Frequent asked questions

Where is the generated video hosted?

The video, together with the time stamps issued, is presented as an annex to the certificates (PDF). To access it, simply click on the "clip" on the left-hand side of the PDF document in your user panel.

Which programmes do I need to install to record and view the evidence?

You will need to download the desktop application from your user panel. To use the app, you must have certain tools installed on your computer, as well as a stable internet connection. A desktop resolution no higher than 1280×960 is recommended, and you need to have Acrobat Reader and a video player compatible with MP4/WEBM formats such as VLC. If you want to capture network traffic, you must have administrator privileges on your computer.

Is it possible to alter the recording?

Technically, with the necessary knowledge, it would be possible to alter the recording after the fact; but in that case, the resulting video would not match the hash summary of the original recording. Only if the video is the original, it will be able to be checked against its hash summary and have the intended probative effect. This verification has to be done with specific tools, such as the one provided at: https://cipsc.coloriuris.net/tsa/validador/

When doing an actaNavegación, it keeps processing the recording and it does not finish, what should I do?

This situation may be due to an internet micro interruption, in which case the credit will not have been charged and you will only need to re-record. To prevent this from happening again, we recommend lowering the screen resolution and being connected to a stable network.

If the problem persists, it may be due to a compatibility problem with your computer's operating system. In addition, if the "capture network traffic" option has been left selected in the recording, it is important to make sure that you have administrator privileges and to check for possible security systems such as firewall or restricted ports, as this can also lead to service failure. This is particularly likely to occur when the device from which the record is made is connected to a corporate network.

I am trying to do an actaNavegación from a laptop and some of the certificates never finish processing, despite meeting the requirements of the programme in terms of operating system, screen resolution, permissions, etc. Why is it failing?

If the laptop from which the recording is started is not connected to the network, meaning that it is consuming battery power, this can sometimes lead to an error when processing the video. In this case, it is recommended to charge the laptop while capturing the video.

I clicked "start recording" by double clicking and now the certificate appears on my dashboard as not finished. What has happened?

If the button is double-clicked when starting the recording, the application starts two simultaneous certificates and when you try to end the recording, it never ends. In this case, the desktop program must be restarted.

I have already done one or more actaNavegación in the past and for this I had to download the application installer. Do I have to download it again every time I want to start a recording?

No, the installer should only be downloaded once, otherwise it can cause problems when generating the certificates, uploading the video, opening the programme, etc. Once the installer has been run, you can search for the application directly on your computer, log in and start recording from there. It will be reflected in your user panel as normal.

If you have already downloaded the installer several times and it is causing you problems, you should delete all the actaNavegación programs and download the installer again from scratch.

I have done a recording, but the video only shows the desktop screen and the navigation I have done has not been recorded.

If you have two or more screens, check which one you have set as the main screen, as only the navigation of this one is recorded.

I tried to make an actaNavegación Web to capture an Instagram/Facebook profile or direct messages, but only the homepage was captured.

The actaNavegación Web form in the user panel can only be used to capture public URLs. If the page you want to capture is private, as is the case of the social networks mentioned, you have to use the browser extension or do a standard actaNavegación in video format.

I used actaNavegación Web to capture a public page, but the cookies appear in the middle of the image and I can't see what I want to capture. How can I prevent this from happening?

If user preferences have not been saved, cookies are displayed in the middle of the screen on some websites. To avoid this, you should use the browser extension or do a standard actaNavegación in video format.