FTR Fails to Record Locally

I work for the U.S. District Court.  We have 7 courtrooms that use FTR digital recording.  We bought 5.4 FTR Upgrades in Aug. 2012.

 

I have a CRITICAL issue!  Sometimes the FTR returns with Archive Space: 00:00 in the status bar.  Also, we discovered it didn't record anything for 2 weeks locally or to the archive server in one courtroom.  We're running 5.4 FTR on Windows 7 PC's connected to Novell file servers.  Everything ran great from April to June and we just discovered these status bar indicators that may give us a clue as to when it's not going to record.

 

Is there a manual to explain the status bar indicators??  Why didn't FTR software just pop-up with a window/Warning saying "Your local Public folder cannot create the date folder!"?  We have nothing from June 8 - June 20, and software this expensive should not do this.  Our environment and processes in court haven't changed in 6 years except what I outlined above.

 

I called tech support and they said it was probably permissions that made this not work.  Unfortunately, that's not correct:

a)  All users login with a standard Windows administrative user account.

each user has their own Novell login account with rights to the archive folder

c) FTR stores (supposedly) it's own login and password to the \\uncpathtoserver\ for archives

d) Why would the software visually show it's recording but have nothing in the c:\FTR Recordings\public folder or on the archive server!!!!??  This is very poor software development in my opinion and I've developed Windows software for over 15 years.  Appears to be a lack of error checking in the software!

 

Finally, I discovered this morning that FTR again gave me the Archive Space: 00:00 indicator.  I had to set the Tools - Options - Archive login/password again, then the archive space was correct.  Why is it losing it's login?  Corrupt registry or software bug?  We use CCleaner to check our registries.

 

Thank you for your time.