Troubleshoot network problems

This page assists you in determining whether your network is correctly configured:

First Steps

  • Most important: Have you configured the Firewall properly? All MultiMouse Senders and the Receiver must be granted access to the local network in order to be able to send the mouse cursor movement.

    For unknown reasons, sometimes the built-in Windows firewall locks programs even if you granted access. In this case, the firewall exception rule may need to be reset: Close MultiMouse, open the firewall settings and delete all MultiMouse related "exceptions" rules and launch MultiMouse again. Make sure that you unblock MultiMouse if the firewall warning message appears.

    Please note, that certain firewall products may still affect the network connection, even if they are 'disabled'. For testing, you may consider uninstalling any network related 3rd party software and reboot your PC just to see whether it resolves the issue.

    If using a router or switch, try a direct crossover cable instead, to eliminate the risk that such devices are blocking ports.

  • Ensure that the network adapters and drivers are installed properly and that the network cable is firmly connected.
  • Make sure to have the latest drivers for your network interface adapters installed (especially when using Windows Vista/7). It may be necessary to check for updates.
  • When connecting via Ethernet, ensure that you are using a suitable cable (so called "cross-over" cable for a direct PC-to-PC connection or a "patch" cable if you connect the PC through a network hub/router/switch). It can be confusing because both cable types look absolutely identical. The cable might be labeled "patch cable" or "cross-over cable". When in doubt, consult your dealer.
  • Close all running programs on both computers except MultiMouse to eliminate the risk that another application lock the network or filter out any network traffic. Especially, "security" software may block network traffic.
  • If you chose manual network configuration in the MultiMouse Sender configuration, carefully check that you have entered the correct IP address of the Receiver PC.
  • If you use the automatic network settings, it may be that the UDP ports are blocked by your network's security credentials. In this case, you may try to enter the IP address of the Receiver PC in the Settings of the MultiMouse Sender. The MultiMouse Sender then does not need to send UDP polls to the network. If you do not know how to determine the IP address of your Secondary PC, please look at Step 3 below.

Verify general network functionality

Ensure that all computers have the TCP/IP protocol installed:

  • On all computers click Start Run type cmd confirm with OK. to open the "terminal window".
  • In the terminal window, type ping localhost and press Enter.
  • If you receive "Request timed out", the computer's TCP/IP configuration is seriously malfunctioning. Further help can be found in the Microsoft Knowledge base.

Find out the IP addresses

To continue troubleshooting, you need to know the IP address of the computers. These are the unique IDs under which the PCs can be identified and reached on the network:

  • In the terminal window, type ipconfig and press Enter to output a list of network adapters on the computer and their repsective IP address (labeled "IPv4").
  • IP addresses for local network usually begin with 169.254.x.y or 192.168.x.y (whereas x and y is a number between 0..255 each). If the IP address does not begin with either 169 or 192, the network adapter is most likely connected to the internet instead of a local network. MultiMouse however does not work over the internet.
  • The value x represents the "subnet" and both computers must have the same subnet value to be able to communicate.
  • The last value y is the individual ID of the PC. This value must be different for each network adapter on both PC.
  • If everything looks OK, write down the IP address of the computers as you will need them for the next step...

Check basic networking

Now, try to call the opposing computer with the ping command (video tutorial):

  • In the terminal window, type ping x.x.x.x (where x.x.x.x is the IP address of the Receiver PC) and then press Enter.
  • If you receive "Request timed out", the calling PC cannot find the Receiver PC on the network. Further help can be found in the Microsoft Knowledge base.

Check for port conflicts

In very rare occasions, it may be that the ports being used by MultiMouse are already occupied by another application:

  • In the terminal window of all PCs, type netstat -a and then press Enter.
  • Check the output whether any other application is using a port that is also used by MultiMouse (Please find the ports used by MultiMouse by default in chapter "Network configuration). If a port is already occupied by another program, choose another port in the MultiMouse settings.

Still no joy?

We are sorry for the inconvenience you have experienced.

Unfortunately, the complexity of computer networking, with its infinite parameters and possible hardware/software configurations, does not enable us with the ability to provide individual remote support on networking issues.

We recommend you seek assistance with your local dealer or system administrator.