Ekran System v.5.2 Deployment Guide

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1 Ekran System v.5.2 Deployment Guide

2 Table of Contents About... 6 System Requirements... 7 Program Structure... 9 Deployment Process Server and Database About Database Types Comparison High Availability Mode About Standard and High Availability Modes Comparison Installing/Uninstalling/Updating the Server Installing the Server Installing the Server in the Cloud Adding Server Executable to Windows Firewall Using an External/Cloud-Based Server Computer Updating the Server Uninstalling the Server Management Tool About Management Tool Installation Prerequisites Prerequisites Overview Turning on Internet Information Service (IIS) Turning on IIS for Windows 8 and Windows Turning on IIS for Windows Server 2008 R Turning on IIS for Windows Server Installing.NET Framework Configuring Internet Information Service (IIS) Using Certificates Generating Self-Signed Certificate Exporting Self-Signed Certificate Importing Trusted Certificate Adding Certificate to Trusted Root Certification Authorities Setting HTTPS Binding for a Default Web-Site

3 Installing/Uninstalling/Updating the Management Tool Installing the Management Tool Adjusting Computer for Remote Access Updating Management Tool Uninstalling Management Tool Opening Management Tool Licensing General Licensing Information About Update & Support Period Viewing License State Activating Serial Keys Online Adding Activated Serial Keys Offline Deactivating Serial Keys Client License Management Windows Clients About Monitoring via Windows Clients Installing Windows Clients About Setting up Environment for Remote Installation Windows Client Installation Prerequisites Disabling Simple File Sharing in Windows XP Disabling Sharing Wizard in Windows 8.1, Windows 8 and Windows Checking System Services Setting up Windows Vista, Windows XP, Windows Server 2003 Firewall Setting up Firewall for Windows 8.1, Windows 8, Windows 7, Windows Server 2012, Windows Server Installing Windows Clients Remotely via the Management Tool About Selecting Computers Remote Windows Client Installation Process Remote Installation from an Existing.INI File Installing Windows Clients Locally About Windows Client Installation Package Generating Windows Client Installation Package

4 Installing Windows Clients Locally with Custom Monitoring Parameters Downloading Windows Client Installation File (.exe) Installing Windows Clients Locally without.ini File Installation via Third Party Software Installing Windows Client on Amazon WorkSpace Updating Windows Clients About Windows Client Status after Server Update Updating Windows Clients Automatically Updating Windows Client Manually Reconnecting Windows Clients to Another Server Uninstalling Windows Clients About Client Uninstallation Key Uninstalling Windows Clients Remotely Uninstalling Windows Clients Locally Viewing Windows Clients Linux Clients About Monitoring via Linux Clients Installing Linux Client About Downloading Linux Client Installation File Installing Linux Clients Uninstalling Linux Clients Viewing Linux Clients Tray Notifications Application About Installing/Uninstalling the Tray Notifications Application Installing the Tray Notifications Application Uninstalling the Tray Notifications Application Troubleshooting Quick Access to Log Files Database/Server Database/Server Related Issues Database/Server Related Error Messages

5 Management Tool Management Tool Related Issues Management Tool Error Messages Windows Client Checking that the Client Is Installed Clients Installation/Uninstallation Issues and Error Messages Linux Client Checking the State of the Linux Client Restarting Linux Client

6 About About Welcome to Ekran System! Ekran System is an application that allows you to record the activity of the target computers with installed Clients and to view the screen captures from these computers in the form of video. This guide will help you in managing Ekran System components (installing, uninstalling, updating, etc.) and controlling their interaction. 6

7 System Requirements System Requirements Ekran System claims different system requirements for each of its components. Make sure your hardware and software meet the following system requirements to avoid possible component malfunctions. Ekran System Server requirements: 2 GHz or higher CPU 1024 MB or more RAM Enterprise-level Ethernet card Minimum 1 Gbit/s network adapter Windows Server 2016, Windows Server 2012, and Windows Server 2008 R2 (x64 platform).net Framework or higher NOTE: If the Server and the Management Tool are to be installed on the same computer, make sure you turn on the Internet Information Service before the installation of.net Framework [When using MS SQL Database]: Full edition of MS SQL Server 2008R2 SP1 or higher. Standard license or higher is required. NOTE: If you want to deploy the Ekran System in the High Availability mode, enabled Message Queueing and configured NLB cluster are required. Please refer to the High Availability Deployment Guide for more information. Ekran System Management Tool requirements: 2 GHz or higher CPU 1024 MB or more RAM 100 Mbit/s network adapter Windows 10, Windows 8.1, Windows 8, Windows 7 (any edition except Home); [recommended] Windows Server 2016, Windows Server 2012 and Windows Server 2008 R2 (starting from SP1 version). Both x86 and x64 platforms are supported..net Framework or higher IIS 7.5 or higher with enabled ASP.NET 3.5 and 4.5 support (4.6 for Windows Server 2016) [For accessing the Management Tool locally or remotely] One of the following browsers: Google Chrome 37 or higher Mozilla Firefox 32 or higher Internet Explorer 10 or higher Safari S5 and Safari S6 Opera 15 or higher 7

8 System Requirements NOTE: The Management Tool might be opened in other browsers, but its compatibility with other browsers is not guaranteed. Windows Client requirements: 1 GHz or higher CPU 512 MB or more RAM 100 Mbit/s network adapter Windows 10, Windows 8.1, Windows 8, Windows 7, Windows Vista, Windows XP SP3; Windows Server 2016, Windows Server 2012, Windows Server 2008, and Windows Server 2003 SP1. Both x86 and x64 platforms are supported. Citrix XenDesktop; Citrix XenApp; Citrix XenDesktop/XenApp with Citrix Provisioning Services (PVS). It is recommended to have not less than 500MB of free space on the disk where the Client is installed to save data during the offline session. Linux Client requirements: 1 GHz or higher CPU 512 MB or more RAM 100 Mbit/s network adapter It is recommended to have not less than 500MB of free space on the disk where the Client is installed to save data during the offline session. Linux Kernel and higher Distributor Base OS Versions Supported Debian RedHat Debian Ubuntu Linux Mint RedHat CentOS Oracle Linux 8.0, , 15.0, 14.0, xx , x, 6.x 7.x Sun Microsystems Solaris 11.x 10.0 NOTE: When Ekran System Client is installed to the terminal server, hardware requirements depend on the number of active user sessions and may increase drastically. For example, hardware requirements for Ekran System Client deployed on the terminal server hosting 10 active user sessions will be as follows: Intel Core i3 or similar AMD CPU 2048 MB RAM 8

9 Program Structure Program Structure Ekran System is an application specially designed to control user activity remotely. Ekran System includes the following components: Ekran System Server (further referred to as Server): It is the main part of the Ekran System used for storing the screen captures and associated information received from the Clients. The work of the Server can be started or stopped via Server Tray. Ekran System Management Tool (further referred to as Management Tool): It is a central administrative unit that allows you to control and manage Clients, Users, Alerts, Server database and Serial Keys. You can have access to the Management Tool from any computer in the network without having to install it on this computer. Starting from version 4.0, Ekran System Monitor functionality is added to the Management Tool. A new Ekran System Player provides a usable interface for quick review of the monitored data received from the Windows and Linux Clients. Ekran System Windows Clients (further referred to as Windows Clients): Being hosted on the remote computers, Windows Clients create screen captures of certain quality and defined frequency and send them to the Server. Managing the remote Windows Clients configuration and settings is performed via the Management Tool. Ekran System Linux Clients (further referred to as Linux Clients): Being hosted on the remote computers, Linux Clients capture input/output terminal data (including all executed commands) and send this interactive data to the Server. Ekran System Tray Notifications application (further referred to as Tray Notifications application): This application allows receiving notifications on alert events on Clients. 9

10 Deployment Process Deployment Process The Ekran System installation consists of several steps: 1. Installing the Server: To deploy the system, first of all you need to install the Server. The Server is used to store and process all records sent by the Clients hosted on the remote computers. During the Server installation you can select the type of the database and define administrator credentials. NOTE: You can deploy the Ekran System in the High Availability mode, which allows you to work with multiple Server instances in the Network Load Balancer cluster. This would provide a high level of operational performance, which allows minimizing downtime and service interruptions. Please refer to the High Availability Deployment Guide for more information. 2. Completing Management Tool installation prerequisites: To install and run the Management Tool, you need to turn on the Internet Information Service on your computer, add the selfsigned or trusted certificate to the Trusted Root Certification Authorities and set HTTPS binding for a default web site (or any other IIS site). 3. Installing the Management Tool: The Management Tool is used to manage Users, Clients, Alerts and Databases, as well as to view the monitored data received from Clients. Connection with the Server is required for the Management Tool to operate. 4. Activating serial keys (adding activated serial keys): To be able to receive data from the Clients, you need to license the Clients by activating purchased serial keys. 5. Installing the Clients: Installing Windows Clients: The Windows Clients are usually installed remotely via the Management Tool. A Windows Client can be installed on any computer in the network. The Windows Clients collect user activity data and send it to the Server. Please note that several conditions have to be met for successful remote Client installation. Installing Linux Clients: The Linux Clients are installed locally. The Linux Clients capture input/output terminal data (including all executed commands) and send this interactive data to the Server. 6. Installing the Tray Notifications application: The Tray Notifications application can be installed on any computer and as long as there is connection to the Server, the Tray Notifications application displays notifications on all alert events received from Clients. After installing all the system components, Ekran System is considered deployed and all its features become available. 10

11 Server and Database Server and Database About The Server is the main component of the system, which provides interaction between other components. The Server stores all monitored data, user accounts, and system settings in the database. Database Types Comparison When installing the Server, you can choose between the two types of databases (MS SQL database and Firebird database). These databases have the following differences: Feature MS SQL Database Firebird Database Free No (has a limited free version) NOTE: Using MS SQL Express does not guarantee the stable work of the Server. Yes Processing speed High Low Remote access to database Yes No Requires additional software installation Yes No Security High Low High Availability Mode About The High Availability mode allows you to configure and deploy Ekran System in such a way that it can work with multiple Server instances in the Network Load Balancer cluster. This would allow balancing the load of data sent to the servers by Ekran Clients and ensure data integrity in case any of the instances goes offline for any number of reasons. Additionally, Ekran System deployed in the High Availability mode includes a special License Server, which manages Client licenses in the whole system. NOTE: The High Availability mode is available only if you have an activated Enterprise serial key. 11

12 Server and Database Standard and High Availability Modes Comparison The Standard and High Availability modes have the following differences: Feature Standard Mode High Availability Mode Serial key types One of the following serial keys: Standard Trial Subscription Enterprise serial key and one of the following keys: Standard Trial Subscription Database type Firebird or MS SQL MS SQL Number of Servers One Multiple System requirements Additional Ekran System components Standard system requirements. None Standard system requirements, enabled Message Queueing, and configured NLB cluster. License Server Additional Software None NLB cluster NOTE: We recommend using Windows NLB. We cannot guarantee the High Availability Mode to function with other load balancers correctly. Component connection Recommended for Physical IP address Average number of Client computers. Logical IP address Large number of Client computers. 12

13 Server and Database Installing/Uninstalling/Updating the Server Installing the Server To install the Server, do the following: 1. Run the EkranSystem_Components.exe installation file. 2. Click Next on the Welcome page. 3. Carefully read the terms of the End-User License Agreement and click I Agree. 4. On the Choose Components page, do one of the following and click Next: In the drop-down list, select Ekran System Server. Select Ekran System Server in the box. 5. On the Choose Install Location page, enter the installation path or click Browse to navigate to the Server installation folder. Click Next. 13

14 Server and Database 6. On the Database Type page, select the type of database you want to use for storing data. Click Next. See the Database Types Comparison chapter, to see the difference and choose the proper type of the database. 7. If you have selected MS SQL Server, on the MS SQL Server Database Configuration page, define the connection parameters and then click Next. Define the MS SQL Server instance name, which is the instance name assigned to the TCP/IP port. Define the Database name for the database. Define the User name and Password of a user account via which the connection to the Server will be established. NOTE: You have to define either the SA credentials or the credentials of the user with the dbcreator permission. 14

15 Server and Database 8. If you have selected Firebird database, on the Database Location page, enter the database path or click Browse to navigate to the database installation folder. Click Next. 9. If you already have a database created during the usage of previous versions of the program, you will be offered to re-use it. If you want to use the existing database, click Yes. In other case, click No and the new database will be created. NOTE: If you click No, the existing database will be deleted. 10. On the Administrator password page, define the password for the administrator (the default user of Ekran System with login admin and full permissions). Click Next. 15

16 Server and Database 11. On the Ekran System Client Uninstallation Key page, enter the key that will be used during the Client local uninstallation and click Next. By default, the Uninstallation key is allowed. You will be able to change this key via the Management Tool any time later. 12. Click Install. 13. The process of installation starts. Its progress is displayed on the Installing page. 14. After the end of the installation process, click Finish to exit the wizard. 15. In Windows Firewall, you must allow the Server executable to accept TCP connections via ports 9447 and 9449 (for the connection between the Server and the Clients), (for the connection between the Server and the Management Tool). These rules will be added to Windows Firewall automatically, if Windows Firewall is enabled during the Server installation. Installing the Server in the Cloud To install the server in the cloud, do the following: 1. In the cloud, install the Server in a usual way. 2. In the cloud management console, allow the Server executable to accept TCP connections via ports 9447 and 9449 (for the connection between the Server and the Clients), and (for the connection between the Server and the Management Tool). NOTE: It is recommended to install the Server and Management Tool on the same machine. Adding Server Executable to Windows Firewall Please note that Windows Firewall will be adjusted automatically, if it is enabled during the Server installation. If you use any other Firewall, it should be adjusted as well. To add the Server executable to the Windows Firewall, do the following: 16

17 Server and Database 1. In the Control Panel, select System and Security > Windows Firewall. 2. In the Windows Firewall window, click Advanced settings. 3. In the Windows Firewall with Advanced Security window, right-click Inbound Rules and select New rule. 4. The New Inbound Rule Wizard opens. 5. On the Rule Type page, select Program and click Next. 17

18 Server and Database 6. On the Program page, select This program path, then click Browse and navigate to the Server executable. The default path is "C:\Program Files\Ekran System\Ekran System\Server\EkranServer.exe ". Click Next. 7. On the Action page, select Allow the connection and then click Next. 8. On the Profile page, select the profile of the network used for connecting remote computers and the Server. Click Next. 9. On the Name page, define the Name of the rule. Click Finish. 18

19 Server and Database 10. The rule is created for the Server application. By default, the rule allows any connections via all ports. 11. To define the protocol and ports, double-click the created rule. The Ekran Properties window opens. 12. In the Protocols and Ports tab, do the following: In the Protocol Type list, select TCP. 19

20 Server and Database In the Local port list, select Specific Ports. Type the following port numbers in the box below: o 9447 and 9449 (for the connection between the Server and the Clients) o (for the connection between the Server and the Management Tool) 13. Click Apply to save changes. Click OK. 14. Close the Windows Firewall window. Using an External/Cloud-Based Server Computer If your Server is not in the same network as Clients or the Management Tool, do the following: 1. Make sure your Server has a unique external IP address. 2. Specify this address when installing the Management Tool and installing the Client. Updating the Server The updating of the Server is performed via the installation file of a newer version. During an update you may select to update the existing database to a newer version or simply reinstall it. To update the Server, do the following: 1. Run the EkranSystem_Components.exe installation file. 2. On the Welcome page, click Next. 3. On the Already Installed page, select Update/Add/Remove components and click Next. 4. On the Choose Components page, select Ekran System Server and click Next. 20

21 Server and Database 5. On the Database Update page, if you want to keep the existing database, select Update database to a new version, otherwise select Reinstall the database. Click Next. NOTE: To change the type of a database, you need to reinstall the whole system. 6. The update process starts. 7. After the end of the update process, click Finish to exit the wizard. Uninstalling the Server The Server uninstallation is an irreversible operation, during which the database is removed without any user confirmations. NOTE: Before uninstalling the Server, make sure you have uninstalled all the Clients from the remote computers. If you don't uninstall the Clients, they will remain installed on the remote computers and collect the data locally. It will be impossible to remove them in a common way. To uninstall the Server from the local computer, do the following: 1. Run the EkranSystem_Components.exe installation file or click Uninstall/Change on the Ekran System application in the Programs and Features window of the Windows Control Panel. 2. The setup wizard opens. 3. Click Next on the Welcome page. 4. On the Already Installed page, select Uninstall and click Next. 21

22 Server and Database 5. On the Uninstall Ekran System page, click Uninstall. 22

23 Server and Database 6. If you want to delete the database, click Yes in the confirmation message. In other case, click No and you will be able to use the saved database during the next installation of the program. 7. Wait for the uninstallation process to complete. 23

24 Management Tool Management Tool About The Management Tool is the component for managing the whole system and viewing monitored data received from Clients. It can be installed on any computer, but a network connection to the Server is required for the Management Tool to operate. There can be several computers with the installed Management Tool in the system. The work with the Management Tool is performed via your browser. Management Tool Installation Prerequisites Prerequisites Overview The following prerequisites are necessary for successful installation of the Management Tool. For Windows 7, it is important that you follow these steps in correct order. To be able to install the Management Tool, you need to: 1. Turn on the Internet Information Service. 2. Install.NET Framework. 3. Configure the Internet Information Service. 4. Generate a self-signed certificate or import a purchased SSL certificate issued for the computer, on which the Management Tool will be installed. 5. Add the certificate to the Trusted Root Certification Authorities on the computer, on which the Management Tool will be installed. Otherwise a certificate error will be displayed in your browser when opening the Management Tool. 6. Set HTTPS binding for a default web site (or any other IIS site). NOTE: If you already have a certificate generated for the computer on which the Management Tool will be installed, you can skip certificate generation step and use an existing certificate. 24

25 Management Tool Turning on Internet Information Service (IIS) Turning on IIS for Windows 8 and Windows 7 To turn on the Internet Information Service for Windows 8 and Windows 7, do the following: 1. Select Control Panel > Programs and Features (Program uninstallation). 2. Click the Turn Windows features on or off navigation link. 3. The Windows Features window opens. 4. In the features tree-view, select the Internet Information Services check box. 5. Click OK. 25

26 Management Tool Turning on IIS for Windows Server 2008 R2 To turn on the Internet Information Service for Windows Server 2008 R2, do the following: 1. In the Start menu, select All Programs > Administrative Tools > Server Manager. 2. In the navigation pane, select Roles, and then click Add Roles. 3. The Add Roles Wizard opens. 4. On the Before You Begin page, click Next. 5. On the Server Roles page, select Web Server (IIS), click Next, and then go to the Role Services page to start configuring Web Server (IIS). 26

27 Management Tool Turning on IIS for Windows Server 2012 The Internet Information Service can be turned on using the Windows PowerShell or Windows Server 2012 Server Manager. To turn on the Internet Information Service for Windows Server 2012 using Windows PowerShell, do the following: 1. In the Start menu, select Windows PowerShell. 2. Enter the following command and click Enter: Install-WindowsFeature -Name Web-Server, Web-Mgmt-Tools To turn on the Internet Information Service for Windows Server 2012 using Server Manager, do the following: 1. In the Start menu, select Server Manager. 2. In the navigation pane, select Dashboard, then click Manage > Add roles and features. 3. The Add Roles and Features Wizard opens. 4. On the Before You Begin page, click Next. 5. On the Installation type page, select Role-based or feature-based installation, and then click Next. 27

28 Management Tool 6. On the Server Selection page, select Select a server from the server pool, select your server from the Server Pool list, and then click Next. 7. On the Server Roles page, select Web Server (IIS), click Next and then click Add Features to start configuring Web Server (IIS). 28

29 Management Tool Installing.NET Framework Windows 10 and Windows Server 2016 usually have.net Framework 4.6 installed.. If you are using Windows 10, Windows 8.1, Windows 8, Windows 7, Windows Server 2012, Windows Server 2008, or if there is no.net Framework on other Windows versions, you can download it from the Microsoft official and run the installation file on your computer. Alternatively, on Windows Server 2012, you can install.net Framework using Windows PowerShell. To install.net Framework and configure Internet Information Service (IIS) for Windows Server 2012 using Windows PowerShell, do the following: 1. In the Start menu, select Windows PowerShell. 2. Enter the following command and click Enter: Install-WindowsFeature -Name NET-Framework-Core, Name NET-Framework-45- ASPNET, Name Web-Asp-Net45, Name Web-ISAPI-Ext, Name Web-ISAPI-Filter Configuring Internet Information Service (IIS) Windows 8 Make sure that all the following check boxes are selected in the Windows Features window and then click OK:.NET Framework 3.5 and.net Framework 4.5 Advanced Services; Internet Information Services > Web Management Tools > IIS Management Console; Internet Information Services > World Wide Web Services > Application Development Features > ASP.NET 3.5 and ASP.NET 4.5; Internet Information Services > World Wide Web Services > Common HTTP Features > Static Content. 29

30 Management Tool Windows 7 Make sure that all the following check boxes are selected in the Windows Features window and then click OK: Internet Information Services > Web Management Tools > IIS Management Console; Internet Information Services > World Wide Web Services > Application Development Features > ASP.NET; Internet Information Services > World Wide Web Services > Common HTTP Features > Static Content. Windows Server In the Add Roles Wizard window, on the Role Services page, make sure that the following check boxes are selected: Common HTTP Features > Static Content; Application Development > ASP.NET. 4. Click Next and then click Add Required Role Services. 5. On the Role Services page, make sure that the following check boxes are selected: 30

31 Management Tool Management Tools > IIS Management Console. 6. Click Next and then click Install. 7. After the end of installation, click Close. Windows Server In the Add Roles and Features Wizard window, on the Server Roles page, make sure that the Web Server (IIS) check box is selected and then click Next. 2. On the Features page, make sure that the following check boxes are selected:.net Framework 3.5 Features (Installed) >.NET Framework 3.5;.NET Framework 4.5 (Installed) > ASP.NET Click Next. 4. On the Web Server Role IIS page, click Next. 5. On the Role Services page, select the ASP.NET 4.5 check box (under Application Development). 6. Click Next and then click Add Features. 7. On the Role Services page, make sure that the following check boxes are selected: Application Development >.NET Extensibility 4.5 > ASP > NET 4.5 > ISAPI Extensions > ISAPI Filters. 31

32 Management Tool 8. Click Next and then click Install. 9. After the end of installation, click Close. Using Certificates Generating Self-Signed Certificate To generate a self-signed certificate on the machine, on which you will install the Management Tool, do the following: 1. Open the Internet Information Service Manager: For Windows 8 or Windows 7: Open Computer > Manage > Services and Applications > Internet Information Services (IIS) Manager. For Windows Server 2012 or Windows Server 2008: Press Windows+R, enter inetmgr in the Run window and then press Enter. NOTE: Using the inetmgr command is a common way of opening the Internet Information Service Manager for any version of the Windows operating system. 2. Click the main node in the Connections tree-view and then double-click the Server Certificates item under the IIS category. 32

33 Management Tool 3. The Server Certificates pane opens. 4. On the Actions pane (to the right), click Create Self-Signed Certificate. 5. The Create Self-Signed Certificate window opens. 6. Enter the name for a certificate in the Specify a friendly name for the certificate box and select Personal in the Select a certificate store for the new certificate drop-down list. Click OK. 7. The certificate is created. 33

34 Management Tool Exporting Self-Signed Certificate To export self-signed certificate, do the following: 1. In the Internet Information Service Manager, on the Server Certificates pane, select the generated certificate and click Export on the Actions pane or in the certificate right-click menu. 2. In the Export Certificate window, define the location and password for the certificate. Click OK. 3. The certificate is exported and can be added to the Trusted Root Certification Authorities. Importing Trusted Certificate To import a purchased certificate issued for the computer, do the following: 1. Open the Internet Information Service Manager: For Windows 8 or Windows 7: Open Computer > Manage > Services and Applications > Internet Information Services (IIS) Manager. For Windows Server 2012 or Windows Server 2008: Press Windows+R, enter inetmgr in the Run window and then press Enter. NOTE: Using the inetmgr command is a common way of opening the Internet Information Service Manager for any version of the Windows operating system. 2. Click the main node in the Connections tree-view and then double-click the Server Certificates item under the IIS category. 3. The Server Certificates pane opens. 4. On the Actions pane (to the right), click Import. 34

35 Management Tool 5. In the Import Certificate window, click the dots ( ) to browse for the file of the purchased certificate and enter its password in the Password field. 6. Click OK. 7. The certificate is imported and displayed on the Server Certificates pane of the Internet Information Services (IIS) Manager. Adding Certificate to Trusted Root Certification Authorities Before adding the self-signed certificate to the Trusted Root Certification Authorities, it should be exported. For purchased certificates that were issued for your computer this procedure is not needed. To add the certificate to the Trusted Root Certification Authorities, do the following: 1. Press Windows+R, type mmc in the Run text box and press Enter. 2. In the opened User Account Control window, click Yes. 35

36 Management Tool 3. In the Console window, select File > Add/Remove Snap-in. 4. In the opened Add or Remove Snap-ins window, select Certificates > Add. 5. In the opened Certificates snap-in window, select Computer account and click Next. 6. In the opened Select Computer window, select Local computer: (the computer this console is running on) and click Finish. 36

37 Management Tool 7. In the Add or Remove Snap-ins window, click OK. 8. In the Console window, expand the Certificates (Local computer) node. 9. In the Certificates (Local computer) tree-view, find the Trusted Root Certification Authorities node. 10. In the right-click menu of the Trusted Root Certification Authorities node, select All Tasks > Import. 37

38 Management Tool 11. The Certificate Import Wizard opens. 12. On the Certificate Import Wizard Welcome page, click Next. 13. On the File to Import page, click Browse to find the certificate to be imported and then click Next. 38

39 Management Tool 14. On the Private key protection page, enter the certificate password and then click Next. 15. On the Certificate Store page, click Next. 16. On the last page of the Certificate Import Wizard, click Finish. 39

40 Management Tool 17. In the confirmation message, click OK. 18. The certificate is imported and is displayed in the Console window in the Certificates node. Please note that the Issued To field contains the name of the computer, on which the Management Tool will be installed in the format that will be used when opening the Management Tool. 19. Close the Console window. 40

41 Management Tool Setting HTTPS Binding for a Default Web-Site To set HTTPS binding for a default web-site, do the following: 1. Open the Internet Information Service Manager: For Windows 8 or Windows 7: Open Computer > Manage > Services and Applications > Internet Information Services (IIS) Manager. For Windows Server 2008 or Windows Server 2012: Press Windows+R, enter inetmgr in the Run window and then press Enter. NOTE: Using the inetmgr command is a common way of opening the Internet Information Service Manager for any version of the Windows operating system. 2. Expand the node with the name of the target computer in the central pane. 3. Expand the Sites node. 4. Select the Default Web Site. NOTE: If there is no such site in the Internet Information Services (IIS) Manager of your computer, you can select any other site (the name of the site does not matter). 5. Click the Bindings navigation link on the right. 6. The Site Bindings window opens. 41

42 Management Tool 7. If there is no binding of HTTPS type in the Site Bindings window, click Add. 8. The Edit Site Binding window opens. 9. In the Type box, select https. 10. Next to the SSL certificate drop-down list, click Select. 11. The Select Certificate window opens, where the list of existing certificates is displayed. 12. In the Select Certificate window, select the certificate generated for the Management Tool and then click OK. 13. In the Add Site Binding window, click OK. 14. In the Site Bindings window, click Close. 15. Now the Internet Information Service is fully adjusted and you can start installing the Management Tool. Installing/Uninstalling/Updating the Management Tool Installing the Management Tool To install the Management Tool, do the following: 1. Run the EkranSystem_ManagementTool.exe installation file. 2. On the Welcome page, click Next. 42

43 Management Tool 3. Carefully read the terms of the End-User License Agreement and click I Agree. 4. On the Connection Settings page, do the following and then click Next: In the Server address box, enter the name or IP address of the computer on which the Server is installed. In the URL address field enter the folder where the Management Tool will be located within IIS. This URL will be used when opening the Management Tool. 5. On the Choose Install Location page, enter the destination folder in the corresponding field or click Browse and in the Browse For Folder window, define the destination folder. Click Install. 6. The process of installation starts. Its progress is displayed on the Installing page. 43

44 Management Tool 7. After the end of the installation process, click Close to exit the wizard. 8. The Management Tool is displayed as an application of a default web site or any other site with https connection in the Internet Information Services (IIS) Manager. 9. Now you can open the Management Tool via your browser from the same computer or a remote one. Adjusting Computer for Remote Access If you want to open the Management Tool from the computer different from the one where the Management Tool is installed, you need to adjust Firewall settings to be able to access this computer. If the users access Management Tool only from computers where it is installed, there is no need to configure Firewall. To adjust Firewall on the computer where the Management Tool is installed, do the following: 1. In the Control Panel, select System and Security > Windows Firewall. 2. In the Windows Firewall window, click Advanced settings. 3. In the Windows Firewall with Advanced Security window, right click Inbound Rules and select New rule. 4. The New Inbound Rule Wizard opens. 5. On the Rule Type page, select Predefined and then select Secure World Wide Web Services (HTTPS) in the list. Click Next. 44

45 Management Tool 6. On the Predefined Rules page, select the World Wide Web Services (HTTPS Traffic-In) check box. Click Next. 45

46 Management Tool 7. On the Action page, select Allow the connection. Click Finish. 8. The new inbound rule for Firewall is created. Updating Management Tool To update the Management Tool, do the following: 1. Run the Management Tool installation file (EkranSystem_ManagementTool.exe) of a newer version. 2. On the The program is already installed page, select Update and then click Next. 3. Follow the installation instructions. 4. The Management Tool will be updated to the new version. 46

47 Management Tool Uninstalling Management Tool To uninstall the Management Tool, do the following: 1. Open the Programs and Features window of the Windows Control Panel. 2. In the Programs and Features window, find the Ekran System Management Tool application. 3. In the right-click menu of the application, select Uninstall. 4. The setup wizard opens and starts the uninstallation process. 5. When the process is completed, click Close, to exit the setup wizard. 6. The Management Tool is uninstalled and removed from the Internet Information Service (IIS). Opening Management Tool To open the Management Tool, do the following: 1. Open the browser and enter of the computer or IP on which the Management Tool is installed>/<url address that has been specified during the Management Tool installation> in the address line. For example, NOTE: If the certificate is not added to the Trusted Root Certification Authorities or the name of the computer entered in the browser address doesn t match the subject (Issued To field) of the certificate, your browser will display a certificate error when opening the Management Tool. 2. The Management Tool opens. 3. Enter the credentials of the existing user, added to the system: For an internal user, enter login and password, defined during user creation. For a Windows user, enter the login in the form <domain name>\<user name> and Windows authentication password. Please note, if the Active Directory user group has been added to the system, the users belonging to it can login using their Windows credentials. 4. The Home page of the Management Tool opens. Please note, the Management Tool may take a while to launch on first connection, since IIS is not used constantly and its processes are stopped and restarted on the connection. If you encounter any problems when opening the Management tool, see the Troubleshooting chapter. 47

48 Licensing Licensing General Licensing Information To start receiving information from the Clients, you have to assign licenses to them. Three types of licenses are available: Workstation license: Clients with this license monitor only one session, either remote or local, on the investigated computer. NOTE: Licenses of the workstation type cannot be assigned to a computer with Server OS. Server license: Clients with this license monitor unlimited number of remote sessions and any local sessions on the investigated computer. Remote sessions include Remote Desktop sessions, terminal sessions, etc. Linux license: Linux Clients with this license monitor unlimited number of terminal sessions on the investigated computer. Each Client can have only one license assigned. During the first connection to the Server, the license corresponding to the Client computer operating system is automatically assigned to a Client. If the license has not been automatically assigned, then you will have to assign the license to the Client manually. When you log into the Management Tool for the first time, you can request a trial serial key which allows you to use 5 workstation licenses, 3 Linux licenses, and 1 server license for 30 days. The trial serial key will be sent to the address you specify in the request form. To use the system permanently and with a greater number of licenses, you have to license it with purchased serial keys on a computer with the installed Server. NOTE: After activation of any serial key, the embedded trial key expires. Four types of serial keys are available: Standard serial keys: These keys allow you to use licenses they contain during the unlimited period of time. Trial serial keys: These keys allow you to use the licenses they contain during 30 days from activation and update the product during this period. Subscription serial keys: These keys allow you to use licenses they contain during the subscription period. Enterprise serial keys: These keys allow you to get an access to the enterprise features of the Ekran System during the unlimited period of time. Each serial key contains the following parameters: Update & support period Server licenses for the Clients Workstation licenses for the Clients 48

49 Licensing Linux licenses for the Clients The enterprise serial key does not contain any Client licenses and is active during the unlimited period of time. This key grants you an access to such valuable features of the Ekran System as Database Archiving, ArcSight Integration, One-time Password, and High-Availability. Once you have purchased serial keys, you can either activate serial keys online or add activated serial keys if you have no Internet connection on a computer with the installed Server. Contact your vendor for information on purchasing serial keys. You need the administrative Serial keys management permission to activate serial keys. Please note, after the activation, serial keys are bound to a specific computer and cannot be used on another computer. About Update & Support Period An Update & support period is a period that defines what updates can be applied to your copy of the product. Updates are defined by their release date. After the update & support period expires, you can still assign licenses to Clients, but you will be unable to update the System to versions released after the update & support period expiration date. The update & support period end date is defined during the serial key activation (either via the Management Tool or on the vendor s site). It is calculated using a serial key with the longest update & support period period. Example: If you activate two keys, one with a 30 days update & support period period and one with a 12 months update & support period period, simultaneously, the update & support period end date will be set to 12 months from the activation date. When a new serial key is being activated, the update & support period period is prolonged accordingly. Please note, if the current update & support period period is longer than the one of a key being activated, current update & support period period does not change. For example, if you activate a key with 12 months update & support period period after a key with 30 days update & support period period, the update & support period end date will be set to 12 months since the activation date. But if you activate a key with 30 days update & support period period after a key with 12 months update & support period period, the update & support period end date will not change. If your update & support period expires, you can purchase a special subscription extension serial key, which does not contain any keys, but extends your update & support period period, or you can activate any other serial key. 49

50 Licensing Viewing License State You can view the information on serial keys you have activated or added and license details on the Serial Key Management page in the Management Tool. To view the license state, open the Management Tool and click Serial Key Management navigation link on the left. The following information is displayed on the Serial Key Management page: Update & support period end date: The subscription end date is calculated basing on dates of serial keys activation and their subscription periods. Workstation licenses used: The number of workstation licenses used out of total number, which is summed up from all activated serial keys. Server licenses used: The number of server licenses used out of total number, which is summed up from all activated serial keys. Linux licenses used: The number of Linux licenses used out of total number, which is summed up from all activated serial keys. Not licensed Clients: Displays the number of installed Clients with no licenses assigned. Enterprise key: Displays whether the target Server computer has an activated enterprise serial key The following information is displayed in the Serial Keys Management table: o Serial key o Activation date o Deactivation date (for deactivated keys only) o Number of server licenses o Number of workstation licenses o Number of Linux licenses o Key state: activated/deactivated/expired. For a trial serial key, an expiration date is displayed near the key state. 50

51 Licensing Activating Serial Keys Online To activate purchased serial keys online, do the following: 1. Make sure you have an active Internet connection on the computer with the installed Server. 2. Log in to the Management Tool as a user with the administrative Serial keys management permission. 3. Click the Serial Key Management navigation link on the left. 4. On the Serial Key Management page, click Activate keys online. 5. In the Serial Key Activation window, enter serial keys to be activated separating them with semicolons or paragraphs and click Activate. 6. The activated keys will appear on the Serial Key Management page. 7. The number of available server, workstation, and Linux licenses and the update & support period end date change. Adding Activated Serial Keys Offline If you have no Internet connection on a computer on which the serial keys are to be activated, you can activate them on the license site and then add the activated serial keys offline. For more information, send an to info@ekransystem.com NOTE: Subscription serial keys cannot be activated offline. To activate serial keys offline on the license site, do the following: 1. On the computer with the installed Server, start the UniqueIdentifierGenerator.exe file, which you can download at exe 2. The Unique Identifier Generator window opens. 3. Click Generate to generate a unique identifier for your computer. 4. When a unique identifier for your computer is generated, it will appear in a text box under the Unique Identifier group of options. 51

52 Licensing 5. Copy the unique identifier from the text box to a text file on a removable drive. 6. Go to the Ekran System license site. 7. Enter the generated unique identifier in the Unique Identifier box. 8. Copy and paste the purchased serial keys to the Serial Keys box separating them with paragraphs or spaces. 9. Enter the CAPTCHA text in a text box near the CAPTCHA image. 10. Click Activate. 11. The activatedkeys.txt file will be generated. Save the file on a removable drive. 12. Copy the file to the computer on which you will open the Management Tool. NOTE: Please do not edit the generated file activatedkeys.txt. To add activated serial keys in offline mode, do the following: 1. Log in to the Management Tool as a user with the administrative Serial keys management permission. 2. Click the Serial Key Management navigation link on the left. 3. On the Serial Key Management page, click Add activated keys. 4. On the Activated Serial Key Adding page, click Choose File and navigate to the activatedkeys.txt file with activated serial keys. 5. Click Add. 6. The newly added serial keys appear on the Serial Key Management page. 7. The number of available server, workstation, and Linux licenses and the end date change. 8. If there are both licensed and unlicensed Clients in your network and you want to license the rest of Clients with a purchased key, you will have to assign the license to the remaining unlicensed Clients manually. 52

53 Licensing Deactivating Serial Keys If for some reason you decide to discontinue using Ekran System, you can deactivate serial keys. To deactivate a serial key, do the following: 1. Make sure you have an active Internet connection on the computer with the installed Server. 2. Log in to the Management Tool as a user with the administrative Serial keys management permission. 3. Click the Serial Key Management navigation link on the left. 4. On the Serial Key Management page, select a serial key to be deactivated and click Deactivate selected. NOTE: Expired serial keys can t be deactivated. 5. In the confirmation message, click Deactivate. 6. The deactivated serial key is marked as Deactivated in the State column of the Serial Key Management page. 7. The number of available server, workstation and Linux licenses and the update & support period end date change. Client License Management The Client license management is performed in the Management Tool by the user with the administrative Client installation and management permission. You can assign a license to a Client or unassign it manually any time. The license can be assigned to an offline Client and it will be applied after the Client is online. If the Client is uninstalled, its license becomes free and can be assigned to another Client. NOTE: When a trial serial key expires, the corresponding number of licenses is automatically unassigned from Clients. Information about the number of used and free licenses of each type is displayed on the Serial Key Management page in the Management Tool. To assign the license to one Client, do the following: 1. Log in to the Management Tool as a user with the administrative Client installation and management permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, select the needed Client from the list and then click Edit Client 4. On the Editing Client page, on the Properties tab, in the License box, select the type of license you want to assign to the Client. 5. Click Finish. 6. The license is assigned to the Client. 53

54 Licensing To manage the licenses for several Clients, do the following: 1. Log in to the Management Tool as a user with the administrative Client installation and management permission. 2. Сlick the Client Management navigation link on the left. 3. On the Clients page, click Manage Licenses. 4. On the License Management page, select the Clients, to which the licenses should be assigned. To find a specific Client, enter its name in the Contains box and click Apply Filters. 5. When the Clients are selected, click one of the following: Assign workstation license: Assigns licenses to the selected Windows Clients installed on the computers with not Server operating system. Assign server license: Assigns licenses to the selected Windows Clients installed on the computers with Server operating system. Assign Linux license: Assigns licenses to the selected Linux Clients. Assign recommended license: Automatically defines the type of the licenses to be assigned basing on the OS of the computers on which the Clients are installed. Unassign license: Removes licenses from the selected Clients. NOTE: To change the Client license type, you do not need to unassign the current license. This will be done automatically. 54

55 Windows Clients Windows Clients About The Windows Client is a program that can be installed on the target computers to monitor the activity of their users. The monitored data is sent by the Windows Client to the Server and can be viewed in the Management Tool. Depending upon his/her permissions, a user can install/uninstall Clients remotely, manage their configuration, and manage Client groups. Monitoring via Windows Clients The Windows Clients work as follows: Each Windows Client starts automatically on computer start. A licensed Windows Client performs the monitoring of both remote and local sessions. Clients with a server license can monitor many sessions simultaneously. Clients with a workstation license monitor only one session (local or remote). Every time the computer is restarted, the Windows Client starts recording screen captures in a new session. The maximum duration of one session can be 24 hours. At 00:00 all live sessions are terminated. After their termination (their status changes from live to finished), new live sessions automatically start. If a user works with several monitors, the Windows Clients creates screen captures from all of them. The Windows Client sends its monitoring results to the Server. On the Client side, the monitoring data is compressed before sending it to the Server. To disable the data compression on the Client side, in the Windows Registry Editor, select the HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client key and add a new value: o Value type: DWORD o Value name: Compression o Value data: 0 If there is no connection with the Server, the Client stores the monitored data locally and automatically sends it to the Server when the connection is restored. The data is stored in the TempWrite.dat file in the Client installation folder. The default path is C:\Program Files\Ekran System\Ekran System\Client. The Client can stop writing data to an offline cache in one of the following cases: o If the amount of data stored offline reaches the limit at which the Client must stop writing to offline cache. This limit is defined during remote Client installation or during generation of Client installation package. o There is 500 MB of free space on the hard drive left. The frequency of user activity recording of the Windows Client is the following: o If the user is typing the text, the user activity is recorded once in 10 seconds. 55

56 Windows Clients o If the user clicks a mouse, the user activity is recorded once in 3 seconds. o If the user changes an active window, the user activity is recorded once in 3 seconds. User activity recording triggers usually influence each other, though the average frequency of user activity recording is higher. If the Record user activity on each event without timeout parameter is selected for the Windows Client, the user activity is recorded on each mouse click or keyboard key pressing without using data sending time out. WARNING! The Record user activity on each event without timeout option affects CPU usage on the Client computer and database size. It is not recommended to use this option for a great number of Clients and for a long period of time. Installing Windows Clients About During the system deployment, remote installation of the Windows Clients is used. Remote installation of the Clients is performed via the Management Tool. To ensure successful remote installation of the Windows Clients, you have to set up the network environment beforehand. If your computers belong to a workgroup but not a domain, you need to know the administrator account credentials for each remote computer. Otherwise knowing the domain administrator credentials is enough. The Windows Clients can also be installed locally via the installation package generated in the Management Tool. Thus you can distribute the installation package of the Client with predefined settings among the network computers and install it. This kind of installation is useful when you experience difficulties with installing the Clients remotely via the Management Tool, or the computers in your network are part of a workgroup and do not have the same administrative account for each computer. Setting up Environment for Remote Installation Windows Client Installation Prerequisites The majority of Windows Client installation/uninstallation issues are caused by incorrect system or network settings. The following conditions have to be met for successful Windows Client installation: The remote computer has to be online and accessible via network. Shared folders have to be accessible on the remote computer. Simple file sharing (Sharing Wizard) has to be disabled if the computer is in a workgroup (for domain computers this requirement can be skipped). You need to know the domain administrator or local administrator account credentials for the remote computer. The Server and the Remote Procedure Call (RPC) system services have to be running on the remote computer. 56

57 Windows Clients Windows Vista and Windows XP Firewall has to be properly set up on the remote computer during the Clients remote installation. In Windows 8, Windows 7, Windows Server 2012 and Windows Server 2008 Firewall, inbound connections have to be allowed in the Remote Service Management (RPC) rule for the remote computers and the File and Printer Sharing option has to be enabled (in this case it is not necessary to disable Windows Firewall). In Windows Firewall on the Server side, allow the Server executable to accept TCP connections via ports 9447 and 9449(for the connection between the Server and the Clients). NOTE: These rules will be added to Windows Firewall automatically, if Windows Firewall is enabled during the Server installation. Make sure the conditions mentioned above are met to avoid possible problems with Client remote installation. Disabling Simple File Sharing in Windows XP To disable simple file sharing in Windows XP, do the following: 1. Open My Computer. 2. Select Tools > Folder Options in the menu. 3. In the Folder Options window, select the View tab. 4. Clear the Use simple file sharing check box. 57

58 Windows Clients 5. Click Apply and OK to close the window. Disabling Sharing Wizard in Windows 8.1, Windows 8 and Windows 7 To disable the Sharing wizard in Windows 8.1, Windows 8, and Windows 7, do the following: 1. Open the Folder options window: For Windows 8.1/Windows 8: Open the Control Panel and then select Appearance and Personalization. For Windows 7: Open Computer and then select Organize > Folder and search options. 2. In the Folder Options window, select the View tab. 3. Clear the Use Sharing Wizard check box. 4. Click Apply and OK to close the window. 58

59 Windows Clients Checking System Services To check that the Server and Remote Procedure Call (RPC) system services are running: 1. Right click Computer and select Manage. The Computer Management window opens. 2. Expand the Services and Applications node and select Services. To quickly access Windows Services, press Windows+R, type services.msc in the Run text box and press Enter. 3. Find the Server service and the Remote Procedure Call (RPC) service in the list of services. Make sure both services are running (their status is displayed as Started). 4. If one or both services are not running, start them manually. To start the service, right-click it and select Start from the context menu. The selected service is started. Setting up Windows Vista, Windows XP, Windows Server 2003 Firewall It is not necessary to disable the Firewall in Windows Vista, Windows XP, and Windows Server For successful remote installation of the Clients, you have to enable the File and Printer Sharing option. To set up Windows Vista, Windows XP, and Windows Server 2003 Firewall, do the following: 1. Select Start > Control Panel > Windows Firewall. 59

60 Windows Clients 2. In the Windows Firewall window, select the Exceptions tab. 3. On the Exceptions tab, select the File and Printer Sharing check box. 4. Click Ok. 60

61 Windows Clients Setting up Firewall for Windows 8.1, Windows 8, Windows 7, Windows Server 2012, Windows Server 2008 It is not necessary to disable the Firewall in Windows 8.1, Windows 8, Windows 7, Windows Server 2012, and Windows Server For successful remote installation of the Clients, you have to allow inbound connections in the Remote Service Management (RPC) rule for the remote computers and enable the File and Printer Sharing option. To enable inbound connections for the Remote Management Service (RPC), do the following: 1. Select Control Panel > System and Security > Windows Firewall. 2. In the Windows Firewall window, click Advanced settings. 3. In the Windows Firewall with Advanced Security window, click Inbound Rules and then double-click the Remote Service Management (RPC) rule in the rules list. 4. The Remote Service Management (RPC) Properties window opens. 5. In the General tab, select Enabled under General and click Allow the connection under Action. 61

62 Windows Clients 6. In the Advanced tab, under Profiles, select the profile of the network used for connecting remote computers and the Server. 62

63 Windows Clients 7. Click Apply and then OK to save the settings and close the Properties window. 8. Close the Windows Firewall window. To enable the File and Printer Sharing option, do the following: 1. Select Control Panel > System and Security > Windows Firewall. 2. In the Windows Firewall window, click Allow an app or feature through Windows Firewall. 3. In the opened Allowed apps window, click Change settings. 4. Select the File and Printer Sharing check box. 5. Click OK. 63

64 Windows Clients Installing Windows Clients Remotely via the Management Tool About You can install the Windows Clients remotely via the Management Tool. This way of installation is very convenient if all computers in your network have the same domain administrator credentials. Remote Windows Client Installation is performed by a user who has the Client installation and management permission in two steps: 1. Selecting computers on which Clients will be installed. 2. Defining installation parameters and installing the Clients. Selecting Computers To select the computers for Client installation, do the following: 1. Log in to the Management Tool as a user with the Client installation and management permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, click Install Clients. 4. The Computers without Clients page opens. On this page, you can see the computers, for which the previous installations failed. 5. Select how you would like to search for computers where the Windows Clients will be installed: To select computers from the list of all computers in your network, click Deploy via network scan. To select computers by IP range (IPv4 or IPv6 addresses), click Deploy via IP range. To select computers by their names, click Deploy on specific computers. 6. In the Choose search results window: Click Start new search to look for computers with defined parameters. 64

65 Windows Clients Click Previous search results to choose the computers found in the previous search. If you haven t performed any searches yet, this button will be absent. 7. If you have selected the Deploy via IP range option, the Computers Scan page opens. In the From Address and To Address boxes, enter the IP range (either IPv4 or IPv6), for which the network should be scanned. To find only one computer, enter the same IP address in both boxes. Click Scan. 8. If you have selected the Deploy on specific computers option, the Adding Computers page opens. Enter the names of computers on which Windows Clients must be installed in the box Name and click Scan. Use semicolon to separate computer names. Please note that you should enter the full name of the computer. 9. The scanning process starts. The list of found computers will be updated automatically. If it is not updated, click Refresh. 10. When the scanning process finishes, select check boxes next to the computers that you want to install the Clients on. Click Next. 11. The selected computers are added to the list on the Computers without Clients page. 65

66 Windows Clients 12. If you want to delete some computers from this list, click Remove from list next to the selected computer. Remote Windows Client Installation Process When all computers for Windows Сlient installation are selected, you are ready to start installation. Please make sure that all selected computers are correctly adjusted. To install the Windows Clients remotely, do the following: 1. On the Computers without Clients page, click Install. 2. On the Client Configuration page, define the name/ip of the Server, to which the Windows Clients will be connecting, and define the Client configuration for the Clients you are installing. Click Next. NOTE: The Server IP address has to be static for Clients to connect to it successfully. Unique external IP addresses should be used for cloud-based Servers. 3. On the Installation credentials page, enter the credentials of a user with administrator permissions on the target computers for Client installation and then click Next. If the computers are in a domain, enter the domain name and domain administrator account credentials. If the computers are in workgroup, enter the credentials of a local administrator for target computers. If you leave the Domain box empty, the entered credentials will be used as the credentials of a local user of a target computer and the Client will be installed under the <target PC name>\<user name> account. NOTE: All workgroup computers must have the same administrator account credentials. Otherwise use installation via installation package method to deploy Ekran System Clients. 66

67 Windows Clients 4. The installation process starts. The progress of installation will be updated automatically on the Client installation page. If it is not updated, click Refresh. 5. After the end of the installation, the installed Clients will appear on the Clients page in All Clients group. If the installation of some Clients fails, these computers will remain in the Computers without Clients list and you can click Retry to start the installation again. Remote Installation from an Existing.INI File If you already have an.ini file with defined settings generated in the Management Tool and saved to your computer, you can use it for installing the Windows Clients. To install the Windows Clients remotely, using an existing.ini file do the following: 1. On the Computers without Clients page, click Install using existing.ini file. 2. On the INI file selection page, click Choose file to select the.ini file that will be used for configuration of new Clients. Please note, if any parameter except RemoteHost is absent or not valid, its value will be set to default. The RemoteHost parameter is ignored, in this type of installation. The Client will connect to the Server to which the Management Tool is connected. 3. Once the.ini file is chosen, click Next and continue the installation the same way as when installing the Clients remotely in a common way. Installing Windows Clients Locally About You can install the Windows Clients locally using the Client installation file generated in the Management Tool. You have two options for downloading the Client installation file from the Management Tool: Generate the installation package and set the Windows Client configuration during generation. Use Client installation file (.exe) to install the Client with default parameters. 67

68 Windows Clients Windows Client Installation Package The installation package consists of 2 components: A signed agent.exe installation file. An agent.ini text configuration file that contains the Windows Client installation parameters defining the Server, to which the Client will connect, and client configuration. The table below lists all the Windows Client installation parameters. If any parameter except RemoteHost is absent or not valid, its value will be set to default. NOTE: The Forced User Authentication parameter can be set only during Client editing. Parameter Description Default Value RemoteHost A name or IP address of the computer on which the Server is installed. NOTE: The Server IP address has to be static for Clients to connect to it successfully. Unique external IP addresses should be used for cloudbased Servers. No ColourDepth A colour scheme used for screenshots saving. 7 4 bits (Grayscale), 8 8 bits, bits. 7(4 bits (Grayscale)) EnableScreenshotCre ation EnableActiveWindow MonitorUSBStorage EnableTimer Timer Creating screenshots along with recording user activity. If the value is 1, the option is enabled, if the value is 0 disabled. Screenshots and recorded metadata will contain information on active window only. If the value is 1, the option is enabled, if the value is 0 disabled. The Client will monitor plugged in USB-based storage devices. If the value is 1, the option is enabled, if the value is 0 disabled. Recording user activity and creating screenshots with a certain time interval. If the value is 1, the option is enabled, if the value is 0 disabled. Time interval of user activity recording and screenshot creation in seconds. This period can t be less than 30 seconds. This parameter is needed if the EnableTimer parameter is set. Enabled Disabled Enabled Disabled 30 68

69 Windows Clients Parameter Description Default Value EnableActivity EnableWndNmChang es SmoothMode DisplayClientIcon EnableKBandMouse EnableProtectedMod e EnableKeystrokes Keywords EnableClipboardMon StartSessionOnKeyw ord Recording user activity and creating screenshots when an active window is changed. If the value is 1, the option is enabled, if the value is 0 disabled. Recording user activity and creating screenshots when a window name is changed. If the value is 1, the option is enabled, if the value is 0 disabled. Recording user activity and creating screenshots on each event without timeout. If the value is 1, the option is enabled, if the value is 0 disabled. WARNING! This parameter affects CPU usage on the Client computer and database size. The Client tray icon displaying. If the value is 1, the Client tray icon is displayed, if the value is 0 hidden. A screenshot creation on clicking and a key pressing. If the value is 1, the option is enabled, if the value is 0 disabled. The mode of Client work. If the value is 1, the protected mode is enabled, if the value is 0 disabled. Logging of a keystroke. If the value is 1, the option is enabled, if the value is 0 disabled. A list of keywords, which being typed trigger the session start, separated with comma (e.g., drugs, medicine). Keywords are combined with OR logic; the LIKE operator is applied to the typed keywords (if drug is written, then drugstore will trigger the session start). Logging of copy and paste operations. If the value is 1, the option is enabled, if the value is 0 disabled. Starting monitoring on detecting a suspicious keyword in the keystrokes. If the value is 1, the option is enabled, if the value is 0 disabled. Enabled Enabled Disabled Disabled Enabled Disabled Enabled Empty Enabled Disabled 69

70 Windows Clients Parameter Description Default Value URLMonitoring MonitorTopDomain FilterState FilterAppName FilterAppTitle UserFilterState Monitoring of URL addresses. If the value is 1, the option is enabled, if the value is 0 disabled. Monitoring of top and second-level domain names. If the value is 1, the option is enabled, if the value is 0 disabled. NOTE: This parameter works only if URLMonitoring=1. Application filtering during monitoring. If the value is disabled, the application filtering is disabled and all applications are monitored. If the value is include, the application filtering is enabled in the Include mode, and only applications listed in FilterAppName or FilterAppTitle are monitored. If the value is exclude, the application filtering is enabled in the Exclude mode, and only applications not listed in FilterAppName or FilterAppTitle are monitored. The list of application names separated with comma (e.g., word.exe, skype.exe). Names are combined with OR logic; the LIKE operator is applied to names (e.g., if word.exe is written then winword.exe will be monitored). The list of application titles separated with comma (e.g., Facebook, Google). Names are combined with OR logic; the LIKE operator is applied to titles (if Facebook is written, then Facebook-Messages will be monitored). User filtering during monitoring. If the value is disabled, activity of all users is monitored. If the value is include, the user filtering is enabled in the Include mode, and only activity of users listed in UserFilterNames is monitored. If the value is exclude, the application filtering is enabled in the Exclude mode, and only activity of users not listed in UserFilterNames is monitored. Enabled Enabled Disabled Empty Empty Disabled 70

71 Windows Clients Parameter Description Default Value UserFilterNames MonitorTimeFilterSt ate MonitoringDays MonitoringHours MonLogging LogPath EnableForcedAuth EnableOneTinePassw ord The list of user names separated with a semicolon (e.g., work\jane;work\john). Names are combined with OR logic. Using asterisk (*) as name/domain mask is allowed (e.g., *\administrator or *\admin*). Filtering the time of recording user activity. If the value is disabled, the user activity is recorded twenty-four seven. If the value is include, the user activity is recorded only on days defined in MonitoringDays and only during hours defined in MonitoringHours. If the value is exclude, the user activity is not recorded on days defined in MonitoringDays and during hours defined in MonitoringHours. The days of the week during which the Client will or will not record users' activity. The days of the week are combined by OR logic. The hours during which the Client will or will not record users' activity. Creation of monitoring logs on the Client computer. 0 - monitoring logs creation is disabled, 1 - monitoring text log will be created in the LogPath location. The path to the monitoring logs location. Using environment variables (%appdata%, %temp%, etc.) is allowed. Additional identification of users that log in to the Client computer with server operation system. If the value is 1, the option is enabled, if the value is 0 disabled. Additional option that allows the user to request a one-time password to get a temporary access to the Client computer with Windows Server operating system. If the value is 1, the option is enabled, if the value is 0 disabled. Empty Disabled Mon, Tue, Wed, Thu, Fri 8:00 18:00 Disabled C:\ProgramDat a\ekran System\MonLo gs Disabled Disabled 71

72 Windows Clients Parameter Description Default Value EnableTwoFactorAut h NotificationMessage EnableNotificationCo mment RequireTicketNumbe r The option that requires the user to enter a timebased one-time password to log in to the Client computer with Windows Server operating system. If the value is 1, the option is enabled, if the value is 0 disabled. The message that is displayed on user login to the system. Additional option that requires the user to enter the comment to additional message displayed on login to the system. If the value is 1, the option is enabled, if the value is 0 disabled. Additional option that requires the user to enter a valid ticket number of an integrated ticketing system to start working with the Client machine. If the value is 1, the option is enabled, if the value is 0 disabled. Disabled Disabled Disabled Disabled LocalCacheLimit Size of the Client offline data cache in MB. 500 InstallDir UpdateAutomatically The path to the Client installation folder. Using environment variables (%appdata%, %temp%, etc.) is allowed. The Client update mode. If the value is 1, the automatic Client update is enabled, if the value is 0 disabled and the Client requires manual update. %ProgramFiles %\Ekran System\Ekran System Enabled Generating Windows Client Installation Package To generate an installation package, do the following: 1. Log in to the Management Tool as a user with the Client installation and management permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, click Install Clients. 4. On the Computers without Clients page, click Download installation file. 5. On the Installation File Download page, click Generate Client installation package (*.ini + *.exe). 72

73 Windows Clients 6. On the Generate Installation Package page, define the name/ip of the Server, to which the Clients will connect, and define the client configuration to be applied to the Client and then click Next. NOTE: The Server IP address has to be static for Clients to connect to it successfully. Unique external IP addresses should be used for cloud-based Servers. 7. The installation package is successfully created and downloaded to your computer. The download settings depend upon the settings of your browser. Installing Windows Clients Locally with Custom Monitoring Parameters To install the Windows Client locally using the installation package, do the following: 1. Copy the package (the agent.exe installation file and the agent.ini file) to the target computer. 2. Start the agent.exe installation file under the administrator account on the target computer. 3. After the package is deployed, the name of the required computer appears on the Client Management page in the Management Tool. Downloading Windows Client Installation File (.exe) To download the file for Windows Client installation, do the following: 1. Log in to the Management Tool as a user with the Client installation and management permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, click Install Clients. 4. On the Computers without Clients page, click Download installation file. 5. On the Installation File Download page, click Download default Client Installation (*.exe). 6. File downloading starts. The download settings depend upon the settings of your browser. Installing Windows Clients Locally without.ini File This type of installation allows you to install the Windows Clients with default configuration. This way you will need only the agent.exe file for Client installation. The agent.ini file with default parameters will be generated automatically. To install the Windows Client locally using the installation package on the target computer: 1. Copy the downloaded agent.exe file to the target computer and do one of the following: Start the agent.exe installation file under the administrator account on the target computer and then in the opened window, enter the name or IP address of the computer, on which the Server is installed and after that click Install. 73

74 Windows Clients In the Command Prompt (cmd.exe) started under administrator, enter agent.exe /ServerName=<Server Name>. 2. After the package is deployed, the installed Client appears in the list on the Client Management page in the Management Tool. Installation via Third Party Software If you want to install the Windows Client via a third-party tool (e.g. via System Center Configuration Manager, Active Directory, etc.), download the Client installation file and use the following command: agent.exe /ServerName=<Server Name>. The Client will be installed with a default configuration. Installing Windows Client on Amazon WorkSpace To install the Windows Client on Amazon Workspaces, do the following: 1. Download the Client installation file. 2. Connect to the Amazon WorkSpace and run the Client installation file (.exe). 3. Open the Windows Registry Editor and select the following key: HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client 4. Select the AgentGUID value and click Delete in the context menu. 5. In the opened confirmation message, click Yes. NOTE: You will not be able to edit the registry values in the Protected Mode. 6. In the Amazon WorkSpaces management console, do the following: Create an image of the Amazon WorkSpace with installed Windows Client. Create a bundle from the newly created image. Create new Amazon WorkSpaces from the newly created bundle. 7. All new Amazon WorkSpaces created from the bundle will automatically connect to the Ekran Server. NOTE: Make sure that Ekran Server is allowed to accept TCP connections via 9447 and 9449 ports for connection between Ekran Server and Ekran Clients. Updating Windows Clients About Ekran System offers two update options for Windows Clients: - automatic update - update of selected Clients via the Management Tool 74

75 Windows Clients The automatic Client update is performed when a Windows Client connects to the Server of a newer version. It is recommended to use the automatic Client update. If you want to control the update of target Client machines yourself, you can disable the automatic update on the required Clients and update them via the Management Tool. After the Windows Client is updated, you will still be able to access the monitored data received before its update. NOTE: Windows Clients of very old versions might not be able to update. In this case, you need to re-install the Clients. Windows Client Status after Server Update If the Update Client automatically option is enabled for the Windows Client, it is updated automatically when it connects to the Server of a newer version. If the Update Client automatically option is disabled for the Windows Client and it requires manual update, it is displayed with the icon in the grid on the Clients page. Such Clients store the monitoring data locally. They restart sending monitoring data to the Server after update. Updating Windows Clients Automatically To update a Windows Client automatically, do the following: 1. Log in to the Management Tool as a user that has the Client configuration management permission. 2. Click the Client Management navigation link to the left. 3. On the Clients page, select the Client that needs to be updated automatically and click Edit Client. 4. On the Editing Client page, on the Properties tab, select the Update Client automatically option. 5. Click Finish. 6. The Client will be updated automatically when it connects to the Server of a newer version. Updating Windows Client Manually To update a selected Windows Client via the Management Tool, do the following: 1. Log in to the Management Tool as a user that has the Client configuration management permission. 2. Click the Client Management navigation link to the left. 3. On the Clients page, select the Client that needs to be updated and click Edit Client. 4. On the Editing Client page, on the Properties tab, clear the Update Client automatically option. 5. Click Finish to save the changes. 75

76 Windows Clients 6. Update the Server. 7. Log in to the Management Tool as a user that has the Client configuration management permission. 8. Click the Client Management navigation link to the left. 9. On the Clients page, select the Client that needs to be updated and click Edit Client. 10. On the Editing Client page, on the Properties tab, click Update. 11. On its next connection to the Server, the Client will be updated to a newer version. Reconnecting Windows Clients to Another Server If you want to reconnect the Windows Clients to another Server, start the remote installation from that Server. The Clients will be reconnected. Please note that this way of reconnection can be used only for the Clients that work in the nonprotected mode. If your Clients work in the protected mode, first disable the protected mode and then reconnect the Clients. Uninstalling Windows Clients About Windows Clients can be uninstalled locally or remotely. It is possible to uninstall the Windows Client locally only with the help of the Uninstallation key. After remote uninstallation, the Client stops sending its data to the Server but its data is not deleted from the Server and the Client is displayed in the Management Tool. After local uninstallation, the Client stops sending its data to the Server but the Client is not marked as uninstalled on the Server. That is why the Client status in the Management Tool becomes offline after local uninstallation. To delete the Client from the Server (with all its captured data) and from the Management Tool, follow the steps described in the Deleting the Windows Client section. Client Uninstallation Key During the Server installation it is possible to define the Client Uninstallation key. By default, this key is allowed. The Client Uninstallation key is used during the local Client uninstallation. The user is able to view or change the Client Uninstallation key in the Management Tool. If you change the Uninstallation key, the Client will receive it after connection to the Server. If the Client has not connected to the Server yet, then its Uninstallation key is allowed. If the Client has not connected to the Server after the Uninstallation key has been changed, the Client has to be uninstalled with the help of an old Uninstallation key. 76

77 Windows Clients To change the uninstallation key, do the following: 1. Log in to the Management Tool as a user with the Client uninstallation permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, click Edit Uninstallation Key. 4. On the Custom Uninstall Key page, enter the new uninstallation key in the New Key field. 5. Re-enter the new uninstallation key in the Confirm Key field and then click Save. 6. The uninstallation key is changed. Uninstalling Windows Clients Remotely To uninstall a Windows Client, do the following: 1. Log in to the Management Tool as a user that has the Client uninstallation permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, select the Client you want to uninstall and click Edit Client. 4. On the Editing Client page on the Properties tab, click Uninstall Client. NOTE: This option is not displayed if the Client is already uninstalled or you don t have the Client uninstallation permission for it. 5. In the confirmation message, click Uninstall. 6. The Client is uninstalled. To uninstall several Windows Clients, do the following: 1. Log in to the Management Tool as a user with the Client uninstallation permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, select Uninstall Clients. 4. On the Client Uninstallation page, click Add Clients to list. 5. The page with the Clients for which you have the Client uninstallation permission opens. 6. Select the Clients that you want to uninstall and click Next. To find a specific Client, enter its name or a part of its name in the Contains box and click Apply Filters. 7. Make sure you have added all necessary Clients to the uninstallation list and click Uninstall. 8. The selected Clients are uninstalled. Uninstalling Windows Clients Locally It is possible to uninstall the Windows Client locally only with the help of the Uninstallation key that is defined during the Server installation or in the Management Tool. 77

78 Windows Clients To uninstall the Windows Client locally, do the following: 1. Run the Command Prompt (cmd.exe) as administrator. 2. In the Command Prompt, go to the Client installation folder. By default, it is located here: C:\Program Files\Ekran System\Ekran System\ 3. Enter the following command: UninstallClient.exe /key=<uninstallation key> /silent=true 4. Press Enter. 5. The Client is successfully uninstalled. NOTE: If you do not add the /silent=true parameter to the uninstallation command, the confirmation message for uninstalling the Client will be displayed on the Client computer. Viewing Windows Clients Windows Clients are displayed in groups on the Client Management page. If the user has an administrative Client installation and management permission, he/she will see all Clients. In other case, the user will see only those Clients for which he/she has at least one Client permission. The Client list contain the following information: Client name Status Domain IPv4 IPv6 Description Please note, if there are several network cards on the Client computer, only those IPv4 and IPv6 addresses used by Windows Clients will be displayed in the Management Tool. You can filter Windows Clients in the following ways: To sort Clients by operating system, click the OS column header. To find Windows Clients only, select the Hide Linux Clients checkbox and click Apply Filters. To find Clients by their host name or description, enter the name/description or a part of it in the Contains box and click Apply Filters. To hide offline/online/uninstalled/licensed Clients, select the corresponding option in the Filtering pane and click Apply Filters. On the Client Management page you have the following options: Add Client Group, Install Clients, Manage Licenses, Edit Uninstallation Key, Uninstall Clients, Delete Clients, Edit Client Configuration, and Edit Client Groups. The number of available options depends upon permissions. 78

79 Linux Clients Linux Clients About The Linux Client is a program that can be installed on the target computers to monitor the activity of their users in the terminal. The monitored data is sent by the Linux Client to the Server and can be viewed via the Management Tool Session Player. Monitoring via Linux Clients The Linux Client monitors the following actions: 1. User actions (input commands and responses from the terminal) 2. System calls in: SSH (local and remote) Telnet (local and remote) Local terminal sessions 3. Commands being executed in the running script. A Client with a Linux license can monitor multiple sessions simultaneously, both remote and local. A new monitoring session is created each time the terminal is opened. There is no time limitation for a Linux Client session. The session status becomes Finished whenever the terminal is closed or the Linux Client is disconnected from the Server. Whenever the Linux Client reconnects to the Server, the session status changes from Finished back to Live. Installing Linux Client About You can install the Linux Clients locally from the command line using the EkranSystemLinuxClient.tar.gz package, respectively: EkranSystemLinuxClientx64.tar.gz for the 64-bit system EkranSystemLinuxClientx86.tar.gz for the 32-bit system Downloading Linux Client Installation File To download the file for Linux Client installation, do the following: 1. Log in to the Management Tool as a user with the Client installation and management permission. 2. Click the Client Management navigation link on the left. 3. On the Clients page, click Install Clients. 79

80 Linux Clients 4. On the Computers without Clients page, click Download installation file. 5. On the Installation File Download page, click Download Linux x86 Client Installation (.tar.gz) or Download Linux x64 Client Installation (.tar.gz). 6. File downloading starts. The download settings depend upon the settings of your browser. Installing Linux Clients This type of installation allows you to install the Linux Clients locally from the command line using the downloaded EkranSystemLinuxClient.tar.gz package. To install the Linux Client on the target computer with a Linux operating system from the command line: 1. Copy the installation package to any folder. Make sure you use the correct installation package (x64 or x86). 2. Run the command-line terminal. 3. Using the terminal, go to the folder with the installation package by entering the following command: $ cd path/to/folder 4. Unpack the installation package using the following command: $ tar xvfz <installation package name> 5. Go to the unpacked EkranClient folder using the following command: $ cd EkranClient 80

81 Linux Clients The EkranClient folder contains the install.sh script used to install the Client. 6. Run the Linux Client installation script specifying the Server name or Server IP address and the port used for connection to the Server (9447 is recommended): $ sudo./install.sh <server_name/ip> <Agent_port>. 7. After the Client is installed, it starts monitoring the new terminal sessions. If you want to monitor the older terminal sessions, restart them. 8. The installed Linux Client appears in the list on the Client Management page in the Management Tool. Uninstalling Linux Clients To uninstall the Linux Client from the command line, do the following: 1. Run the command line terminal. 2. Navigate to the folder with the Linux Client by entering the command: $ cd /opt/.ekran 3. The.Ekran folder contains the uninstall.sh script used to uninstall the Client. 4. Run the uninstallation script by entering the following command: $ sudo./uninstall.sh and press Enter. 5. Enter the password of the superuser. 6. Linux Client is successfully uninstalled. Viewing Linux Clients The Linux Clients are displayed in the Management Tool in the Clients list along with the Windows Clients. If the user has an administrative Client installation and management permission, he/she will see all Clients. In other case, the user will see only those Clients for which he/she has at least one Client permission. The list of Clients contain the following information: Client name Status IPv4 IPv6 Description The Domain column is empty for Linux Clients. 81

82 Linux Clients Please note, if there are several network cards on the Client computer, only the IPv4 and IPv6 addresses used by Linux Clients will be displayed in the Management Tool. You can filter Linux Clients in the following ways: To sort Clients by operating system, click the OS column header. To find Linux Clients only, select the Hide Windows Clients checkbox and click Apply Filters. To find Clients by their host name or description, enter the name/description or a part of it in the Contains box and click Apply Filters. To hide offline/online/uninstalled/licensed Clients, select the corresponding option in the Filtering pane and click Apply Filters. 82

83 Tray Notifications Application Tray Notifications Application About The Ekran System Tray Notifications is a component to the Ekran System application that allows you to receive notifications on alert events on Clients. Alerts are instances that notify the investigator of a specific activity (potentially harmful/forbidden actions) on the target computers with operating system on which Clients are installed and allow the investigator to respond to such activity quickly without performing searches. The application is completely independent and can be used for receiving alert notifications on any computer. Installing/Uninstalling the Tray Notifications Application Installing the Tray Notifications Application To install the Tray Notifications application, do the following: 1. Run the TrayNotifications_<version>.msi installation file. 2. Click Next on the Welcome page. 3. Carefully read the terms of the End-User License Agreement and select I Accept the terms in the License Agreement check box and click Next. 4. On the Destination Folder page, enter the installation path for deploying. Click Next. 5. Click Install to confirm the installation. 6. The installation process starts. 7. After the end of the installation process, click Finish to exit the wizard. 83

84 Tray Notifications Application Uninstalling the Tray Notifications Application To uninstall the Tray Notifications application, do the following: 1. Run the TrayNotifications_<version>.msi installation file. 2. The setup wizard opens. 3. Click Next on the Welcome page. 4. On the Change, repair, or remove installation page, select Remove. 5. Click Remove to confirm removing. 6. Wait for the uninstallation process to complete. 84

85 Troubleshooting Troubleshooting 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 I cannot start the Server from the Server tray. There are too many records in the database. I have defined a new database, what happened to the old one? 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. Cause/Solution To start the Server, the Server tray service must be started under the administrator account. 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. The old database remains in place and is not changed. Unfortunately, the data cannot be transferred from one database to another. 85

86 Troubleshooting Issue I have transferred the SQL database to another computer. Cause/Solution 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. I have installed a new version of the Server and I want to use the old database. I have used the database cleanup feature, but the size of the database didn t change. I have accidentally removed the database from the MS SQL Server. To redefine the location of the Firebird database, move it to another location and change the corresponding values in the Windows Registry Editor. See Moving the Server Database chapter in the user manual for more details. If you have updated the Server, your old database will remain. If you have reinstalled the Server, you need to use a new database. The cleanup feature only removes data from the database, but doesn t 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. 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. Make sure you use the MS SQL Server database. The shrinking cannot be performed if the cleanup procedure is in progress. My anti-virus blocks the Server uninstallation/update. 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 antivirus 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 Cause/Solution The Server has lost the connection to the MS SQL Server. Please make sure that 86

87 Troubleshooting Message MS SQL database is lost. Please check that the database is accessible and try again." Cause/Solution the MS SQL Server is running and it is online and accessible. To check that the MS SQL Server computer is accessible, enter the following command in the Windows command line: ping <name of the MS SQL Server computer> The connection to the MS SQL Server is blocked by the Firewall. Try disabling the Firewall on the MS SQL Server side. If you get the following message when trying to restart the Server service: Not enough permissions to restart the Server. 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 still appears, please, send us logs (the Server Service file), which you can find in the Server subfolder 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, 87

88 Troubleshooting Message Cause/Solution 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 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." 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 still appears, please, send us logs (the Server Service file), which you can find in the Server sub-folder of the Ekran System installation folder. Management Tool Management Tool Related Issues Issue HTTP 500 Internal Server error is displayed when I try to connect to the Management Tool. Cause/Solution For Windows 7, follow these instructions: 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. 2. Run the Command Prompt (cmd.exe) as administrator: 88

89 Troubleshooting Issue The license management function is unavailable and I cannot add server/workstation licenses to Clients. I have no Internet connection on the computer with the installed Server and cannot activate serial keys. Cause/Solution Enter cd %windir%\microsoft.net\framework\v4.0.xxx xx\aspnet_regiis.exe iru (for 32 bit machine) or %windir%\microsoft.net\framework64\v4.0. xxxxx\aspnet_regiis.exe iru (for 64 bit machine). Example: C:\Windows\Microsoft.NET\Framework64\v \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. 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 Ekran System is not licensed. Please purchase serial keys and activate them online or activate them on your vendor s license site and add them offline. 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 keys in it. If you activated serial keys online, after you reinstall or update the Server, activated serial 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 89

90 Troubleshooting Issue Cause/Solution page click Add computers by IP. The list of the domain computers is not complete during the Client installation. The target computer is out of the domain. I have assigned a server license instead of a workstation license to the Client or I have assigned a license to the wrong Client. There are some Clients that I did not install. I do not receive notifications, although the parameters are correct. Some of the Management Tool functions are unavailable. I do not want to provide the user with access to all Clients. I forgot the password of the internal Ekran System obtains the list of domain computers using standard Windows methods, which do not always provide the full list of computers. 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. Any license can be anytime unassigned from a Client. These may be old Clients that were installed earlier. You can uninstall them remotely via the Management Tool or locally on the Client computer. Make sure you do not use Microsoft Exchange Server 2010, which is not supported. Make sure that you have the corresponding permissions for these functions. By defining the Client permissions for the user in the Management Tool, you can define which Clients the user will have the access to. Contact the administrator and ask him to change 90

91 Troubleshooting Issue user. 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 doesn t have a permission for). I haven t received any reports or alert notifications by . Cause/Solution the password. Check the groups which the user belongs to. He/she might have inherited some new permissions from these groups. 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 If you get the following message when trying to connect to the Management Tool: Server is unavailable. Please contact administrator. If you get the following message when trying to connect to the Management Tool: Wrong password or username. Cause/Solution 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. Please make sure that your login and the password are correct. If you are logging in as a Windows user, don t forget to write <domain name>\<login>. 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. 91

92 Troubleshooting There is a <system disk>:\program Files\Ekran System\Ekran System\Client\ folder with executable files. The HKEY_LOCAL_MACHINE\SOFTWARE\EkranSystem\Client key has the following values: 92

93 Troubleshooting 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 doesn t 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. 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. 93

94 Troubleshooting 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). 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: 94

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