Below is list of the most frequently asked questions the support team receives. For a more up-to-date list of common questions and answers, visit our online support page.
* Why I can not see Ace Free Keylogger while it is running?
* I pressed hotkey but it doesn't respond, why?
* What operating systems are Ace Free Keylogger compatible with?
* I am not receiving logs via email. What's wrong?
* Is Ace Free Keylogger a virus or spyware? Is it safe?
* Why does my antivirus prompt to remove Ace Free Keylogger as a "virus" if it is not?
* What can I do if my antivirus removed Ace Free Keylogger?
* How do I uninstall Ace Free Keylogger?
* Can I install Ace Free Keylogger remotely, e.g. via email attachment?
* Should I install Ace Free Keylogger in an Administrator account or a Standard User account?
* Do I have to install Ace Free Keylogger in every user account of the system?
* How can I monitor a remote computer from my own?
If you want to open Ace Free Keylogger control panel but can't find it, it's very likely you are running it in the Stealth Mode. You can simultaneously press the hotkey to unhide it and bring it back to Windows Desktop. The hotkey is "Ctrl + Alt + X" as default. If you have setup your own custom hotkey in the software settings, you will need to use it instead.
Hotkey only works in the Windows user account where you installed the software. It is disabled in other user accounts so that other users will not be able to unhide the software accidentally pressing the hotkey.
If it still doesn't work even after you are in the Ace Free Keylogger installation user account, you will need to check if there is another software using the same hotkey. Change the hotkey to something else if there are such conflicts.
If the above solutions fail, check your antivirus history log carefully. Antivirus programs hate spying and they may block your monitoring software. However, every decent antivirus has a exclusion list / allow list. If Ace Free Keylogger was blocked or removed, your can add all blocked files to antivirus exclusion list to allow it. Then, re-install Ace Free Keylogger. If your antivirus prompts to remove it again during re-installation, choose "Allow". Please refer to the user manual of your antivirus for specific instructions on file exclusion.
Ace Free Keylogger works with Windows Vista/7/8/10/11.
If you are not receiving your e-mail delivery logs, you may have specified the wrong email settings on "Delivery" tab on "Configuration" window. Double check your SMTP settings, and you may need to consult email service provider for correct SMTP settings. Double check if you mistyped anything. Also check if your firewall is blocking the software.
No, it is absolutely not a virus. Ace Free Keylogger is just a ordinary software with covert surveillance features.
Antivirus software just hate spying. They may block spying software because abusing such software may invade others' privacy. That's why we suggest our customer use spy software rationally. For example, it is good practice to monitor your under age children or monitor a computer you own with spy software. All of our spy software require physical access and system administrative rights to install. To a large extent, it guarantees our customers install the spy software on the device they own. Spy software can be used to monitor and protect your kids and company proerpty, it can also be used to invade privacy. It depends on the user, not the software or its manufacturer.
Every decent antivirus software has an exclusion list. If Ace Free Keylogger was removed, add all removed files to your antivirus exclusion list. Then, re-install the spy. If your antivirus prompts to remove it again during re-installation, choose "Allow". Please refer to the user manual of your antivirus for specific instructions on file exclusion. If there is no exclusion list in your antivirus (what?!), you probably should consider choosing another, because antivirus has no right making decisions for you and it just should not work this way.
You can remove the software completely from your computer by clicking on "Uninstall" button on the software's interface. As part of the Stealth Mode function, uninstall entry is hidden in Windows Add/Remove Program list so that other users can not uninstall it without your permission. Therefore, the correct way to remove the software is to log in Ace Free Keylogger's control panel first and then click on "Uninstall" button.
No. You need physical access to the device in order to install the software.
You must install the software in an Administrator account of Windows. It mean you need to log in the admin account first. Never should it be installed in a Standard User account.
No. You only need to install the software in one of the Administrator accounts. It will log all users in the system after installation.
Firstly, you need to physically access the remote computer and install the software on it. Then, setup email Delivery in the software's Configuration to receive log reports via emails remotely.