computers on the internet (for example oversea client computers), you can setup DDNS and register a free domain to deploy the IMonitor EAM server on the internet. DDNS setup guide
NO-IP Settings
1. The EAM server MUST use a static IP address, like "192.168.1.100".
2. Create a NO-IP account, you will be able to get a NO-IP domain name.
3. Download the NO-IP Windows client program, install it on your EAM server computer, it will update your IP address to your NO-IP domain name.
4. Login the Router control panel, forwarding Ports 25790-25810 (TCP and UDP) to your local EAM server IP address.
5. Install iMonitor EAM.
6. Install EAM agent, please note you have to input the NO-IP domain name for the agent, not the local server IP address.
7. Please make sure that the EAM agent and the server program are not blocked by the firewall.

Q: Does your IMonitorSoft read our computer activity logs? What about privacy?

A: No. All captured logs are saved in the centralized database on your server computer; iMonitor software won't send anything to us. Please refer to our privacy policy for additional details.

Q: Does IMonitor EAM store logs in centralized database on server computer? How to change database directory?

A: Yes. IMonitor EAM is not like other monitoring software, it stores important logs on the centralized database on the server computer, such as keystrokes, mail logs, file logs, clipboard logs, website logs, ftp logs, print job logs, instant messages, etc. The Agent Program uploads collected logs to the server computer AUTOMATICALLY at the interval of X minutes you specified. It stores logs in the centralized database on disk C: of the server computer by default. If you want to change the directory, please click Settings -> Others -> Set Database Directory.

Q: What should I do when I attempting to check logs it always says trying to connect and then unable?

A: If you have not installed the agent program onto the remote computer, please install the Agent first. If the agent program has been installed on the remote computer and if the remote computer is protected by a firewall, please check the firewall settings. On the remote computer (the computer you want to monitor) the ports TCP 4802, TCP 4911, UDP 4801 and UDP 4822 must be enabled on the clients, and ports UDP 38967 to 38983 and UDP 48967 must be open on the server. Please check whether IMonitorSrv.exe, IMonitorMng.exe, FileRec.exe, IMonLogCmd.exe, RDesk.exe or ScreenViewer.exe was blocked by the firewall.

Q: How to set a correct log synchronization time interval?

A: It's based on your license size. We recommend: 3 - 12 licenses: 5 minutes; 13 - 30 licenses: 10 minutes; 31 - 200 licenses: 30 minutes; 200+ licenses: 60 minutes. The default time interval is 1 minute, please change it to a correct value.

Q: I tried to reinstall IMonitor EAM Agent, but I cannot do it because of sharing violation error messages.

A: It means that IMonitor EAM Agent is running now. Try to uninstall it first, restart the computer and then run the installation again.

Q: Anti-spyware or Antivirus software prevents me from installing IMonitor EAM Agent. Or it disables my monitoring software.

A: If you are knowingly installing IMonitor EAM Agent software and you own this computer or have the owner's authorization, you may easily disable warnings in Anti-spyware. So monitored users will not be able to detect the presence of the monitoring software.

Q: Why can't get any key and accessed website logs when logging in computer using standard user account?

A: Since being Standard Users, Windows OS sets some policies for Standard Users which limit the process of IMonitor EAM. Please click here for the solution.

Q: No Web address and URL logs, but Web title logs are fine. What can I do with this?

A: Please follow the instructions below.
1. Select these clients (you can select multiple agents at one time).
2. Please open the EAM console, and click the 'Send Command' button in the Remote desktop tab.
3. When the 'Send command to remote computer' window pops up, please copy the following text without quotes into the field of 'Run Command':
' C:\winnt\system32\drivers\imonagent\install_lsp.exe -a -d C:\winnt\system32\drivers\imonagent\netconfig.dll ' (for Windows 2000, 2003)
' C:\windows\system32\drivers\imonagent\install_lsp.exe -a -d C:\windows\system32\drivers\imonagent\netconfig.dll ' (for Windows XP, Vista and 7)
4. Click the 'Run' button. And one cmd window will show up on the Windows 2000 client PC.
5. When the command operation completes on the client PC, please restart the client PC.

Q: How to install EAM software on third party antivirus and firewall software already existed?

A: Before installing EAM software, turn off your antivirus and firewall software firstly. After installation and testing, if everything is working properly, please put our client program in the exception list of the antivirus software, and also make sure these ports are open: TCP 4802, TCP 4911, UDP 4801 and UDP 4822 on the clients, and UDP 38967 to 38983 and UDP 48967 on the server. Please check whether IMonitorSrv.exe, IMonitorMng.exe, FileRec.exe, IMonLogCmd.exe, RDesk.exe or ScreenViewer.exe was blocked by the firewall.

Q: What are the requirements for an EAM server computer? Any extra software or hardware needed?

A: EAM monitoring software works properly with all Windows OS including the latest Windows 7, no matter 32 bit or 64 bit. Since our EAM software adopts a database which is designed and developed by ourselves, no other database needs to be installed. Hardware requirements are simple:
Intel or AMD CPU 500 MHz or above
Memory 1 GB or above
500 MB free space
10M Ethernet card

Q: Why isn't my remote desktop viewer function working, but other functions like keylogger, chat logs and web logs are fine?

A: If only the remote desktop viewer isn't working, please firstly disable your antivirus software, and then check that ports UDP 38967 to 38983 and UDP 48967 are open on the server. Also please make sure RDesk.exe and ScreenViewer.exe are not being blocked in your firewall.

Q: What are the default user name and password for EAM and Power keylogger?

A: The default username and password for EAM are admin and 000; you can find these when you open the EAM console. And the Power keylogger default user name is admin, password is empty.

Q: Can I use EAM software to monitor multiple user accounts with individual settings? And does EAM provide multiple monitor screen support?

A: At present EAM supports multiple user account activities recorded and also works perfectly with multiple monitor screens. But it currently does not support individual settings for each user account.

Q: Can I install or move EAM software to another computer server or client, these computers are all in the same business company?

A: Sure, you can. For any same business company using our EAM software, you can install or move to another computer server or client without needing to buy an extra license. However you must make sure the current number of clients and server matches the number of licenses you have bought.

Q: Can I install EAM client program remotely on all clients at one time?

A: Yes, our EAM supports remote installation. Firstly choose the client PC you want to install in the EAM console, and then click 'Agent' tab --> 'Install'. After the install window pops up, please input the IP address of your client and user name and password. Since you need the admin user name and password, you can only use remote install on clients one by one.

Q: Can I monitor a client PC outside the office network, for example monitoring at home via internet?

A: Currently EAM software is designed for a business office network, so it doesn't support monitoring clients that are not in the same network. However EAM Professional provides a logs-sent-to-email function, which means EAM will send monitoring logs to the user's pre-set email address. Users can view all logs of client PCs anywhere via an internet connection.

Q: Does EAM software support VPN network?

A: EAM software is proved to work perfectly over a VPN network.

Q: How can I let Windows 2003/2008 server monitor standard users in the domain network?

A: Since a standard user in the domain has no right to write files, the EAM client program can't generate log files with a standard user at the folder C:\Documents and Setting\All users\IMEAM. Below is the solution to only change the EAM folder permission which will let EAM work fine with standard users. Please follow the instructions carefully:
1. Login with an Admin user on the client PC.
2. Install the EAM client. If you have already installed it, please skip this step.
3. After the installation is done, find the folder C:\Documents and Setting\All users\IMEAM (this folder is hidden).
4. Right click this folder, choose the 'Security' tab, select 'User' and set this folder to 'full control'.
5. Log off the admin and then log in with the standard user.

Q: Can I let the EAM client program always run with admin privilege, even under a standard user account?

A: Yes, it is possible with Windows Vista, 7 or Server 2008. See the instructions below:
1. Login with an admin account.
2. Turn off Windows UAC: go to control panel --> user accounts --> change user account control settings.
3. Go to the folder C:\Windows\System32\drivers\imonagent, and right click 'eamservice.exe'.
4. Click 'Properties'.
5. Click 'Change setting for all users' and then check the box 'Run this program as an administrator'.