Rose Electronics Vista Remote 2 - Manual (Page 48)

TROUBLESHOOTING
42 Vista 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 Vista 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
Vista Remote-2 for two to three seconds. This will reset the unit and unlock the IP
address. If the Vista Remote-2 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 Vista 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