Instruction manual
TROUBLESHOOTING
UltraLink 2 DVI Installation and Operation Manual 55
Troubleshooting
Unit does not power on
Make sure that all power connectors are securely connected.
Check that DIP Switch 1 is in the correct position. It should be ON if using an external power supply, and
OFF if power is supplied over the USB cables. If power is supplied over the USB cables, both USB
cables must be connected between the host computer and the UL2-DVI.
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’s network address has not been excluded in the IP
access control section.
If the UL2-DVI is situated behind a firewall, check that the relevant ports are being allowed through the
firewall and are being correctly routed.
Check that the LNK indicator on the front panel is on. If the network link is a 100Mbps connection, the
100 indicator should also be on.
Remote IP address is locked out (Blacklisted)
If the remote user logged on incorrectly five times using the RealVNC VNC Viewer, try logging on using
the Java VNC Viewer. If logging on using the Java VNC Viewer is successful, the IP address will be
unlocked.
If the remote user logged on incorrectly five times using the Java VNC Viewer, try logging on using the
RealVNC VNC Viewer. If logging on using the RealVNC Viewer is successful, the IP address will be
unlocked.
If both the RealVNC Viewer and Java VNC Viewer logins are denied access, remove power from the
UL2-DVI for two to three seconds. This will reset the unit and unlock the IP address. If the 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.
Virtual media feature not functioning
The host computer must be connected to the USB ports labeled VM.
Virtual Media does not work with the Java VNC Viewer.
The Share clipboard with server and Enable File Transfer buttons must be checked in the Inputs tab of
the VNC Viewer Connection Options window.
Virtual Media does not work with Apple Mac.
Audio not functioning
Make sure that the audio connection is secure and is plugged in at the correct audio output port on the
host computer.
Only the RealVNC Viewer downloaded from the unit provides audio support. Viewers downloaded from
the RealVNC web site do not provide audio support.