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Help | Troubleshooting

Cannot establish connection to local network.

  • The problem could be:
    • There is no exception in Windows® firewall or in another firewall gate, e.g. some antivirus or security programs has an integrated firewall which was installed without your permission. If you want to find out which program blocks the communication, you can disable all firewall gates, antivirus, and security programs. Then you enable programs one by one and test connection. This way you will find out which program has blocked the communication.
      In the detected program you have to add an exception for the incoming connection to the TCP port 8600.
    • The IP address is incorrect; it is not a local IP address of a remote computer. If the remote computer is connected to another network, it can have another IP address. It is not possible to use this IP address in local network.
    • Packets are routed incorrectly into another network you have on your computer. If you have VPN or another virtual network, try to disable all these networks or to disable default gate and test the connection again. The default gate of any VPN network might be a problem. By enabling VPN networks one by one and testing the connection you will find out into which VPN network the packets are routed.

Ctrl + Alt + Del key combination can not be sent.

  • Problem is mostly in Windows Vista™, where is current technology blocked, we are working on new technology.
  • Solution:
    • RAC Server may be upgraded to higher version 3.6.0, this version uses a new technology.

In interactive logon to Windows Vista™ system it is not possible to send the Ctrl+Alt+Del key combination.

  • Primarily this problem relates to computer connected to a domain
    when using the classical logon dialog.
    • Solution:
      • RAC Server may be upgraded to higher version 3.6.0, this version uses a new technology.
      • Do not require Ctrl+Alt+Del in the interactive logon.
        • Click Start->Settings->Control Panel
        • Open: Administrative Tools
        • Open: Local Security Policy
        • Click Local Policies->Security Options
        • Open the policy properties: Interactive logon: Do not require CTRL+ALT+DEL
        • Select the option: Enable
        • Finally click OK
      • Enable SAS simulation (Secure Attention Sequence)
        • Click Start->Run...
        • Open: gpedit.msc
        • Click Local Computer Policy->Computer Configuration->Administrative Templates->Windows Components->Windows Logon Options
        • Open the policy properties: Disable or enable software Secure Attention Sequence
        • Select the option: Enabled
        • Select the option: Services and Ease of Access applications
        • Finally click OK
        This procedure is for setting a computer that is not connected to a domain.
        The setting for a computer connected to a domain is done on a domain server
        under the logged domain administrator user by opening gpmc.msc.
        It is also possible to set this on the local computer under the logged local or global
        administrator domain user by opening gpedit.msc.
        • Notes:
          • Sending Ctrl+Alt+Del is not possible with Windows Vista Basic Home and Premium.
          • The domain setting overwrites the local setting.
        • Explanation:
          • gpedit.msc - Group Policy Editor
          • gpmc.msc - Group Policy Management Console

The remote computer cant be controlled after starting a DOS application in full screen mode

  • The RAC system does not permit to control a computer when a DOS application starts in full screen mode
    • Solution:
      • You can remotely switch the application to normal window mode by ALT+ENTER key combination. You can also minimize the application by pressing CTR+Esc (main panel menu). If you need to work with a DOS application on the remote computer, disable full screen mode in properties of the DOS applications shortcut on the "Screen" tab.

The service of recording in Windows Vista™ does not work properly, the recordings are moved and their contents is corrupted

  • it is a system error, specifically of the system library AVIFIL32.DLL.
    • Solution:

The user authentication is disabled, the created account is not saved after closing the RAC Server

  • The problem is in settings of system user profile, it is not a RAC Server error. The user account under which you are logged to RAC Server is an administrator type, however, it does not have write privileges for the directory where RAC Server has been installed. Therefore the added account or changes in settings will not be saved.
    • Solution:
      • Update RAC Server to the version from 12th October 2008. In that version the problem has been fixed. In case of insufficient privileges the server saves settings through a service. It is possible only under the condition that the user is system administrator.
      • Assign write privileges on directory where RAC Server has been installed. Security properties of this directory are accessible from the menu:
        Tools->Properties of the directory where RAC Server has been installed.

Why is the remote desktop not refreshing after reconnection to remote computer?

  • User has started a DOS application in full screenmode while working on the computer.
    This causes that the information flow from the system to the video driver is interrupted.
    It is not a video driver problem.
    In current version of RAC system this status is not detected.
    We are solvingthis problem now, but it is not yet technically possible to identify this case for potential video driver activation.
    • Solution:
      • In remote control settings in "Performance->Video driver..." tab check following option: Video driver can only be activated or deactivated during full control or view only mode. It is possible to check this option on a remote computer in RAC Server properties on "Video driver..." tab as well. This setting has a higher priority.
        After the setup it is recommended to close the remote connection and reconnect.
      • Another option is to disable the video driver in remote control settings, e.g. in case you do not intend to show your identity on the remote computer because of the fact that with activation of the video driver the screen may blink or black out.
  • In case the problem was not caused by a DOS application, there is likely problem with compatibility of video driver and the operation system or the graphic card driver.
    • Solution:
      • Restart the remote computer, e.g. after installation of a video driver
      • Update the graphic card driver
    • If the problem has not been solved after conducting the steps above, you can disable the video driver usage in remote control settings. Ifyou want us to help you to solve this problem, please contact us via email on Email--> .

Why is the remote screen refreshing slowly?

The refreshing time is based on:
  • Transfer capacity between the computers. The transfer capacity is determined by the slowest section of the transfer path. E.g. remote computer can have slower connection or higher aggregation, thus this limit will determine transfer possibilities and refreshing time.
  • Whether additional data are transferred from or to the remote network where the remote computer is located. E.g. if you are simultaneously transferring data to the remote network on other computers or on a computer you control, you can suspend the transfer provided you currently do not need the additional connections.
  • The color depth. The more color you have, the higher requirements on transfer capacity.
  • The compression and usage of buffer storage. Without these possibilities there will be higher requirements on transfer capacity.
  • The content, e.g. photographs or videos will have higher requirements on transfer capacity. E.g. photographs which are used as a background of remote desktop will slow down the maximizing speed of a window after its minimizing.
  • The screen resolution on remote computer
  • The computer performance; only in case the video driver, which minimizes system load, is not used
  • Solution:
    • Automatic settings (recommended):
      • Before the connection choose on "Performance" tab: Automatic setting according to baud rate when connecting. Before the connection RAC Client tries to set properties of remote operating based on bit rate. It does not guarantee 100% proper settings, but it could help you control remote computer faster. If an inappropriate color depth is automatically set, e.g. 2 colors (1 bit) or 16 colors (4 bits), you can raise the color depth to 256 colors (8 bits) or 65 536 colors (16 bits).
    • Manual settings:
      • Set maximal compression (Performance->Compression)
      • Use buffer storage (Performance->Buffer). We recommend that you use the LFU type.
      • Disable screen background and some other effects (Performance->Desktop and Effects)
      • Lower color depth (Performance->Color format)
      • Set lower screen resolution on the remote computer (During the Connection->Set monitor resolution). It is not recommended to apply if you are connecting to another person’s computer; by lowering the resolution you cause changes on the desktop. E.g. if the user does not have the desktop icons aligned by default, the custom alignment may not be preserved.
    The properties mentioned above can be set in "Properties of Remote Control" dialog and some of these can be set directly on the tool panel operating the remote computer.