Troubleshooting; General Operation - Tripp Lite B030-008-17-IP Owner's Manual

20. Appendix

20.2 Troubleshooting

20.2.1 General Operation

Problem
Erratic Operation.
I can't access the KVM, even though
I specified the IP address and port
number correctly.
Mouse and/or Keyboard not
responding.
Sudden loss of network connection.
No video display on the remote
console.
When logging in from a browser, the
following message appears:
404 Object Not Found.
When I log in, the browser generates a
CA Root certificate is not trusted, or a
Certificate Error response.
There are two mouse pointers after the
remote system is accessed.
The remote console display is distorted
and performing Autosync does not
resolve the problem.
I have been given an account, but I
am unable to login
The Lock LEDs on the Control Panel do
not accurately reflect my Lock status
When I open a viewer, the web page
does not display properly and I receive
an error message that says "Problems
with this Web page might prevent it
from being displayed properly...."
Action
If a KVM switch is cascaded from it, the upper-level KVM must always be powered on before the
lower-level KVM. If the cascaded switch was turned on first, resetting it may resolve the issue. If
not, power off the installation and power everything on according to the installation instructions in
this manual.
• Reset the unit by pressing and holding the Reset button on the front of the unit for longer than
three seconds.
If the KVM is behind a router, the router's Port Forwarding (also referred to as Virtual Server) feature
must be configured.
• If accessing the KVM via local console, unplug and re-plug the cable(s) from the console port(s).
• Turn the connected computer/server off and then back on. All connected devices need to be
powered off when connecting to the KVM.
Close your KVM connection. Wait approximately 30 seconds, then log in again.
• Make sure the monitor resolution displaying the remote computer/server is higher than the
remote computer/server.
• Make sure the OSD toolbar is closed. Mouse movement is often required to bring the screen out
of sleep mode. If the OSD toolbar is open, your mouse input is not being received by the remote
computer/server.
• Check the Server Interface Unit (SIU) firmware version number to make sure it is the most current
(refer to 16.1 Upgrade Main Firmware for more information). If not, upgrade the SIU's firmware.
• Press and release the left [Alt] key, then press and release the right [Alt] key.
If a login string has been set (refer to 13.3 Login String for more information), make sure to
include the forward slash and correct login string when specifying the KVM's IP address.
The certificate can be trusted; you can proceed.
The KVM automatically defaults to show both the local and remote mouse pointers. You can choose
to display both mouse pointers at the same time or only the remote mouse pointer.
• Switch to a port with a different resolution, then switch back.
• Lower the resolution and refresh rate for the computer/server connected to the port.
• Make sure you have correctly entered your username and password.
• Make sure your System Administrator has given you proper access to the KVM switch.
Click the Control Panel LEDs until they match those on your keyboard. Once matched up, changing
a Lock LED on the keyboard will also change it in the Control Panel and vice versa.
• By default, IE6 and some versions of IE5 use the High security level for the Restricted Sites zone.
Windows Server 2003 uses High security for both the Restricted Sites and Internet zones. You
may need to enable Active Scripting, ActiveX Controls and Java Applets. To do this, follow these
steps: 1) In Internet Explorer, open the Tools menu and select Internet Options. 2) In the Internet
Options dialog box, click Security. 3) Click Default level, then click OK when prompted.
• Verify that Active Scripting, ActiveX Controls and Java Applets are not blocked. If some client
computers work and others does not, verify the Internet Explorer or another program (e.g.
antivirus, firewall, etc.) on your client computer are not configured to block Scripts, ActiveX
Controls or Java Applets.
• Verify your anti-virus program is not set to scan the Temporary Internet Files or Downloaded
Program Files folders.
• Delete all temporary internet related files by following these steps: 1) Open the Tools menu in
Internet Explorer and select Internet Options, 2) Click on the General tab, 3) Under Temporary
Internet Files, click Settings, 4) Click Delete Files and click OK when prompted, 5) Click Delete
Cookies and click OK when prompted, 6) Under History, click on Clear History, Yes and click OK
when prompted.
• Make sure you have the latest version of Microsoft DirectX installed.
• Make sure that you have the latest version of Java installed.
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