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FAQ: Vision and Vision Pro Troubleshooting

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Connectivity Issues

Check network setttings on the teacher's computer

 Open Vision, go to File > Preferences >Network tab on the left side.

  • Look to the following two settings and be sure to have them set as recommended below
  • Network type: Wireless-LAN(TCP)    Has no connection to a wireless network, it’s in regard to the TCP protocol. The standard setting uses UDP and it’s not recommended to have it like set to that setting as it is prone to causing additional connectivity issues.
  • Network adapter: Do not leave it on Default. The recommendation is to have it set to the actual network card, which is used to connect to the students’ network.
  •  Go back to File > Exit, wait 10-15 seconds and start Vision once more.

 

 

See if the IP address is resolving correctly

Right click on a student thumbnail in Vision teacher and go to edit details.  Do the details show the same IP address as the one the student PC reports as having?  If not, go through the DNS troubleshooting below:

a.   Try to ping by name to see if the ping also resolves it incorrectly.  This proves to the customer it isn’t just Vision having issues and can be interesting if it pings the IP correctly and still doesn’t succeed.   If that is the case it may be a firewall issue.

b.   Additionally if the ping by name resolves to the right IP have the teacher reach out to their IT staff and verify that there is only one IP entered for student in DNS.  Occasionally we run into multiple IP addresses entered which can cause it to get the right one sometimes and the wrong one sometimes.

If the IP continues to resolve incorrectly with the ping command, there is a name resolution issue on their network.  There are typically two ways they can resolve this, one immediate, one long term:

1.     They can go to the DNS server, open up the DNS snap in and modify the host entries directly to change the device.

2.     If they continue to have issues, they can enable DNS scavenging on the server.  What this does is cause the DNS server to verify records occasionally and then delete old ‘stale’ records.  Usually you should set it to something similar to the DHCP lease.  You can find an article on how to enable it at https://www.dell.com/support/article/us/en/04/sln290798/windows-server-how-to-configure-dns-aging-and-scavenging?lang=en

Is the Vision icon displaying in the task bar near the clock?

Vision should have an icon in the taskbar near the clock when it is running correctly. So just have the customer look at the taskbar and look for the Vision icon. If it isn’t present there is something wrong. 

  • Check to make sure Vision is installed on the device.  If it is not, do so.
  • Check to see if Vision is running in the task manager. You will find it under Mesuax.exe or Vision control manager.
  • If Vision is not running, does running it via the start menu icon resolve the issue? 
  • If it does, check the Vision WTS helper service in the services for Windows.  It should be set to Automatic. 
  • If it is set to automatic and the service still didn’t run correctly,  try setting the first and second recovery attempts to restart the service in the recovery tab of the service’s properties which you can find in control panel > administrative tools > services.  This usually addresses this issue.  If not, follow the instructions for special reinstall.
  • If it doesn’t run or it gives you an error indicating the service is already running, you will want to have them try to perform the special uninstall and reinstall of the software.  

Check for conflicting programs and firewalls

Check to see if they are running any local firewall.  If so, make sure exceptions are present.

If it is the windows firewall, make sure the exceptions have the appropriate scope (by either opening it up to all IP ranges or the specific subnet that they need to connect to).

Check for other security software that may interfere (local filters, network utilities etc.).  There is no hard and fast rule here -  it varies depending on the OS version and updates constantly.Whenever possible try having them disable the services to verify whether the issue is related or not.

Try telnet

Install Telnet and try to use the following command in a command prompt:  telnet (computername) 60000.

If it works, you’ll see a response of some sort instead of an error message.If it fails, either the port is blocked or the program isn’t running which means the port isn’t open to respond which may imply a port conflict. 

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Licensing issues

If the license key is not accepted for any reason, check the following:

Validate it is the correct type of key.  The key should start with VI and the last part of the key will be VISION for Vision or VISPRO for Vision PRO.

Next check to see if the license matches the Vision version.  The keys begin with the appropriate version it starts working in and then end with VISION or VISPRO depending on the version of Vision.  Keys are not backwards compatible, so a VI96 key will not work for version 9.4.

Try to ensure the customer is copy and pasting the key.  The second character is the letter I not the number 1 and that is an extremely common mistake to make, copy and pasting the key should eliminate it where possible.

Have the customer send you the key, make sure it’s not an expired trial key or the like by either looking it up in the CRM or testing it on your own installation of Vision teacher.

License disappears

If the Vision comes up as unlicensed each time the computer is restarted:

Check for any anti spyware or malware apps in their devices.  The most common scenario here is that the license is being deleted from the registry as a false positive spy/malware.  You can always enter the license key, but if it becomes a common issue, you can usually go int the software and white list the key where it is stored (HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Netop\Modules\MeLic\Licenses In 64 bit Windows).

Make sure they are not forcing a repair on startup.  I’ve rarely seen it but occasionally a 3rd party script is created to repair the install every day and the MSI generation they performed did not include the license, so it comes up without it each time it repairs.

 

Mac Vision 9.6 won’t accept a key starting with VI96

Vision 9.6 for Mac requires a license key that starts with VI95.  If the customer does not have the key, you will need to ask Netop to give you an older key or generate a new key starting with VI95.

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Web filter issues

Web filter page does not load OR "page not displayed" error is shown

First verify that the extension for the application is available in wherever you view that in the browser (i.e. Chrome://extensions in chrome).  If it is not there, it should block the internet but it will not provide filtering.  

Make sure the extension isn’t being disabled via a group policy if it is present.  Often if a policy overrides local settings, the local settings will be greyed out.If they have a group policy pushing certain extensions, our extension will need to be added to it.

Make sure they have actually created the resource list properly.  On occasion they add the URL on the filter name but don’t actually add any links to the filter and it won’t do anything other than a full block in that scenario as there are no sites to allow.

Web filter won’t allow certain pages to load, even though they’re in the resource list

First I recommend trying it yourself.  It is not uncommon for a customer to indicate this is occurring when they haven’t added the sites generically enough to the resource list   I.e. they are trying to go to login.google.com when they tried to add www.google.com to their filter. Try using as generic as possible links to allow.  google.com allows nearly all of the google services, where www.google.com only allows services inside the www host.  If it is a testing site it can often be important to get them to give you a user and password to try it yourself.  Often sites with testing or content like testing require 5 or more URLs to get full functionality from them.

Activating the web filter causes other software to not work.

Check their OS version: 

If it is Windows 7 there is probably a problem with our Windows socket provider service conflicting with the other application.  You can disable this by running the following command:  netsh winsock reset catalog.  The command must be run on every student station affected by the problem.  I recommend running it on one before multiple.If it is a different OS we’d need more information about the specific issue to try to determine a plan of action.

Verify that the issue stops if they disable the filter:

If it stops, then try to find out more about the application.  Does it run in an instanced browser?  It may be using part of the browser for communication and therefor is blocked if you employ it.  If it does not, then try to verify if it is a Vision issue by removing it.  If the issue persists it may just be a false positive the customer had.  

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Demo issues

"Demo starting" never finishes; it just spins until you stop Demo mode

First verify that the network type in the network preferences is set to the wireless (TCP) option.  Even though it isn’t actually usually wireless this is the setting you should be using as it’s more about the TCP vs. UDP than which type of connection it has.

Verify in the network preferences that the adapter is set to the specific network card you are connecting to your students with.

Check the status of the hardware acceleration option in Vision’s demo preferences.  On Windows 7 it is optional to have this enabled, but on 8 and 10 the hardware acceleration option must be enabled or the program will not function correctly.  The non-hardware acceleration option uses our Mirror driver which won’t install on anything newer  than Windows 7.

Check the status of the use broadcast for classroom connections in the network preferences.  If it is enabled it can cause issues that would otherwise not be present.  This allows you to sort of circumvent our name resolution requirements, however it is always less reliable and certain modes like demo or remote control often won’t work if this feature is enabled.

The Demo locks up on the student devices after it has been running for a while

This issue may appear as one of the following:

The demo stops updating on the student stations, but they are able to stop the demo by clicking the stop button.  The issue seems to occur most frequently when demoing hardware accelerated content like videos or cad docs etc.

Please report cases to casemanager@netop.com  so we can track it.  We have no fix; however, stopping and restarting the demo nearly always works.

The teacher PC locks up.  Needs to be rebooted to unfreeze.

Sometimes a manual uninstall and reinstall using our special uninstall instructions will help.Otherwise try the usual best performance network preferences.

Student devices lock up and are completely unresponsive.  Hard reboot is required.   

Typically, this is due to an isolated incident, however it occasionally is a recurring issue, usually the uninstall/reinstall helps with it.On occasion it is only the keyboard and mouse that lock up, not the full screen locking up, so the student responds to demo and the like without issues. 

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The special uninstall directions

This is an extra thorough uninstall for those times when Vision is misbehaving:

Vision leaves behind a lot of shared files, registry keys, etc. when you uninstall it.  The keys left behind are occasionally the source of the issue, so we have an option to do a more thorough uninstall than you get from add/remove programs by doing the following:

First download and run this program:https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removedTell it you wish to uninstall a product and then select Vision.Do not reboot if it asks you to.  Open regedit and delete the following keys (if they exist):

HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Netop

HKEY_LOCAL_MACHINE\SOFTWARE\Netop

HKEY_CURRENT_USER\SOFTWARE\Netop 

Reboot and then reinstall the latest version and it should clear most issues up.

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Installation issues

The remote installer Vision has built in won’t work

By far the most common reason is the teacher user lacks sufficient rights to the machine.  Easiest way to test this is to see if the admin share (usually\\machine\c$\ exists and if you can access it.  Users without admin rights on the target machine will not work

If they are trying to push the credentials for a local user account and they are using a different login than their currently logged in user, it will fail.  It assumes that you are either on a domain (at which point it tries the domain user) or that you are locally logged in with that account.  To work remotely using an account you have to append the device name to the user account to use the local user (devicename\username) but it will only let you deploy one at a time that way, generally speaking.

If they are on a workgroup and not a domain, it is extremely difficult to get the remote installer to work.  There are adjustments you have to make on every machine to allow remote installation.  Generally speaking, you need to go into the local group policy editor and set Network access: Sharing and security model for local accounts policy within the Local Policies > Security Options to the Classic: Local users authenticate as themselves value.  Additionally, file and print sharing must be enabled and allowed through the firewall and often isn’t on workgroup machines.

If there is an older version of Vision on the machines, you may need to remove it via our removal instructions to get it to install, if the install is corrupt or the like.

The remote install via MSI doesn’t work or doesn’t install properly

The .ini file isn’t present when they perform the install.  The ini file acts as a transform file for Vision remote installation embedding answers for what configuration options are set.  The install has some serious issues when the file isn’t present.

Running the MSI manually is not designed to work, it will nearly always result in a failed install or a hybrid teacher student install which doesn’t work or is extremely unreliable.  We see users do this a lot when they are trying to test the remote installer out to make sur it is configured correctly.  IF you wish to test this, the only proper way to do so is a .bat file run as administrator or a command prompt run as admin and then typing a simple install command such as:  msiexec /qn /I visionx64.msi or the like.

Customers should not use the /norestart option.  Older versions of Vision literally ignore the prompt, newer versions can screw up our drivers causing things like the keyboard control module to malfunction.

Generally speaking we should have a simple command line run against our install which will look like:

 Msiexec /qn /I (path to the msi)

The manual installation doesn’t work properly

First make sure they are manually installing the .exe file, not the MSI.  The MSI we generate isn’t intended for install manualy.

The installer fails:

  • Try restarting the machine
  • Make sure other software Isn’t updating at the same time.
  • Compare the file size to a known good installer for the same version, occasionally installs get corrupt during download or don’t complete.
  • There may be an existing install of Vision that is corrupt and won’t allow the install to occur.  See the special uninstall directions to address.

The install succeeds but Vision won’t start properly afterwards:

Teacher:

  • Make sure the global classroom “Classroom” exists.  Especially on older versions vision won’t start for a user if their default class isn’t present.
  • Try a different user account, may be corruption in their local profile.

Student:

  • Try to set the Vision WTS helper service to have a first and second recovery option of restart the service in the properties of the service in the control panel > administrative tools services.
  • Perform the special uninstall and reinstall instructions.

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Remote control issues

Keyboard doesn't work during remote control

If you are running a remote desktop style connection into the teacher machine, it often will not pick up keyboard commands that you type into the remote machine.  There is no fix for this -  if the program doesn’t pass them along properly we have nothing to pick up.

If you are running Vision 9.4-9.5.1 and the keyboard doesn’t work, you should run the keyboard fix below to try to address it.

Error connecting - "Invalid multi-point connection handle"

Most likely, Vision Preferences are not set correctly.  On All Windows 7 or higher machines you should have the network type set to Wireless LAN (TCP) and never Standard LAN (UDP).  Additionally, on Windows 8 or higher machines you must have the hardware acceleration option in the demo screen checked (even though we’re not using the demo feature, the settings there affect both modes).

Error ending in 5b4:  the remote control is not connecting correctly. 

Possible sources of this error:

  • Hardware acceleration option in the demo screen is not checked.
  • Firewall exceptions are not configured correctly.  
  • Using broadcast for the classroom connections seting in Vision's network preferences.  

Mouse and keyboard commands not working

Keyboard and/or mouse doesn’t work during remote control and cannot be blocked when you do a blank screen or a showcase, demo etc.  Try the following steps, first on the teacher computer.  If this does not fix the problem, try the same steps on a student computer.   Note that the instructions need to be very specifically followed, skipping steps will result in the fix not applying correctly.

  1. Find the command prompt option in the start menu (usually under Start > All Programs > Windows system).
  2. Right click on the command prompt and tell it to ‘run as administrator’ and authenticate.
  3. In the black window that opens type cd c:\windows\syswow64\ and hit enter
  4. It should navigate to that folder.  In the prompt type regsvr32 /u meinput and hit enter
  5. It should indicate the dll unregister succeeded.  Reboot the device.
  6. Once it has rebooted, log back in and open the command prompt using the steps 1-3 above.
  7. In the command prompt when you are back at c:\windows\syswow64\ type regsvr32 meinput and hit enter
  8. Windows should indicate that the command succeeded.  Reboot again.
  9. After it has rebooted, try to use the remote control feature again.

 

Computers appearing in the wrong classroom

Generally speaking, this is caused by what are called Stale DNS records which are old records from the machine that didn’t get cleaned up.  What happens is DHCP forgets it has given the device an IP before and when it tries to add the record to DNS it fails because a record exists and it won’t update correctly.  This is often caused by school devices being off for extended periods.

You can open up the DNS snap-in in a Windows based server and go modify the host record in the forward lookup zone to correct it.  Just double click the bad entry and correct it.

You can set up DNS scavenging.  We don’t typically provide a lot of details on this as they really should have their networking staff determine if it is going to cause issues in their network environment, but it is disabled by default and if you set it to scavenge at the same rate the DHCP renewal Is set to, it should keep these records from occurring.

Wake on LAN (WOL) problems

Vision supports a ‘magic packet’ broadcast on port 9.

  • There has been no clear wireless WOL standard and we do not have any method of doing wireless WOL
  • The devices must be on the same subnet as the teacher or broadcast forwarding from one subnet to another must be enabled.

The BIOS of the device must have WOL configured and enabled

  • Sometimes the BIOS needs its version updated to support WOL
  • Any deep sleep power saving options must generally be disabled
  • More specifically anything that allows the network adapter to be turned off to save power
  • Some BIOS specifically need you to enable magic packet WOL

The network card adapter must have the correct drive in Windows

  • The driver can be running an older version of the correct driver and not work
  • Driver can be a generic driver that isn’t the one designed for the card which causes issues

The power management settings of the card must allow magic packet and not allow Windows to shut this device off to save power.

If none of the above items turn out to be the issue, I asked them to try downloading a free tool (usually FusionWOL or something like that) onto the teacher and try it from there.  It is very important they try it from the teacher as otherwise the test is invalid.  This should confirm Vision is not the issue if it is unable to wake the device on its own.

Vision Student running on Virtual devices

Vision supports Microsoft Remote Desktop Services.  That said, Vision usually works with other thin clients, provide these configurations are in place:

  • The student must have a manual startup type
  • The student must be configured to accept open enrollment classroom connections
  • The teacher must be on a different ‘machine’ than the other virtual devices.
  • The teacher must be on the same subnet as the students for open enrollment to work
  • The teacher then creates a class that is an open enrollment classroom and connects to it
  • The students should see a prompt to join the classroom if things are set up correctly.

They click on the prompt and input the password if thee is any and at that point Vision should work pretty much identically to the normal version other than the students having the option to leave the class.

Remote login won't work

The Vision feature to remotely login all students at once does not work correctly. This may be due to one of the following:

A Vision Pro license is required for Remote login to work

The login process must not have a disclaimer and must follow these steps:

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