The following are the most common and the easiest to resolve support requests. Please refer to our Knowledge Base for an extensive FAQ and answers to many other technical issues.
PC Frequently Asked Questions ...
- Does DadGuard support Windows 7?
Yes, DadGuard supports Windows 7.
- Will my anti-virus or anti-spyware software interfere with the download and installation
To avoid conflicts, you should always download the latest release of DadGuard.
When downloading and installing DadGuard, it is possible that your anti-virus or anti-spyware software will block the ability to download or run the DadGuard installation. To resolve this conflict, disable your anti-virus or anti-spyware software to allow for the download and install of DadGuard. Most anti-virus and anti-spyware programs can be temporarily disabled by selecting the program from the system tray or the program group and telling the program to exit or close. Once the anti-virus or anti-spyware is disabled, you will then need to re-download and install DadGuard.
When the DadGuard installation has completed, the anti-virus and anti-spyware software should no longer affect the operation of DadGuard.
- Why am I only capturing one side of the chat?
Some DadGuard customers have reported only capturing one side of chat conversations. Here is a possible fix for this issue that involves changing settings in DadGuard:
- Open DadGuard.
- Click on the "Settings" item.
- Click on Chat/IM Activity tab.
- Click on the "Advanced" button and then click "Yes" when the warning window appears.
- On the page that follows under the "Chat" section are items related to chat capture. You will need to change the appropriate chat capture item to "Low-Level". For instance, if only one half of AIM (AOL Instant Messenger) conversations are being captured, change the "AIM/ICQ" item to "Low-Level".
- Click "OK" to exit the "Advanced" Chat/IM Settings" window.
- Click OK to exit the "DadGuard Settings".
- Close DadGuard and restart your computer.
- DadGuard is no longer responding to my hotkeys?
Should your hotkeys fail to provide a password prompt, please shut down your computer for several minutes, restart, and when Windows has finished loading and you have been returned to the Windows Desktop, press your hotkeys. Should this fail, please note your keys appear on both sides of the space bar and try the opposite side. Should the restart prove successful, please follow the General Troubleshooting Guide or restart your computer daily to ensure enough resources are available for your applications and DadGuard.
- I am unable to get DadGuard to send Activity Reports and forward email from a computer
which it is installed?
Please begin by restarting the DadGuard computer. When Windows has finished loading and you are returned to the Windows Desktop, perform the following steps:
- Open DadGuard.
- Press Send a Test Email and note any errors.
- Select Report of Recent Activity.
- Press Send a Report and note any errors.
For further error descriptions please select Help, Technical Support Diagnostics, View Log File, and scroll to the current date and time to review the error detail. You might also consider the General Troubleshooting Guide to ensure that your computer is free of unwanted software. Should the above process be error free, please check your Send via Email to: email address to ensure your email account or provider is not filtering DadGuard messages as spam. Also check all junk, spam, and trash folders on your email account to be sure that your DadGuard messages were not incorrectly categorized. If your email provider is filtering DadGuard messages, try changing your destination email address to a free email account such as Yahoo.com, or another provider that will not mistakenly detect DadGuard email as spam. Many email providers allow incoming mail from specific email addresses to be always allowed into your email inbox if you put them on a "whitelist" or non-spam list. The FROM address of all DadGuard Activity Reports and Forwarded Email is email@example.com , by putting this email address on your email account "whitelist", you can ensure your DadGuard messages will not be categorized as spam.
- I have lost my DadGuard password. What do I do?
Protecting your password is a serious security concern, which is why your password is encrypted in all DadGuard products.
Please contact DadGuard support for instructions on recovering your password.
- I have lost my product serial number. How do I recover it?
Refer to the purchase receipt which you received as an email when your product was originally purchased. You MUST provide your name and the original email address with which you purchased the software. A copy of your purchase receipt will be sent to the original email address your purchase was made with.
NOTE: If the version of the software which you purchased is no longer supported, you will be required to purchase an upgrade to the most recently released version in order to be provided with a serial number for installation.
- How do I install DadGuard on a new computer?
The DadGuard software license agreement allows a user to install on an additional computer, if the new installation is being done to a computer that is replacing the original computer on which DadGuard was installed. The original computer must be taken out of service, meaning that it is no longer used.
This policy allows customers who are upgrading to newer computers the ability to continue to use their DadGuard license with their new computer.
DadGuard being installed on more than one computer at the same time (without obtaining additional licensing) will result in the DadGuard serial number being disabled and the software being deactivated on all computers on which it is installed.
See the FAQ above for information on downloading and installing the software on a computer.
Should you wish to install on a new computer, please ensure you first remove the existing installation by pressing your hotkey combination, entering your password and selecting Uninstall from the DadGuard Control Panel.