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PC loses connection to certain apps/software randomly

Posted on 2013-12-09
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Last Modified: 2014-08-04
The computer in question is a client's PC that was just installed all but a week ago.  It was a replacement for what I thought to be a bad NIC in the old computer.  The cable line was tested all the way from the wall to the switch, and constant pings were set up by both host name and IP address, with no packet loss.  However,  every few minutes or so, the computer will drop connection with our remote support software, accuflow, Citrix ICA, etc.  We have tried a number of solutions, including disabling firewall, disabling antivirus, updating the network driver and a few other minor things.  We also checked the event viewer logs and found nothing out of the ordinary there.  Nothing will work.  I was wondering if anyone had any suggestions on where to go next.
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Question by:Crossroads305
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13 Comments
 
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Expert Comment

by:Experienced Member
ID: 39706455
You have re-installed Windows and I assume all of that was installed correctly. I assume you have the correct NIC driver.  I further assume that a like PC (same hardware, same operating system, same software and same location) tests fine.

So then that leaves:

1. A bad replacement NIC.
2. A bad motherboard holding the NIC.
3. Bad cabling.

Of these, it would seem 2 (intermittent motherboard) might be the root cause.

Try a different NIC (different card with a different connector; or a USB NIC) just to see.

.... Thinkpads_User
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Author Comment

by:Crossroads305
ID: 39706533
The original computer that was in that office, which was running windows xp, had zero issues with connectivity.  That machine was replaced 2 weeks ago with a brand new lenovo m78e.  A few days later we got reports of time outs with different applications.  I went to test a few things to try and determine an issue. I tested the cable that was plugged into the machine by using a cable tester, from end to switch.  the cabling is fine.  I then drew the conclusion that the m78e had a bad nic, so i replaced it with a brand new m78e right then and there.  I then moved the hard drive from the old m78e to the new one to save some time reloading windows and reinstalling everything.  I tested out everything extensivley that day, and I left the office with the staff reporting nothing.  Over the weekend, the issues have reoccured.  We tested packets with ping, sending 1400byte packets constantly over a period of 15 minutes.  nothing drops.  RDP does not disconnect ever.  But other software on the system loses connectivity randomly.  It has to be something within windows.
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Expert Comment

by:Experienced Member
ID: 39706564
But other software on the system loses connectivity randomly.  It has to be something within windows.

You are saying above (correct me) that you moved the problem OS/hard drive to a new machine and had the same issue.

And I think you are saying other machines have the same issue (again correct me). You need to do this step if you have not.

XP had no issues and the new system was Windows 7? or still XP?  Again you need to eliminate variables.

Do I draw the conclusion a different operating system than XP is having issues?

And then what software besides RDP is having the issue?

Try to make apples and apples comparisons to eliminate variables.

... Thinkpads_User
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Author Comment

by:Crossroads305
ID: 39706623
Again... Only certain software does not stay connected. While RDPing into the machine, RDP does NOT lose connection at all, neither does the ping. HOWEVER, our connection software looses connection randomly, along with applications that require server contact. ALL HARDWARE IS WORKING AND FINE.  I believe there is something with a program or a setting within windows that is causing this to happen.  All of your solutions and suggestions are steps that my team and I have already taken.  I believe that youre not understanding my issues correctly.
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Expert Comment

by:Experienced Member
ID: 39706631
Please answer my two key questions above so that we may progress.

1. What operating systems?  XP only or XP and _____ ?

2. What software (by name) is causing the issue ?

Thanks, ... Thinkpads_User
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Author Comment

by:Crossroads305
ID: 39706641
1. first machine with no problems was xp.  this machine was replaced by a new windows 7 machine.  The hard drive from the windows 7 machine was moved to the repalcement machine.  

2. Screenconnect Accuflow, Citrix ICA - That we know of.
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Expert Comment

by:Experienced Member
ID: 39706656
Thanks so much.

Windows 7 has very different security than XP and that may be a reason. Also, I assume you would have purchased Windows 7 Pro 64-bit and 64-bit is much different than XP (32-bit).

Do you know Screenconnect to be 64-bit compliant? Is there a new version out?

Also, can you put a Windows 7 Pro 64-bit machine with Screenconnect beside the problem machine (so 2 machines) on the same switch?  

Do both machines have the same problems?

... Thinkpads_User
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Author Comment

by:Crossroads305
ID: 39706815
Machine is Win7 64-bit.

Newest and most up-to-date version of ScreenConnect Client has been pushed out manually to the machine upon installation on site.

ScreenConnect is 64-bit compliant as well.
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Author Comment

by:Crossroads305
ID: 39706895
also note that screen connect is on 40+ machines and no others have an issue like this.
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by:Experienced Member
ID: 39707088
So if 40+ Windows 7 Pro 64-bit machines are fine, then there must be a problem with the machine in question. Can you return it for replacement?

... Thinkpads_User
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Author Comment

by:Crossroads305
ID: 39708425
two machines in a row? the only thing thats the same from the machine i replaced is the hard drive. so how can it not be something installed? especially if normal troubleshooting suggests that the network connection is fine.
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Accepted Solution

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Experienced Member earned 1500 total points
ID: 39708446
I am not sure what else to suggest. You say so many machines are working, and I assume machines on the same switch. So I agree at this point the network works fine.

Call Lenovo Support. They are quite good. See if they can pin down the problem.

The machine in question is a Lenovo Windows 7 machine. It will have Access Connections installed. This works fine if set up properly, but can be a problem if ignored or not set up. If it is there, try uninstalling it and removing all Access Connections network profiles.

... Thinkpads_User
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by:Crossroads305
ID: 39708629
I will try those solutions.  Thank you very much for your input and patience.
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