While using RemoteSupportSystems (a VNC program), we have a client who we are having a difficult time with connecting to any computer on their network. They have Metrocast cable broadband connection and all speed tests indicate high performance, as does web browsing and file downloads.
Within their network, ping tests to their gateway and public IP both show a TTL of 127
When connecting to any computers on their network, the connection itself occurs just fine, but then we are effectively dead in the water. It takes a few seconds to a few minutes for the screen to even appear; sometimes a black screen will be the only thing present for up to 3 minutes. Once it does appear, there are no screen refreshes except for once every couple minutes. Users on the other end will see us moving the mouse for a couple seconds after connection (although we do not see anything happening) and then no activity. If we stick with it, we can attempt to close windows, move the mouse, etc, if we are content to wait several minutes between a click, and assuming the connection is showing us the mouse movement (which it sometimes wont).
This is specific to an entire network of computers at only one of our 100ish similarly configured clients.
We are in New Jersey and our client is in Maine.
All of the client computers in question utilize Windows XP SP/2 and SP/3
We have tried adjusting color depth and speed settings within VNC settings, but any changes do not affect behavior, for better or worse.
Their IT staff does not know what the cause could be.
The have the following router: Netgear ProSafe FVS318 http://kbserver.netgear.com/products/FVS318v1.asp
We know ports aren't closed or there would be no way to connect.
Tried connecting to their computers in safe mode and ruled out any software culprits.
Their router is managed by a third party who i have to communicate with this about. They have no ideas, and I cannot log into their router (i can only pass on suggestions).
Are there any router settings i can have them look at and adjust? Or any other ideas at all? Again, router manual can be found here: http://kbserver.netgear.com/products/FVS318v1.asp