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Customer Support - Known Issues


Most currently known issues are covered in the Troubleshooting section of the user's manual, which you can view by selecting Help from the product's Help menu. New issues are listed here.

If you're having trouble connecting from one computer to another, read about firewalls.





KaVoom! KVM

Zone Alarm

When a Zone Alarm alert appears on a secondary computer, clicking it with the mouse doesn't work. (This is a Zone Alarm security feature to prevent remote computers from changing the configuration.)

To fix this, open Zone Alarm, select Overview - Preferences, and uncheck the option to protect the Zone Alarm client.


Connection Problem on Vista with Wireless LAN

The symptoms of this problem are:
1. Periodically (e.g., every 60 seconds) the connection to a secondary computer is lost, but then automatically reconnects, or
2. Periodically the mouse and screen on a secondary computer freeze for a few seconds, then continue.

This only happens on Vista computers using a wireless network connection. To fix the problem, you need to upgrade your wireless network card driver.

Attempt #1
1. Right-click on Computer and select Manage - Device Manager - Network Adapters.
2. Right-click on your wireless network adapter and select Update Driver Software. Select 'Search automatically'.

If that attempt fails to find a new driver that fixes the problem, then search the internet yourself for an updated driver.

If you can't find an updated driver, you might be able to mask the problem using one of the following programs:
1. Vista Anti-Lag from www.codecase.de. However, to install the program you need a utility that can open a .RAR archive (like WinZip).
2. WLAN Optimizer from www.martin-majowski.de/wlanoptimizer. (The download link is on the Downloads page directly under the word Downloads.

These programs both do the same thing; there's no need to try them both. Neither is guaranteed to fix the problem. You might find that the only change is that the period increases from 60 to 66 seconds. In this case, the only solution is to update the driver.

Kaspersky Internet Security (Firewall)

Kaspersky Internet Security includes a feature that prevents remote users from changing security settings. This means that when you have Kaspersky running on a secondary computer and you're operating it from a primary, you cannot click on any Kaspersky messages or dialog boxes.

To turn off this feature in Internet Security 7, right-click the Kaspersky icon in the taskbar and select Settings. Go to Service and uncheck the "Enable Self Defense" checkbox. After disabling and re-enabling protection (also via right-click), all dialogs and windows are usable through KaVoom.

A user provided this alternative solution: Open the Kaspersky control panel. Go to "Threats and Exclusions". Click on Trusted Zone in the right panel. Go to the Trusted Applications tab. Add KaVoom.exe as a trusted application. Select all options except "Do not restrict registry access." Click OK.

Screen Switches Back

If you are running certain other applications, the screen might switch back to the primary computer momentarily after you switch to one of the secondary computers. This problem has been reported by users who are running Lotus Sametime, Google Toolbar, or Acronis (version 11) on their primary computer.

One solution is to stop the other application. An alternative solution is to add the following line to the end of the KaVoom.ini file (located in the \Program Files\KaVoom! directory on the primary computer.)

UseSecondaryDesktop=0

Then restart KaVoom on the primary computer.

NOD32 Anti-Virus

NOD32 crashes KaVoom! in a random manner. To fix the problem, place KaVoom! on the NOD32 exclusion list.

1. Open the NOD32 Control Center.
2. Select IMON then Setup, to open the IMON Setup dialog.
3. Under Advanced Setup, press Setup.
4. Under Exclusion, press Edit.
5. Press Add, and select KaVoom.exe (usually located in C:\Program Files\KaVoom! KVM)
6. Close the series of dialogs by pressing OK on each one.

NOD32's IMON module (Internet monitor) will no longer monitor KaVoom's network access, which will prevent the crash from happening.

Screen Not Refreshing

A customer reported a problem with an Nvidia Riva Tnt2 Pro video card on the secondary computer. When controlling the secondary from the primary and moving the mouse around the screen, the video would appear in blocks. Reducing the card's hardware acceleration fixed the problem. A further problem, where menus like the Windows Start menu were not being drawn properly, was fixed by disabling the secondary's hardware acceleration altogether. Disabling hardware acceleration has no effect on the computer's performance when you're controlling it from the primary.





KaVoom! KM

Zone Alarm

When a Zone Alarm alert appears on a secondary computer, clicking it with the mouse doesn't work.
(This is a Zone Alarm security feature to prevent remote computers from changing the configuration.)

To fix this, open Zone Alarm, select Overview - Preferences, and uncheck the option to protect the Zone Alarm client.


Mouse Problem on Vista with Wireless LAN

The symptoms of this problem are:
1. Periodically (e.g., every 60 seconds) the mouse jumps back to the center of the primary computer, or
2. Periodically the mouse freezes for a few seconds, then continues.

This only happens on Vista computers using a wireless network connection. To fix the problem, you need to upgrade your wireless network card driver.

Attempt #1
1. Right-click on Computer and select Manage - Device Manager - Network Adapters.
2. Right-click on your wireless network adapter and select Update Driver Software. Select 'Search automatically'.

If that attempt fails to find a new driver that fixes the problem, then search the internet yourself for an updated driver.

If you can't find an updated driver, you might be able to mask the problem using one of the following programs:
1. Vista Anti-Lag from www.codecase.de. However, to install the program you need a utility that can open a .RAR archive (like WinZip).
2.
WLAN Optimizer from www.martin-majowski.de/wlanoptimizer. (The download link is on the Downloads page directly under the word Downloads.

These programs both do the same thing; there's no need to try them both. Neither is guaranteed to fix the problem. You might
find that the only change is that the period increases from 60 to 66 seconds. In this case, the only solution is to update the driver.

Kaspersky Internet Security (Firewall)

See the note about Kaspersky above.

Remote Installation

You cannot remotely install KaVoom! KM onto a computer running Windows XP Home Edition. This is a limitation of the Home Edition. You must install the software locally.

There is a problem with Windows that might prevent you from remotely installing KaVoom! KM from a computer running Windows Server 2003 SP1. Microsoft has a hotfix available. See Microsoft's Knowledge Base article 913327.

Multiple Users on Windows XP

If you have multiple user accounts on your Windows XP computer and two or more users are logged on simultaneously, KaVoom! KM will stop working temporarily after one of the users logs off. It will resume working once the next user logs on. This means that you must use the computer's local keyboard to log on the next user.

One work-around is to use the "Switch User" feature, rather than logging off. As long as all the users remain logged on, KaVoom! KM will continue to work fine.

Another work-around is to just have one user logged on at a time, and to log off whenever you want to swtich users.

Reprogrammable Mouse Buttons

Some mice from Microsoft and Logitech have extra buttons that are reprogrammable (using configuration software that comes with the mouse). Mouse buttons that have been reprogrammed do not function when you are operating a secondary computer.

Problem using Remote Desktop Client

A problem occurs when you are running Remote Desktop client in full-screen mode on your primary computer. When you move the mouse pointer to an adjacent monitor, the mouse works fine and you can click on windows as expected, but your keypresses continue to go to the remote computer. The problem does not occur if you are using Remote Desktop in a window.

To fix the problem, you must use KaVoom! KM 3.22 or later. Add the following line to the end of the KaVoomKM.ini file, located in C:\Program Files\KaVoom! KM. Then restart KaVoom! KM.

CompatibleWithRemoteDesktopClient=1

This fix works only while the KaVoom! KM main window is hidden. This is okay, since you always want the main window hidden while you are working.

NOD32 Anti-Virus

See the explanation above.


 
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