Tech and Sales Frequently Asked Question
A: iMonitor EAM license size is based on the number of the computer you are going to monitor, i.e. the number of computers which you install Agent in your organization. You will not be able to monitor more computers than the license size as you purchase, and each EAM agent license can monitor one Windows/Mac computer or an user session on Windows Terminal Server/Citrix. For example if you want to monitor 25 computers, you need to purchase the "25 agent license", and we will provide one monitor license for free. If you want more monitor license, then need to purchase additional monitor license.
A: Yes, If one computer breaks down and you need to put it out of commission and replace it with another computer, the licenses can be transferred over. You just need to delete the broken one, and install agent on the new one.
A: For could based monitoring software, we provide 3 days unconditional refund. For EAM, We only offer 15 days free trial for our iMonitor EAM, before you purchase our iMonitor EAM, please take a FREE TRIAL before you buy.
A: After you make the payment. We will send you the software download link, registration code, active code and user guide via email within 24 hours.
A: Sorry, currently we only provide our software via internet downloading,or if you purchase our software from our resellers, you can ask CD-Rom package from them.
A: There is only one flat fee that you need pay once and own the license for the software forever. There is no need to pay for subscription.
A: Yes, of course. We provide technical service via email, online live chat, Skype and Teamviewer. And we have 24/7 online service which can response your requirements timely.
A: If you can't buy our software online, first please try another purchase way to try again, we accept credit card, Paypal and wire transfer payment. If you still can not purchase, PLEASE CONTACT US IMMIDIATELY VIA EMAIL (SUPPORT@IMONITORSOFT.COM). We will provide you alternative purchase links or methods at once.
A: Since our EAM software is designed for business company, currently we don’t sell single license and the min number of license for purchase is 3 licenses. Or we have cloud-based monitoring software that can be sold from one license.
A: When the message "credit card was declined" appears while you processing an order, it means that your credit card issuer/bank has declined the transaction. Usually, an immediately call to your card issuer/bank will clear this up.
A: We provide 1 year free version upgrades. If you do not want to upgrade it after 1 year, you can use it for life time. And for old customer, we offer 30% discount to buy the new version
A: Sorry, we do not accept Purchase Order, you can pay with Credit Card. Paypal or Wire Transfer.
A: Yes,we provide digital invoice for customer, we will send you by email if you request that. The invoice information is according to your purchase information.
A: We are here to help! Please double-check with your credit-card provider: sometimes they will hold more than one transaction in Pending status, especially if it takes a few tries to complete the transaction. If there is more than one transaction in “Settled” status, please fax your credit card statement or other written confirmation to us at +1-858-777-5553 and we will gladly review the situation.
A: Please click here for a copy of the BlueSnap W-9 form.
A: Our license is based on the number of computers, there is no unlimited license and price.
A: Yes, you can. But the two office must belong to one company. Since this is a monitoring software we don't want the payment to pass by the accounting department.
A: It seems the email was blocked by some reason,please send me your order number and I will send the license code to you again.
A: 500 MHz or faster processor 256 MB of RAM 1 GB of available hard disk space Operating Systems Supported: Windows 2000/XP/Vista/7/8/10, Windows server 2000/2003/2008/2010/2012, 32bit and 64 bit. Mac OS 10.8 and newer
A: 500 MHz or faster processor 2048 MB of RAM 10 GB of available hard disk space Operating Systems Supported: Windows 2000/XP/Vista/7/8/10, Windows server 2000/2003/2008/2010/2012, 32bit and 64 bit.
iMonitor EAM will not require customer to purchase other 3rd party database like Microsoft SQL or MySQL etc any more. So one server computer and router which make client computers connect with server terminal will be enough to build up EAM working environment.
A: Yes, iMonitor EAM support site-to-site VPN connection, you can install EAM server in the main office, and monitor all remote computers from different sites. And you can also use the Domain administrator to install agent program remotely.
A: Yes, iMonitor EAM support internet connection, you can install EAM server in United States, and install the client terminal in England, and you can monitor all the client computers with all EAM features. If your EAM server computer use a public 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 public internet ip address and you really want to monitor computers on the internet (for example oversea client computers), you can setup DDNS(For example NO-IP.com) and register a free domain to deploy iMonitor EAM server on the internet.
A: You can copy the agent installer on a flash drive and insert it to the target computer to install.
A: The agent processes can not be hidden in the task manager, but it can not be ended in task manager since it can protect itself and keep running always.
A: The agent program will work in totally stealth mode, no pop-up windows, no item in Add/Remove Programs, not item in windows start up menu, and can not be ended by the user.
A: Please change it by editing C:\Windows\system\sys\syssettings\serverip.cfg, please note that the file folder is a hidden folder, if you do not know how to show hidden folders please search on Google.
A: Yes you can, EAM supports remotely install the windows agent program. Firstly please choose Agent section on your console, after install window pop up, EAM will scan the computers what in the same network with your server computer. Then please choose the one(s) you want to install, click remotely install, the installation will be automatically done.
A: Please do the following steps to fix this error: 1. Please check the server IP address. If the EAM server IP address is not correct, you have to get the correct IP address and log in again. 2. If the server IP is correct, please restart EAM server program and check if there is a license error message at the start up on the EAM server computer, if there it is, then please contact us about this issue. 3. Please open Windows Task Manager on the EAM server computer, and check if eamserver.exe, eamlogrec.exe, eamrdpsrv.exe and IMonLogCmd.exe are in the processes list or not, if you can not find one of them, you need to configure antivirus settings and re-install the EAM server program.
A: Please open the database folder(the default path is C:\EAMDATA\, and it 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 copied "db" folder, then you will be able to view the backed up logs.
A: Yes, iMonitor EAM stores important logs on centralized database on server computer, such as keystrokes, mail logs, file logs, clipboard logs, website logs, ftp logs, print job logs, instant message, etc. The agent program uploads will collect logs to server computer AUTOMATICALLY at interval of X minutes you specify. It stores logs in centralized database on server computer, the default folder is C:\EAMDATA\db. It is a hidden folder. if you want to change the directory,please click Settings Others Set Database Directory.
A: The default password for EAM console log in is 000.
A: Yes, you can. For any same business company using our EAM software, you can install or move to another computer server or client without needing buy extra license. However you must make sure current number of client and server,they are matched with the numbers of license you have bought.
A: Since standard user in the domain has no right to write files, EAM client program can't generate logs files with standard user at the folder C:\Documents and Setting\All users\IMEAM. Below is the solution to only change EAM folder permission which will let EAM work fine with standard user. Please follow the below instructions carefully: 1. Log in with Admin user on the client PC. 2. Install EAM client . If you have already installed, please skip this step. 3. After install done, find the folder C:\Documents and Setting\All users\IMEAM, PS. this folder is hidden one. 4. Right click this folder, and choose Security tab, at here select User and set this folder being full control. 5. Log off admin and then log in with standard user.
A: We provide 20% discount for common reseller, the 20% discount is no limit, just need to tell us your clients quantity, your company information. And we provide tech service directly for your user. Please send the following info to email@example.com to register as iMonitor's reseller. Your company name: Your company address: Your full name: Email: Phone number:
A: If you want to become our reseller, the process is very simple, please firstly send us your company information such as company name, email address, website, telephone number and contact person name, etc. Before you make the purchase please contact us and we will provide you 20% coupon code. After you purchase that, we will send you the software download link, registration code, active code and user guide to you via email within 24 hours. And we can provide the tech service for your customer service directly. If you want more reseller discount, please contact firstname.lastname@example.org and our service will contact you back about the details.
A: If you are knowingly about installing iMonitor EAM agent software on and you own this computer or have owner's authorization, you may easily disable warnings in Anti-spyware. So monitored users will not be able to detect presence of monitoring software.
A: For EAM console program and server program, you have to add the EAM installation folder into the exclusion list. For EAM Professional, the default folder is "C:\Program Files\EAM Professional" For EAM Standard, the the default folder is "C:\Program Files\EAM Standard". The main program file path is: C:\Program Files\EAM Professional\eamlogrec.exe C:\Program Files\EAM Professional\eamserver.exe C:\Program Files\EAM Professional\eamrdpsrv.exe C:\Program Files\EAM Professional\imonlogcmd.exe For EAM agent program, you have to add agent program installation folder and the main program file path into the exclusion list. The path of agent installation folder is: C:\Windows\system\sys\syscon\ The main program file path is: C:\Windows\system\sys\syscon\mssys.exe C:\Windows\system\sys\syscon\mskes.exe
A: You have to add the following program files into exclusion list of firewall. EAM server: eamserver.exe, IMonLogCmd.exe, eamrdpsrv.exe, eamlogrec.exe EAM Console: IMonitorMng.exe, eamrdp.exe, eamrdp2.exe EAM Agent: mssys.exe
A: Please do the following steps: 1. Add EAM installation folder into the exclusion list of your antivirus. 2. Disable your antivirus. 3. Reinstall iMonitor EAM. 4. Enable your antivirus.
A: It dues to that antivirus always do not detect threats in real time.