Milestone Screen Recorder 1.5 - Manual (Page 14)

XProtect
®
Screen Recorder 1.5 Administrator's Manual
www.milestonesys.com 14 Troubleshooting
Troubleshooting
A problem which might occur with XProtect Screen Recorder is that the recording server and the computer with
XProtect Screen Recorder installed cannot connect. This is most likely due to:

The configured TCP port not being open on the firewall on which the XProtect Screen Recorder is
installed. Or if communication runs through a router, the router might also have a firewall causing
problems.

The IP address defined on the recording server not being the correct IP address of the computer with
XProtect Screen Recorder installed.

The IP port defined on the recording server not being identical to the one configured on the computer
with XProtect Screen Recorder installed.

The password defined on the recording server not matching the one configured on the computer with
XProtect Screen Recorder installed.
To investigate other problem scenarios, you can enable tracing of relevant desktop recordings:
1. In Windows Explorer, in the directory: %PROGRAMFILES%\Milestone\Milestone XProtect Screen
Recorder, locate the file: ScreenRecorderService.exe.config.
2. Using an editor —for example—Microsoft © Notepad, change the value of the key "Log" to "yes" as
illustrated below:
<?xml version="1.0"?>
<configuration>
<startup><supportedRuntime version="v2.0.50727"/></startup>
<appSettings>
<add key="Log" value="yes"/>
</appSettings>
</configuration>
3. Save the file under the same name and in the same location.
4. Start the MilestoneXProtect Screen Recorder Administrator (see "Configuring after installing on
computer" on page 11).
5. Click OK to restart XProtect Screen Recorder. Logging is now enabled.
6. In the AllUsers ProgramData folder, in the subdirectory: Milestone\XProtect Screen Recorder, two log
files are now available: Servicelog.txt and Desktoplog.txt.
o Servicelog.txt is a log of all network traffic and communication between the recording server and the
computer with XProtect Screen Recorder installed.
o Desktoplog.txt is a log of the process running on the computer with XProtect Screen Recorder
installed, capturing desktop images and sending them to the Windows service as JPEGs.
7. To avoid the two log files from growing forever, it is important to reset the "Log" value to "no" when
done. See step 2.