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Frequently Asked Questions

Question: I cannot create a diagram

Answer:

The diagram building procedure is based on a previously generated report. To create a diagram: select some section in the report (for instance, "By weekdays"), right-click on the column header, and select the "Diagram" item in the appeared context menu.

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Question: The program generates an empty report

Answer:

The problem may occur for one of several reasons:

1. Incorrect import settings or incorrect log file format.
   Make sure you have specified correct import settings. (only for Internet Access Monitor, Mail Access Monitor) More...
2. You have not selected sections to be made into a report.
   A report should include at least one section. Make sure you have selected at least one section to be included into the report.
3. You have specified an incorrect report period.
   If no requests have been made during the dates you specified, then certainly nothing will be printed in the report. Make sure you have specified the correct report period.
4. You have not specified the report objects
   It is impossible to generate a report when no report objects are selected. Make sure you have selected at least one item in the list of objects from which the report is to be generated.
5. No requests with the specified object were made.
   If you select a report object that has not generated any request, an empty report will come out. For instance, if you would like to generate a report 'By months' and have selected only January while the database has information starting in February, then you would receive an empty report. Make sure you have selected the correct objects you would like to generate the report for.

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Question: Information provided by the program differs from the information provided by my ISP

Answer:

The problem may occur for one of several reasons:

1. The program and your ISP use different ways of converting bytes into megabytes and gigabytes. Make sure your program's settings have the same number of bytes in one kilobyte as in your ISP. More...
2. Someone within your local area network may be accessing the Internet and bypassing the proxy server. Make sure that is not the case.
3. Your ISP may count traffic in a different way than does the program. Usually, ISP’s count the total traffic, including all kinds of service data, which of course does not get recorded in the proxy servers' log files. That may cause the difference in the traffic volumes.
4. Proxy server errs recording its traffic. Some proxy servers may miscalculate their traffic.
5. Possibly, the same computer your proxy server is run on also runs other Internet software ( e.g. mail server, WWW server, etc.) that accesses the Internet directly, bypassing the proxy server. Therefore, this traffic is not registered by the proxy server.

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Question: Why does my outgoing traffic equal zero?

Answer:

This problem may occur with processing Kerio WinRoute Firewall log files. Outgoing traffic values may always equal zero because you process http log files only. This type of log file contains only one column with traffic values and as a result, the program uses these values as Incoming Traffic. If you want to see an exact traffic figure, you should analyze connection log files. This type of log file contains all information about incoming and outgoing traffic values.
For solving this problem you should:

• In Internet Access Monitor - open the Settings dialog, select your Data Source and open its Import Settings. Then select Connection.log in "Log Files To Import" field.
• In Kerio WinRoute Firewall - select Traffic Policy tab and configure logging(in connection.log) all of your external rules(Rules, allowing external traffic).

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Question: In the Internet Access Monitor for Squid report all values in the "Time" column are zero

Answer:

Your Squid logs the files in Squid common log format. Unfortunately, this format does not contain any information about the request elapsed time. As a result, the program cannot extract such information from these log files. See the example:

10.10.109.7 - - [15/Mar/2006:07:14:07 -0700] "GET http://rad.msn.com/ADSAdClient31.dll? HTTP/1.1" 200 987 TCP_MISS:DEFAULT_PARENT ------ IP - - [Request's Timestamp] "Request" Status_Code Bytes Etc...

IAM will show request elapsed time after Squid log files format is changed.

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Question: "Unknown" items appear in the "By Users" section after import process is finished

Answer:

If some users are not authenticated on your proxy server or if the “UserName” field is empty in a log file, the program uses the "Unknown" reserved word instead of user name. To avoid this, you should enable and configure authorization on your proxy server or firewall.

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Question: The "Unknown" item appears in the "By Protocols" and "By Content Types" sections after import process is finished

Answer:

During the import process the program attempts to associate each request with some protocol or content type. The association process is based on the requested file's extension. If program cannot determine a protocol or a content type, it uses the "Unknown" reserved word instead. To avoid it, you should open the "Advanced Settings" dialog and configure the lists of protocols and content types. Then you need to try importing your log files again.

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Question: The “Unknown URL” item appears in the “By host” section

Answer:

The problem may occur for one of several reasons:

1. You use WinGate proxy server. Such an error may occur sometimes due to the server's log files creation specificity.
2. Sometimes proxy servers do not record visited URL's. In this case, the program replaces the blank space with the "Unknown URL" label.