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TECHNICAL SUPPORT
Frequently Asked Questions
Below is a list of commonly asked questions about our products and services. If you cannot find what you are looking for then please contact our support team for assistance.
DO YOU OFFER FREE SUPPORT?
We offer free standard support with all subscriptions and paid software assurance plans. We recommend testing the software before purchasing to ensure it works properly in your environment.
CAN I INSTALL EVERYTHING ONTO ONE BOX?
Yes! The trial software will (which is RecordTS Single Server Edition) and was designed for this very purpose.
HOW IS RECORDTS LICENSED?
Software subscription, per user and per server/workstation. Users are concurrent connections so you only need to license the total number of users that would be logged in remotely at any given time. Every server or workstation that is recorded needs to have a license. Workstations do not need additional user licenses.
CAN I UPGRADE TO v6?
Sure if you hold an active software assurance plan. Once your software assurance plan expires, you will need to purchase a software subscription to keep using v6.
WHY DO I NEED TO INSTALL A DATABASE?
RecordTS v6 stores session activity to a database, which needs to be installed by the customer. You are welcome and encourage to use the database that comes with RecordTS. If you only have one server to record, the Single Server Edition installs one for you.
I JUST ADDED MORE USERS TO MY NETWORK. HOW DO I INCLUDE THEM?
Simply purchase additional user licenses. If you have a subscription, it will be automatically updated.
WHAT VERSION OF XENAPP DO YOU SUPPORT?
RecordTS v6 supports v6.5 of Citrix XenApp and v7 and up of Citrix XenDesktop/XenApp now called Citrix Virtual Apps and Desktops.
CAN I RECORD AN UNLIMITED NUMBER OF REMOTE DESKTOP PROTOCOL (RDP) AND XENAPP/XENDESKTOP SESSIONS?
Realistically you are limited by the number of purchased licenses, network bandwidth, database storage size and the number of remote sessions the machine can handle.
WHAT TYPE OF SESSION RECORDING DOES RECORDTS V6 SUPPORT?
The newest recorder is designed to be protocol agnostic and will work on any hosting environment including MS RDS or Terminal Services, Citrix XenApp/XenDesktop, VMware Horizon, MS Windows Virtual Desktops and any cloud platform like Azure, AWS, Google, etc. It is NOT a screen capture program, so ALL activity between the client and host are recorded - nothing is missed.
USERS CANNOT CONNECT AFTER INSTALLING RECORDTS. WHAT NOW?
If you are using the legacy recorders, try rebooting. Usually this does the trick. Also, check firewall rules to allow connection to RecordTS service. Sometimes antivirus software can prevent RecordTS from installing properly. Disable it completely before installing. If all else fails, you can install again.
NO RECORDINGS ARE BEING MADE WHEN USERS CONNECT.
This is usually a bad install and can be resolved by disabling antivirus software and installing again. This can also be caused by third party software fighting for the terminal services port 3389 (if you are using legacy RDP recorders). Contact our support team for assistance.
MY COMPANY DOES NOT ALLOW INTERNET ACCESS TO OUR SERVERS. WHAT NOW?
This is not a problem as RecordTS does not require access to the internet to operate (unless you have some components located in the cloud).
DASHBOARD DISPLAYS ERROR WHEN TRYING TO CONFIGURE AN SQL DATABASE.
Make sure the Dashboard service is configured to "Log On As" a domain admin or similar account that has access rights to the SQL Database server. This account should also have administrative priviledges to the database.
WHAT HAPPENED TO RECORDTS V2?
Support for v2 ceased on December 31, 2016. Current users of RecordTS v2 should consider upgrading to v4 now. Contact our sales dept to discuss upgrade options.
CAN I STILL PURCHASE RECORDTS V5?
Existing v5 customers will be able to purchase additional add-on licenses.
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