Chapter 10: Troubleshooting; General Troubleshooting Tips - NCS Technologies Cirrus LT User Manual

Chapter 10: Troubleshooting

In the event of a failure, please call NCS Helpdesk. The first thing to try to remedy any
issue is to restart the machine by pressing and holding the power button for 5 seconds to
force a hard power cycle.
The quality of end user experience with this product is highly dependent on network
bandwidth, latency and jitter. The better the network infrastructure is setup for the PCoIP
protocol the better the end user experience will be to users of the Cirrus LT. For guidance
on improving the network for the PCoIP protocol please reference the PCoIP Protocol
Network Design Checklist – TER1105004. This document can be found at the Teradici
website (teradici.com) or the NCS website (ncst.com).

General Troubleshooting Tips

• My keyboard and/or mouse will not work, what can I do?
For external USB keyboards and mice make sure you are plugging them into the
correct ports. There are dedicated USB keyboard and mice ports on the right side
of the unit. Please ensure you are using the correct ports – these are not inter-
changeable. The external USB mouse must be plugged into the USB mouse port to
work in all configuration menus and with the remote host. The same goes for the
USB keyboard.
If for some reason the internal keyboard and/or mouse will not work try opening
and closing the OSM by pressing Fn-F10. A lot of times this will reset these devices
and will correct the issue.
When switching from OSM to a remote host it is normal for the touchpad and key-
board to take a few seconds to reconnect. The remote OS has to redetect and setup
the USB devices. These devices are temporarily disconnected from the remote host
when you open the OSM.
• My IP Address does not show up under the OSM/Admin/System Info page.
This happens when there are recent changes to your IP Address. The OSM just
reads what the Teradici firmware is reporting and sometimes this communication
isn't instantaneous. Try closing then reopening the OSM.
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