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Ultra vnc through Sonicwall TZ170 Enhanced

Posted on 2009-07-07
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Last Modified: 2013-11-30
We had this working for a while and were able to support our customers.  Now when we connect we get a black screen. If we wait a while between 3-5 minutes the desktop appears or we get a not responding.  
I adjusted the mtu on the interface from 1500 to 1484 which helped with file transfer but we still get the black screen and it is slow in responding. We click on the start menu and it is about 10 seconds before it pops up.
Is there anyting else I should look at on the sonicwall?
We have two internet providers at&t and iglou the vnc connections go through iglou.
Both ISPs are dsl.
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Question by:kallatech
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by:nappy_d
ID: 24794555
What is your upstream speed to the internet?  I suspect this may be your issue.
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Author Comment

by:kallatech
ID: 24795510
Are you talking about upload?
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by:nappy_d
ID: 24795755
Yes, ADSL has two speeds for internet access upstream and downstream(a.k.a upload/download).
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by:kallatech
ID: 24796609
3.22 down and .41 mb up

Tested using speedtest.net
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Expert Comment

by:nappy_d
ID: 24796868
Your upstream speed may be your issue.  Tyr reducing your colour depth on the remote VNC client when you connect.  I would suggest you try 8bit colour when connecting.
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Author Comment

by:kallatech
ID: 24796929
How would I go about doing that since it is written into a program that we call share my pc that gives our customers the ability to choose which departmetn or person they want to connect to.
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Author Comment

by:kallatech
ID: 24796932
sorry department
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Author Comment

by:kallatech
ID: 24797766
Leaving work will not be able to test any solutions until 8 am EST tomorrow.
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Author Comment

by:kallatech
ID: 24803779
I tested with the latest ultra vnc viewer and I get a black screen. I wait for a while and I get the desktop of the remote machine. Then I either kill the session because it won't let me do anything or it gets a non responding so I have to kill it via task manager.

The way our connection works is the remote user clicks on a shortcut to an exe which prompts them with departmental choices. They choose which one they want to connect to and whoever has that machine in our office gets the grey box pop up with do you want to accept incoming connection. Once they click yes we get the vnc viewer screen that is black.  We wait a few minutes and we get the desktop. Then we cant do anything else.
We pull up task manager and it shows vnc viewer as not responding.
So the connection is established but something causes it to freeze and not allow access.
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Expert Comment

by:nappy_d
ID: 24804040
Do you have any andtivirus applications running or Windows or 3rd party firewalls?  Try disabling them.
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Author Comment

by:kallatech
ID: 24806303
All connections go through a sonicwall and all sites run trend micro anti-virus.
This worked fine for a long time we started experiencing some problems a few months ago.

This impacts our Windows 98 customers maybe you could suggest another free alternative product .

We use logmein free for our 2000 and up customers.
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Author Comment

by:kallatech
ID: 24816059
We also had a problem with filezilla transferring files so we changed our sonicwall to us a different isps address for external ftp access.  This allowed it to work. We are thinking if we covert the firewall rules and nat policies to this other isp then we won't have the problem. Our concern is how to make the change in the exe that was created for our customers to connect to us.  Is there a way to edit a single click ultra vnc exe?
 If so what is it?
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Accepted Solution

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kallatech earned 0 total points
ID: 24838952
This was resolved by switching over to another internet provider since we have two.
We also created a new exe and pointed to the new ip.
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