Technical References

Troubleshooting
October 2007 27
is clicked, an error message displays indicating that no data is
available.
Cause. In Site Configuration, the Active Directory domains were added
using the host name to identify the AD connection. The connection was
validated and the domain configuration was saved.
Solution Edit the domain configuration to change the host name to an IP
address. Once changed, AD data can be found in the Link Selected
Users window. If you want to continue using host names, add the host
name to the DNS path to ensure that the host name is reachable by all
computers.
Problem Playback of screen recordings fail. Voice recordings are unaffected. The
system suffered a power failure but was restarted successfully.
Solution The path of the video folder on the Screen server changed to an
incorrect location. For example, Configuration Setup displays the
screen recording storage path as C:\Program Files\Common
Files\QM\recordings\video when they are actually located at
E:\Program Files\Common Files\QM\recordings\video. Correct the
folder path to the true location in Configuration Setup and screen
recordings will play back.
Problem The message, “Error 1500. Another installation is in progress. You must
complete that installation before continuing with this one.” is displayed
on a client desktop.
Cause. This message can appear when a user attempts to manually
upgrade QM Desktop Recording and Automatic Updating has already
initiated an upgrade. The upgrade is running silently in silent mode and
the user was unaware of it.
Solution Wait five minutes to allow the automatic upgrade to complete. Then
check the Add or Remove Programs utility in Control Panel for the
version of the installed application. If the version is not correct,
manually install the upgrade.