Rose Electronics UltraMatrix Remote 2 - Manual (Page 46)

TROUBLESHOOTING
40 ULTRAMATRIX REMOTE 2 INSTALLATION AND OPERATIONS MANUAL
Troubleshooting
Remote network users are unable to contact the unit
 Check that the correct address is being used by the remote users.
 Check the network settings. Check that the user’ network address has not been excluded in the IP access
control section.
 If the UltraMatrix Remote 2 is situated behind a firewall, check that the relevant ports are being allowed through
the firewall and are being correctly routed.
 Check the front panel indicators, the LNK indicator should be on. If the network link is a 100Mbps connection,
the 100 indicator should also be on.
 If connecting using the VNC Java applet, close the applet and connect using the VNC Viewer program. First
time connections must connect using the VNC Viewer, not the Java applet.
Remote IP address is locked out (Blacklisted)
 If the remote user logged on incorrectly five times using the VNC Viewer, try logging on using the Applet. If
logging on using the Applet is successful, the IP address will be unlocked.
 If the remote user logged on incorrectly five times using the Applet, try logging on using the VNC Viewer. If
logging on using the VNC Viewer is successful, the IP address will be unlocked.
 If both the VNC viewer and Applet login is denied access, remove power from the UltraLink 2 for two to three
seconds. This will reset the unit and unlock the IP address. If the UltraLink2 unit is using DHCP, the
previously assigned IP address may be changed to a different IP address when power is restored. Remote
users will need to be informed of the new IP address. If you still have problems with a Blacklisted IP address,
please contact Rose Electronics technical support.
The remote cursor is not correctly responding to my mouse movements
 Recalibrate the mouse. When doing so, ensure that the host system does not have mouse cursor trails
enabled and that the top left corner of the screen is clear of application windows.
When logging on using VNC viewer, I cannot enter a username
 Either, the VNC viewer is an old version or only the admin user has been configured on the unit.
When connecting to the UltraMatrix Remote 2 unit, the video is out of sync.
 Make sure a computer is connected to CPU port #1 and operating. With no CPU on port #1, the viewer video
may not sync properly
Computer does not boot, keyboard or mouse error received.
 Cable is loose, reseat cable and on PC hit F1 to continue or reboot computer.
 Wrong cable or keyboard and mouse cables reversed.
 Cable is defective; try using cable from another computer.
 Port on the UltraMatrix Remote 2 is defective; try using another port on UltraMatrix Remote 2. If the problem
goes away port is defective.
 Port on computer is defective, try plugging in keyboard or mouse directly if problem remains computer port is
defective. If power status LED not lit, fuse on motherboard may be blown.
 Computer keyboard and mouse not configured.
Mouse driver does not load.
 If PS/2 type mouse, computer must be connected to UltraMatrix Remote 2 or mouse at boot-up time in order
for mouse to be recognized by the computer. Reboot computer with UltraMatrix Remote 2 powered on and
cable attached.
 If RS232 type mouse, make sure right COM port is being used and syntax of mouse driver is correct to search
for the correct port.
 Computer keyboard and mouse not configured.