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FAQ

You might have a lot of questions about the upcoming migration, we’ve organized our FAQ, so you’ll be able to review the answers quickly. If you still have questions that were not answered below, please contact us

Technical

Most frequent questions and answers

Yes, our agent can track usage of the Lotus Notes client by monitoring whether or not this executable is actively running on a machine. If the Lotus Notes client is detected as running, the agent will automatically track whether the Lotus Notes client is being looked at and whether the Lotus Notes client is being interacted with.

The Softwatch agent (called “CollectIT”) is the same agent no matter which one of our services you choose. In all services, the agent will receive a new configuration package from our servers so you don’t have to worry. As far as the way it works and the addresses it will connect to on the web will remain the same.
There is one thing that we expect you to take care of and that is providing a working internet connection to the agent.
The agent sends out information to the cloud using the system account. You can configure it to work with a different account to the system account but we advise against that. Once you install the agent you need to make sure that the system account is able to POST to https://collectit.softwatch.com (to port number 443). If your organization uses a proxy server please make sure that the system account can access through the proxy.
We understand that it is sometimes quite difficult to change proxy configurations so we suggest that you bypass the proxy for our address altogether. If you can – that would be the easiest option. Simply add https://collectit.softwatch.com to the exclusion list and the connections to that address will not be proxied.

If you can’t do that, please note the following points:

  • Once configured to work through a proxy, the agent will not detect when the user is outside the proxied environment (e.g. the user took the laptop to work from home) and will always try to connect through the same proxy. If that proxy is not available the reports will be purged and data collected while outside the proxy will not reach our servers.
  • The agent can detect the proxy configuration automatically during the installation only if a user is logged in on the machine that’s installing the agent and the credentials for connection will be the user’s only. If there will be other users logging in to that machine chances are that the authentication will not work for them.

The SoftWatch agent (called CollectIT) is the same agent no matter which one of our services you choose. In every different service the agent will receive a new configuration package from our servers so you don’t have to worry about that, but as far as the way it works and the addresses it will connect to on the web – they are all the same.

There is one thing that we expect you to take care of and that is providing a working internet connection to the agent.

The agent sends out information to the cloud using the system account. You can configure it to work with a different account than the system account but we advise against that. Once you install the agent you need to make sure that the system account is able to POST to https://collectit.softwatch.com (to port number 443). If your organization uses a proxy server please make sure that the system account can access through the proxy.

We understand that this is sometimes quite difficult to change proxy configurations so we suggest that you bypass the proxy for our address altogether. If you can – that would be the easiest option. Simply add https://collectit.softwatch.com to the exclusion list and the connections to that address will not be proxied.

If you can’t do that, please note the following points:

  • Once configured to work through a proxy, the agent will not detect when the user is outside the proxied environment (e.g. the user took the laptop to work from home) and will always try to connect through the same proxy. If that proxy is not available the reports will be purged and data collected while outside the proxy will not reach our servers.
  • The agent can detect the proxy configuration automatically during the installation only if a user is logged in on the machine that’s installing the agent and the credentials for connection will be the user’s only. If there will be other users logging in to that machine chances are that the authentication will not work for them.

Our lightweight agent supports Internet Explorer(IE), Firefox(FF) and Google Chrome. IE and FF don’t require anything but the agent, but Google Chrome analysis requires installing a simple Chrome extension. The easiest way to accomplish this is by using a group policy that will enable you to gain control over several Chrome settings, including pushing out Extensions and making sure they stay enabled on the users’ browsers. If you are just testing the agent on several machines and would prefer to manually install this Chrome extension please do so from this link.

Yes. We use SSL encryption to secure the data in transit and we offer optional MD5 encryption for data at rest. Here’s how the data encryption works: To encrypt the data (username, machine name, domain name) we: 1) capitalize the data (so User and UsEr == USER) and 2) MD5 the capitalized string and send that data to the system from the agent. The result is that instead of username / machine name / domain name we will have some encrypted string and the web UI will show that string as the username / machine name / domain. No one will be able to make sense of it. Now all the data is encrypted even before it leaves the agent. In order to make sense of the data the customer can create a spreadsheet with a list of usernames in column A and then another column with an MD5 on the capitalized data from column A. The customer can download the data from our web UI to a spreadsheet and run a vlookup to cross-match based on the MD5 strings that should be identical in both Spreadsheets.

Functional

Most frequent questions and answers

Yes, Softwatch is compliant with GDPR rules as we do not track personalized data. With the agent and Chrome Extension installed, Softwatch does not track the contents of the files used with these apps. For more info see Softwatch Personal Data Protection Guidelines.

Yes. You can disable data collection for specific users and / or machines by using our Admin page.

We do not collect the Active Directory Organizational Units information, however,
groups can be imported via the admin page and used for results filtering purposes.

Yes. Organizational groups or any other groups can be imported by using a simple CSV file via the admin page. Sub groups (organization “tree”) can also be imported.

After the expiration date, we put the account into ‘sleep’ mode (inactive) – there is no need to uninstall the agents.Should you decide to reactivate our service in the future, we will reactivate the company on the server side and restart the data collection.
If you decide to uninstall the agent after all, you can do so using the uninstaller supplied with the installation package.