Resolving Avocent DSR8035 mouse lockup.

Our current configuration includes a DSR8035 with all 32 port connecting to Dell 755 workstations.  The firmware of the dongle attached to the Dells is 3.02.01.06, firmware of the DSR is 3.7.1.9.  Our DSR is connecting to a Alcatel 6850, that connects to our DSview server and client workstations, also dell 755s.  The specs of Advocent can support 8 clients (KVM sessions) on a single DSR.  As soon as we have two clients with an open session we appear to have mouse sync issues.  If one user moves the mouse, the other users session will experience mouse lockup.  We have verified the traffic from our client to DSR.  Advocent support engineers have been working in-house with us but have not figured out the issue.  We verified all cabling to CAT5 standard.  Statically assigned all clients and the DSR port to 100full.  We see no collisions on the Alcatel switch.  Checked voltage level of power supplied to equipment.  We have used multiple OSs on the client side.  We have set the DSR to Advocent specification per the DSR8035 support document.  Issues are seen with both double courser mode enable and disabled.  Changed the mouse acceleration options of the workstations we are sessioning into.  Tested multiple firmware revisions for the DSR.  Firmware revision 3.3.08 corrected the issue.  However when we sniff the packets from the DSR going to the user client machine we see a steady increase of TCP traffic being sent from the DSR.  This ultimately results in network failure because of to much network congestion.  Later firmware releases correct this issue but we see the mouse sync issue.  Advocent insist it’s not a firmware issue and have taken our DSR back to there lab and tested with a positive outcome.
test labAsked:
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2of9Commented:
I don't have any quick answers but I have worked with Citrix and some Multitech equipment.  Maybe you could use a couple of new ideas to check out.  I'm assuming perhaps incorrectly that you are connecting over the Internet or a leased line of some kind.  If a leased line, I'd definitely get the carrier to review all the variable of the line - I have had many situations where AT&T, formerly BellSouth misconfigured a leased line and I had to prove to them it was their fault - a huge waste of my time since they should know more about line configurations than me.  Your problem also sounds like a possible malware issue. You may wish to try a different brand mouse. I once had a bad batch of mice (all 12) that were bad - when I tried another mouse I couldn't believe it was that easy as I was looking for a much more technical cause.  It seems very weird that other users are not 'separated' - don't they have a guru that can shed some light on that phenomena?
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Justin OwensITIL Problem ManagerCommented:
We used the Avocent (not Advocent) IP KVM in my old job in our Data center.  We had 4 switches connected together to a single console.  Each was a 24 port switch.  I will be honest that while I liked the "console from anywhere" capability of the switch, I always had mouse related problems.  Sometimes the mouse would not work inside the remote control window (java enabled directly to the switch).  Sometimes it would experience mouse creep.  Somtime it was just really jumpy.  Eventually, we just chose to deal with it rather than correct it, as we were never satisfactorily resolved by Avocent's tech support.  The problem never manifested when connected from the KVM console.
I only share that story to let you know you are not alone in this issue.  I am not sure there is a resolution to be found in a timely fashion.  Good luck.
Justin
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test labAuthor Commented:
20f9,
Our configuration is LAN only, on its own dedicated network.  I will try the mouse idea and get back with you.  We supposedly have the avocent guru in house- they are scratching there heads.  They said they have never seen an issue like this before.  Seems DrUltima would say diffrent.

DrUltima,
Thanks for the info,
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test labAuthor Commented:
DrUltima,

Do you have the original trouble ticket information for your Avocent issue; it may be beneficial for our support if we can identify other like symptoms.  We are receiving support from there firmware and hardware engineers however they all seem to think the issue is isolated to our configuration, and must be environmental (This issue spans two seperate labs), typical product CYA.  and yes it is Avocent.  
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Justin OwensITIL Problem ManagerCommented:
Sorry, but I do not.   That company has been closed for two years.  The problem existed at least that long ago.  If the problem is environmental, I would make your local SME prove network collision or whatever theory they are spouting....  Remember, the problem is theirs until they prove it isn't.
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test labAuthor Commented:
Currently T/Sing still in progress; Avocent engineers are fully engaged in troubleshooting these symptoms.

A beta release of firmware was given to us for a fix; it resulted in a maximum of 5 users being able to scroll the mouse at a single time.

-ALL!!!!!!

If you use a DSR 8035 switch please connect 8 users and have all users KVM into separate servers/workstations and run a simple test of circling the mouse.  Based on our findings the expected result is that the each user’s mouse locks up solid (If so please submit a trouble ticket to Avocent, and post to this thread, as there hardware specs say they support 8 users.)  Avocent states this is an environmental issue, however to help them and us troubleshoot I would like to see what environments this effects.  We use XP workstations for the user stations KVMing into 2000, or 2003 HP DL380, and 385 servers.
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test labAuthor Commented:
The issue was not solved, but awarding points regardless.


thanks for the help.
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