Frequently Asked Questions

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Troubleshooting & Frequently Asked Questions

Before submitting a help desk question, please check to make sure we haven't already answered your question here.

What are the minimum system requirements for Parent Tools?

450Mhz Processor, 64MB RAM, Windows XP Recommended

Does Parent Tools monitor AIM or AOL 9.0?

Parent Tools is designed to exclusively monitor AIM, the free IM software that can be downloaded from www.aim.com

I have AOL 9.0 and I wish to monitor my child’s IM chats.  What can I do?

First, Download and install AIM on your computer by going to www.aim.com 

Next, disable your child’s screen name’s AOL IM capabilities:

First, click Keyword -> Go Keyword and type parental controls and press GO.  This will bring up the AOL Parental Controls window.  Next, click the screen name; this will bring up the Controls for your child’s screen name.  Then, click Edit IM Controls and select Block ALL users.  Finally, click Save.  Now your child's screen name does not allow instant messaging through AOL, thus forcing the use of AIM.

Does it cost anything to update my software?

No, all Parent Tools updates are FREE for our registered customers.

How do I update my Parent Tools software?

Press CTRL + ALT +F11 to bring up the login screen.  Once you input your password and enter the Parent Tools Control Panel click File > Shut Down Parent Tools.  Next, go to http://www.parent-tools.com/downloads.php to download the latest version of Parent Tools.

I have multiple computers that I wish to monitor using Parent Tools.  Does each computer need its own Parent Tools license?

Yes, each computer that you wish to monitor requires its own license.  You can purchase additional Parent Tools licenses by visiting https://www.regsoft.net/regsoft/vieworderpage.php3?productid=60016

Do you offer a deal for multiple purchases of Parent Tools?

Yes, we offer special pricing for multiple license purchases.  Visit our purchase page https://www.regsoft.net/regsoft/vieworderpage.php3?productid=60016  for additional information.

Is there any system maintenance that I can do to keep my Parent Tools running smoothly?

Yes, there are several maintenance suggestions that will help.  If you have not done so recently, you may want to defrag your hard drive and run scandisk.  You may also want to periodically empty out your temporary internet files and empty your recycle bin.

Next, visit http://www.lavasoftusa.com/software/adaware/ and download the free version of Ad-aware.  This is a tool designed to clean up any spyware and other sneaky tools silently installed onto your computer without your knowledge.  You'll be surprised how many things this helpful tool will find and clean for you.

Then, give your computer a complete virus scan with your virus scanner (be sure to update the virus definitions as well).  There are a number of viruses that exist that will cause problems with other applications.  Please make sure that you have made an exception in your virus scanner so that it will not touch your Parent Tools installation.

Finally, visit http://windowsupdate.microsoft.com/ and make sure you have all of the latest updates and fixes for your operating system.  These fixes can often correct lots of nagging issues with your computer.

These tips will ensure that your computer is working in tip-top condition and that no spyware is interfering with the program.

How can I bring up the login screen?

Press CTRL + ALT +F11

What can I do when my login screen does not appear after pressing CTRL + ALT + F11?

If the hot key combination doesn't work, reboot your computer and try again.  You can also bring up the login screen by going to Start -> Run... and typing ptrun32/ptrun32.exe, and press OK.

  How do I get rid of a Parent Tools icon that has appeared on my system tray?

Press CTRL + ALT +F11 to bring up the login screen.  Once you input your password and enter the Parent Tools Control Panel click Stealth > Run in Stealth Mode.

My teenager is computer savvy, is there a way to make Parent Tools even more discreet than it already is?

Yes, first make sure that Parent Tools is running in Stealth Mode.  Next, you can delete any icons that appear on your program list.  If needed, just create a help desk ticket and we’ll give you instructions on how to change the file’s name.

How do I register my software?

To activate the full purchase version, just follow these steps:
 
First, log in to Parent Tools.  To log in, press CTRL+ALT+F11 and enter your password.  After you log in, you will be presented with a gray/silver nag screen that tells you how many days you have left on your trial.  On that window, press the green "Enter Your Registration" button.  This will open the Registration Information window, where you can copy and paste all your registration information into the boxes.
 
Make sure you enter your name EXACTLY as you did on the purchase form, otherwise, the program will tell you that your information is incorrect.
 
Next, enter your order tracking number.
 
Finally, copy and paste your registration code that you received via email after you purchased.
 
Once you have correctly entered the required information, click the green "Complete Registration" option.  If you entered the information correctly it will tell you that you completed the registration.  Once that is done, Parent Tools for AIM will be fully registered on your computer and you can use all of the features without any limitations.

What do I do if my registration is not being accepted?

Verify that you are using the exact name, including middle initials and any punctuation, used when you purchased Parent Tools.  Copy and paste the tracking number and serial for added accuracy.

Why did Parent Tools stop working after I registered the software? 

When the Parent Tools 10 day trial expires, it automatically disables all monitoring.  You will need to log in (press CTRL+ALT+F11) and select the "Monitor All Screen Names" or "Monitor Select Screen Names" option on the Parent Tools control panel. 

  Why is Parent Tools only logging the first line of a conversation?

This behavior is sometimes caused by third-party add-on software called Smiley Central. Removal of Smiley Central will enable Parent Tools to log the complete chat conversations.  Smiley Central is listed as My Web Search (Smiley Central) in Windows' Add/Remove Programs.
 

We recently recommended to users who experience this problem to run an anti-spyware program such as AdAware. This should solve the problem by removing Smiley Central from the computer.

  Why is Parent Tools only logging half of an IM conversation?

This usually happens when a customer has AOL 9.0 along with AIM running at the same time.  If both programs are running at the same time, messages can be sent from the AOL software (which Parent Tools does not record), and replies will appear in AIM, thus Parent Tools will capture all incoming but no outgoing conversations.

Our recommendation for this situation is to go to AOL keyword: Parental controls and disable AOL access, forcing AIM usage.

Parent Tools is logging IM chats for several of my children, however, one child’s IM do not appear.  Why is this happening?

Please make sure that the child whose IM logs are missing is using AIM to chat.   Parent Tools will not monitor AIM Express or other AIM add-ons. 

Will Parent Tools work on a MAC?

No, Parent Tools is designed to work exclusively on a PC.

Where can I get additional help with the Parent Tools features?

Visit http://www.parent-tools.com/help-ptaim.php

I am trying to update my software, and I am getting a Run Time Error 5 message. 

You'll have to uninstall the program one more time now that you have the latest version.  Previous versions left behind traces of the program, which is probably what is causing the problem.
 
First log-in (press CTRL+ALT+F11 to log in), then on the main Parent Tools Control Panel, select File > Shut Down Parent Tools.
 
Once you have shut down Parent Tools, go to your Windows Control Panel, Add/Remove Programs, and select PT32 for AIM from the list to uninstall.  When prompted, select "Yes" to delete ALL settings.
 
After you've done this, you should reboot your computer and reinstall the latest version of the software.

I am getting an error message that Parent Tools is not a system 32 application.

The error described is usually caused by a partial or corrupt download.  Some spyware scanners or firewalls block the download of Parent Tools because they flag the software as spyware.  An exception might need to be made in your scanner so that it will allow the full Parent Tools download.

My spyware scanner has detected Parent Tools as a threat to my system.  Is this product safe?

Yes, Parent Tools is safe.  Some spyware scanners flag Parent Tools as spyware, however all software downloaded from our site http://www.parent-tools.com/downloads.php is free of viruses or other malicious codes that will harm a computer and can be safely installed on your computer.

  Does your company have access to the IM conversations that take place on my computer?

No, the only person that has access to the IM conversations is the owner of the Parent Tools license.  The IM conversations are stored on your computer in a hidden and encrypted file that is accessible through your Parent Tools software.

My spyware scanner deleted or quarantined Parent Tools.  How can I get my software back?

You'll have to download and install Parent Tools again from our Downloads page: http://www.parent-tools.com/downloads.php  You will not be charged for reinstalling the software.

Also, in your Spyware Scanner/Remover, you'll have to create an exception so that it will not touch your Parent Tools installation again.  Each spyware scanner is different, but your spyware scanner documentation should have that information.

All of a sudden my IM logs have disappeared.  What is causing the problem?

It sounds like a spyware scanner might be causing problems.  Some scanners delete or deactivate needed Parent Tools files.

Please uninstall and reinstall Parent Tools.  Also, in your Spyware Scanner/Remover, you'll have to create an exception so that it will not touch your Parent Tools installation again.  Each spyware scanner is different, so I don't have a specific instruction set, but your spyware scanner documentation should have that information.

How can I stop my spyware scanner from deleting Parent Tools?

You'll have to create an exception so that your scanner will not touch your Parent Tools installation.  Each spyware scanner is different, but your spyware scanner documentation should have that information.

I forgot my password and I can’t login.

 If you installed Parent Tools after May 9, 2006 press CTRL+ALT+F11 to bring up the login screen, and then enter  619533745395828561  into the password field.  Copy and paste the number, making sure not to include spaces, into the password field, so there is no chance of error or mistyping.

Parent Tools will then give you an encrypted version of your password.  Copy then paste the encrypted password onto a Help Desk ticket and we will decrypt the password for you.

If you installed Parent Tools before May 9, 2006 please go to the Help Desk http://www.parent-tools.com/support.php  and send us a ticket explaining your problem. 

We updated to AIM Triton now Parent Tools is not logging conversations.

Visit http://www.parent-tools.com/downloads.php to update your Parent Tools.

How can I uninstall and reinstall Parent Tools?

To uninstall Parent Tools: First log-in (press CTRL+ALT+F11 to log in), then on the main Parent Tools Control Panel, select File and Shut Down Parent Tools.  If you are unable to shut down Parent Tools with this method send us a ticket through our Help Desk http://www.parent-tools.com/support.php  and we send you a special shut-off tool.

Once you have shut down Parent Tools, go to your Windows Control Panel, Add/Remove Programs, and select PT32 for AIM from the list to uninstall.

To reinstall Parent Tools: First, if you have a  Spyware Scanner/Remover, please create an exception so that it will not touch your Parent Tools installation.  Some scanners will delete or deactivate needed Parent Tools files.  Each spyware scanner is different, but your spyware scanner documentation should have that information.

 Next, go http://www.parent-tools.com/downloads.php  and download the latest version of Parent Tools.  You can use your original registration information to activate the trial software, if needed.

  How can I limit my child’s time using AIM? 

Make sure that you have AIM 5.9 installed on your computer.  Visit http://www.aim.com/get_aim/win/other_win.adp  to download AIM 5.9.  Next, create an online schedule or set online time limits by going to the Parent Tools Control Panel.