Two clients keep disconnecting.

Submitted by axinar on #1

Hello Michael,

I am posting here, hoping that you could help us.

Yesterday, we evaluated VirtualHere trial on two computers (192.168.1.71 and 192.168.1.93) and everyting was fine. So we purchased the full license.
Later we installed the client software on two more computers (192.168.1.30 and 192.168.1.60), but unfortunately they keep disconneting every few seconds.

Bellow I'm attaching the log file.
Any ideas how could we troubleshoot this issue?
I have tried checking for lost packets using the following command: ping "server ip" -t
But everything looks fine.

We have also tested a trial version of a competitive software (I'm not naming it) with the exact same configuration and it works fine on all computers.

The server software is installed on a computer that is directly connected to the server rack of the office(they are both located in the server room). The two working computers (192.168.1.71 and 192.168.1.93) are connected with the server through a switch. And the two computers that get disconnected ( 192.168.1.30 and 192.168.1.60) are connected to the same server through a different switch.

Thnx
George

2021-08-03 11:49:02 INFO :Listening on all network interfaces at TCP port 7575 (IPv6 dual-stack)
2021-08-03 11:49:10 INFO :192.168.1.71 connected as connection 31
2021-08-03 11:49:12 INFO :Found Full speed device [072f:90cc] "ACS, CCID USB Reader" at address 1
2021-08-03 11:49:23 INFO :192.168.1.30 connected as connection 32
2021-08-03 11:49:25 INFO :192.168.1.60 connected as connection 33
2021-08-03 11:49:31 INFO :192.168.1.93 connected as connection 34
2021-08-03 11:50:09 INFO :Connection 32 remotely disconnected gracefully (rx msg size)
2021-08-03 11:50:14 INFO :Connection 32 successfully removed (reason:timeout)
2021-08-03 11:50:25 INFO :192.168.1.30 connected as connection 35
2021-08-03 11:50:29 INFO :Connection 33 remotely disconnected gracefully (rx msg size)
2021-08-03 11:50:36 INFO :Connection 33 successfully removed (reason:timeout)
2021-08-03 11:50:56 INFO :192.168.1.60 connected as connection 36
2021-08-03 11:51:43 INFO :Connection 35 remotely disconnected gracefully (rx msg size)
2021-08-03 11:51:51 INFO :Connection 35 successfully removed (reason:timeout)
2021-08-03 11:51:56 INFO :192.168.1.30 connected as connection 37
2021-08-03 11:53:46 INFO :Connection 36 remotely disconnected gracefully (rx msg size)
2021-08-03 11:53:50 INFO :Connection 36 successfully removed (reason:timeout)
2021-08-03 11:53:58 INFO :192.168.1.60 connected as connection 38
2021-08-03 11:54:16 INFO :Connection 37 remotely disconnected gracefully (rx msg size)
2021-08-03 11:54:23 INFO :Connection 37 successfully removed (reason:timeout)
2021-08-03 11:54:29 INFO :192.168.1.30 connected as connection 39
2021-08-03 11:55:15 INFO :Connection 39 remotely disconnected gracefully (rx msg size)
2021-08-03 11:55:19 INFO :Connection 39 successfully removed (reason:timeout)
2021-08-03 11:55:30 INFO :192.168.1.30 connected as connection 40
2021-08-03 11:58:23 INFO :Connection 40 remotely disconnected gracefully (rx msg size)
2021-08-03 11:58:30 INFO :Connection 40 successfully removed (reason:timeout)
2021-08-03 11:58:34 INFO :192.168.1.30 connected as connection 41
2021-08-03 11:58:49 INFO :Connection 38 remotely disconnected gracefully (rx msg size)
2021-08-03 11:58:56 INFO :Connection 38 successfully removed (reason:timeout)
2021-08-03 11:59:02 INFO :192.168.1.60 connected as connection 42
2021-08-03 12:02:57 INFO :Connection 41 remotely disconnected gracefully (rx msg size)
2021-08-03 12:03:04 INFO :Connection 41 successfully removed (reason:timeout)
2021-08-03 12:03:09 INFO :192.168.1.30 connected as connection 43
2021-08-03 12:03:16 INFO :Connection 42 remotely disconnected gracefully (rx msg size)
2021-08-03 12:03:23 INFO :Connection 42 successfully removed (reason:timeout)
2021-08-03 12:03:35 INFO :192.168.1.60 connected as connection 44
2021-08-03 12:04:55 INFO :Connection 43 remotely disconnected gracefully (rx msg size)
2021-08-03 12:05:00 INFO :Connection 43 successfully removed (reason:timeout)
2021-08-03 12:05:11 INFO :192.168.1.30 connected as connection 45
2021-08-03 12:06:42 INFO :Connection 45 remotely disconnected gracefully (rx msg size)
2021-08-03 12:06:43 INFO :192.168.1.30 connected as connection 46
2021-08-03 12:06:50 INFO :Connection 45 successfully removed (reason:timeout)
2021-08-03 12:07:46 INFO :Connection 46 remotely disconnected gracefully (rx msg size)
2021-08-03 12:07:54 INFO :Connection 46 successfully removed (reason:timeout)
2021-08-03 12:08:14 INFO :192.168.1.30 connected as connection 47
2021-08-03 12:09:00 INFO :Connection 47 remotely disconnected gracefully (rx msg size)
2021-08-03 12:09:05 INFO :Connection 47 successfully removed (reason:timeout)
2021-08-03 12:09:16 INFO :192.168.1.30 connected as connection 48
2021-08-03 12:10:27 INFO :Connection 44 remotely disconnected gracefully (rx msg size)
2021-08-03 12:10:32 INFO :Connection 44 successfully removed (reason:timeout)
2021-08-03 12:10:41 INFO :192.168.1.60 connected as connection 49
2021-08-03 12:11:26 INFO :Connection 48 remotely disconnected gracefully (rx msg size)
2021-08-03 12:11:34 INFO :Connection 48 successfully removed (reason:timeout)
2021-08-03 12:11:48 INFO :192.168.1.30 connected as connection 50
2021-08-03 12:12:10 INFO :Connection 50 remotely disconnected gracefully (rx msg size)
2021-08-03 12:12:14 INFO :Connection 50 successfully removed (reason:timeout)
2021-08-03 12:12:19 INFO :192.168.1.30 connected as connection 51
2021-08-03 12:12:37 INFO :Connection 51 remotely disconnected gracefully (rx msg size)
2021-08-03 12:12:42 INFO :Connection 51 successfully removed (reason:timeout)
2021-08-03 12:12:50 INFO :192.168.1.30 connected as connection 52
2021-08-03 12:15:00 INFO :Connection 52 remotely disconnected gracefully (rx msg size)
2021-08-03 12:15:09 INFO :Connection 52 successfully removed (reason:timeout)
2021-08-03 12:15:22 INFO :192.168.1.30 connected as connection 53
2021-08-03 12:17:21 INFO :Connection 49 remotely disconnected gracefully (rx msg size)
2021-08-03 12:17:28 INFO :Connection 49 successfully removed (reason:timeout)
2021-08-03 12:17:45 INFO :192.168.1.60 connected as connection 54
2021-08-03 12:18:31 INFO :Connection 54 remotely disconnected gracefully (rx msg size)
2021-08-03 12:18:38 INFO :Connection 54 successfully removed (reason:timeout)
2021-08-03 12:18:46 INFO :192.168.1.60 connected as connection 55
2021-08-03 12:21:26 INFO :Connection 53 remotely disconnected gracefully (rx msg size)
2021-08-03 12:21:29 INFO :192.168.1.30 connected as connection 56
2021-08-03 12:21:33 INFO :Connection 53 successfully removed (reason:timeout)
2021-08-03 12:21:57 INFO :Connection 56 remotely disconnected gracefully (rx msg size)
2021-08-03 12:22:00 INFO :192.168.1.30 connected as connection 57
2021-08-03 12:22:04 INFO :Connection 56 successfully removed (reason:timeout)
2021-08-03 12:23:31 INFO :Connection 57 remotely disconnected gracefully (rx msg size)
2021-08-03 12:23:32 INFO :192.168.1.30 connected as connection 58
2021-08-03 12:23:35 INFO :Connection 57 successfully removed (reason:timeout)
2021-08-03 12:24:38 INFO :Connection 58 remotely disconnected gracefully (rx msg size)
2021-08-03 12:24:46 INFO :Connection 58 successfully removed (reason:timeout)
2021-08-03 12:25:04 INFO :192.168.1.30 connected as connection 59
2021-08-03 12:27:14 INFO :Connection 59 remotely disconnected gracefully (rx msg size)
2021-08-03 12:27:22 INFO :Connection 59 successfully removed (reason:timeout)
2021-08-03 12:27:37 INFO :192.168.1.30 connected as connection 60
2021-08-03 12:27:55 INFO :Connection 60 remotely disconnected gracefully (rx msg size)
2021-08-03 12:28:00 INFO :Connection 60 successfully removed (reason:timeout)
2021-08-03 12:28:07 INFO :192.168.1.30 connected as connection 61
2021-08-03 12:29:26 INFO :Connection 55 remotely disconnected gracefully (rx msg size)
2021-08-03 12:29:33 INFO :Connection 55 successfully removed (reason:timeout)
2021-08-03 12:29:54 INFO :192.168.1.60 connected as connection 62
2021-08-03 12:30:15 INFO :Connection 61 remotely disconnected gracefully (rx msg size)
2021-08-03 12:30:21 INFO :Connection 61 successfully removed (reason:timeout)
2021-08-03 12:30:40 INFO :192.168.1.30 connected as connection 63
2021-08-03 12:31:40 INFO :Connection 62 remotely disconnected gracefully (rx msg size)
2021-08-03 12:31:45 INFO :Connection 62 successfully removed (reason:timeout)
2021-08-03 12:31:56 INFO :192.168.1.60 connected as connection 64
2021-08-03 12:32:59 INFO :Connection 64 remotely disconnected gracefully (rx msg size)
2021-08-03 12:33:07 INFO :Connection 64 successfully removed (reason:timeout)
2021-08-03 12:33:27 INFO :192.168.1.60 connected as connection 65
2021-08-03 12:34:12 INFO :Connection 65 remotely disconnected gracefully (rx msg size)
2021-08-03 12:34:17 INFO :Connection 65 successfully removed (reason:timeout)
2021-08-03 12:34:27 INFO :192.168.1.60 connected as connection 66
2021-08-03 12:35:31 INFO :Connection 66 remotely disconnected gracefully (rx msg size)
2021-08-03 12:35:39 INFO :Connection 66 successfully removed (reason:timeout)
2021-08-03 12:35:58 INFO :192.168.1.60 connected as connection 67
2021-08-03 12:37:17 INFO :Connection 67 remotely disconnected gracefully (rx msg size)
2021-08-03 12:37:22 INFO :Connection 67 successfully removed (reason:timeout)
2021-08-03 12:37:30 INFO :192.168.1.60 connected as connection 68
2021-08-03 12:38:36 INFO :Connection 63 remotely disconnected gracefully (rx msg size)
2021-08-03 12:38:43 INFO :Connection 63 successfully removed (reason:timeout)
2021-08-03 12:38:50 INFO :192.168.1.30 connected as connection 69
2021-08-03 12:40:36 INFO :Connection 69 remotely disconnected gracefully (rx msg size)
2021-08-03 12:40:44 INFO :Connection 69 successfully removed (reason:timeout)
2021-08-03 12:40:52 INFO :192.168.1.30 connected as connection 70
2021-08-03 12:43:48 INFO :Connection 68 remotely disconnected gracefully (rx msg size)
2021-08-03 12:43:56 INFO :Connection 68 successfully removed (reason:timeout)
2021-08-03 12:44:04 INFO :192.168.1.60 connected as connection 71
2021-08-03 12:45:31 INFO :Connection 70 remotely disconnected gracefully (rx msg size)
2021-08-03 12:45:38 INFO :Connection 70 successfully removed (reason:timeout)
2021-08-03 12:45:50 INFO :Connection 71 remotely disconnected gracefully (rx msg size)
2021-08-03 12:45:55 INFO :Connection 71 successfully removed (reason:timeout)
2021-08-03 12:45:58 INFO :192.168.1.30 connected as connection 72
2021-08-03 12:46:05 INFO :192.168.1.60 connected as connection 73
2021-08-03 12:47:12 INFO :Connection 73 remotely disconnected gracefully (rx msg size)
2021-08-03 12:47:17 INFO :Connection 73 successfully removed (reason:timeout)
2021-08-03 12:47:36 INFO :192.168.1.60 connected as connection 74
2021-08-03 12:48:55 INFO :Connection 74 remotely disconnected gracefully (rx msg size)
2021-08-03 12:48:59 INFO :Connection 74 successfully removed (reason:timeout)
2021-08-03 12:49:07 INFO :192.168.1.60 connected as connection 75
2021-08-03 12:49:38 INFO :Connection 75 remotely disconnected gracefully (rx msg size)
2021-08-03 12:49:38 INFO :192.168.1.60 connected as connection 76
2021-08-03 12:49:41 INFO :Connection 75 successfully removed (reason:timeout)
2021-08-03 12:50:23 INFO :Connection 76 remotely disconnected gracefully (rx msg size)
2021-08-03 12:50:28 INFO :Connection 76 successfully removed (reason:timeout)
2021-08-03 12:50:38 INFO :192.168.1.60 connected as connection 77
2021-08-03 12:52:18 INFO :Connection 77 remotely disconnected gracefully (rx msg size)
2021-08-03 12:52:27 INFO :Connection 77 successfully removed (reason:timeout)
2021-08-03 12:52:40 INFO :192.168.1.60 connected as connection 78
2021-08-03 12:53:07 INFO :Connection 78 remotely disconnected gracefully (rx msg size)
2021-08-03 12:53:10 INFO :192.168.1.60 connected as connection 79
2021-08-03 12:53:14 INFO :Connection 78 successfully removed (reason:timeout)
2021-08-03 12:53:17 INFO :Connection 72 remotely disconnected gracefully (rx msg size)
2021-08-03 12:53:21 INFO :Connection 72 successfully removed (reason:timeout)
2021-08-03 12:53:36 INFO :192.168.1.30 connected as connection 80
2021-08-03 12:56:38 INFO :Connection 80 remotely disconnected gracefully (rx msg size)
2021-08-03 12:56:40 INFO :192.168.1.30 connected as connection 81
2021-08-03 12:56:42 INFO :Connection 80 successfully removed (reason:timeout)
2021-08-03 12:59:05 INFO :Connection 79 remotely disconnected gracefully (rx msg size)
2021-08-03 12:59:10 INFO :Connection 79 successfully removed (reason:timeout)
2021-08-03 12:59:15 INFO :192.168.1.60 connected as connection 82

Submitted by Michael on Tue, 2021/08/03 - 21:55

#2

The server and client know that the connection is active by sending each other ping packets (not ICMP ping, just small tcp packets) and if either side doesnt hear back within 12 seconds the connection is considered broken for some reason (network connection dropped, extremely slow link, wifi drops etc)

The log is showing that the server is not getting a ping tcp packet back within 12 seconds (every couple of minutes) and it closes the connection as it thinks its dead.

In the problematic virtualhere client right click USB Hubs->About Statistics and then watch the graph latency. What does that show? E.g average ms and is it very variable?

Also double check your ethernet cables are properly plugged in. Ive seen this before with loose cables. VirtualHere normally uses TCP for communication (and can use UDP, perhaps the other software is using UDP which is slightly more tolerant of network issues)

Submitted by axinar on Tue, 2021/08/03 - 22:32

#3

thanks Michael,
I will give it a try and I will let you know.

Submitted by axinar on Wed, 2021/08/04 - 20:09

#4

Hello Michael,
I checked the graph on two computers. One is ok, the otherone is really bad.
I have uploaded a couple of pictures.

https://imgur.com/AyrRlFv
https://imgur.com/tICp0Vf

Does it look like a loose cable?

Anyway I could switch to UDP?

Thnx

Submitted by Michael on Wed, 2021/08/04 - 20:24

#5

Yes it looks like a loose cable or some hardware issue, 1160 is way too high. Try to replace that ethernet cable with another one or double check the ethernet port hardware, maybe its broken

Submitted by axinar on Thu, 2021/08/05 - 20:18

#6

Hello Michael.
I have performed a few tests.
First I connected one of the problematic computers (192.168.1.60) directly to the server with a new cable, but still no imporovement.
Then I placed one of the problematic computers on the same desk with the good computer (192.168.1.93) and used the ethernet cable from the good computer on the problematic computer. But again there was no improvement.
I belive that clears out that it is not a bad cable.

That made me think that there is somethink wrong with the computer itself.
SoI tried:
-updating the network adapter driver
-uninstalling the antivirus
-disabling the firewall
but nothing helped...

Any ideas what should I check next?

Submitted by Michael on Thu, 2021/08/05 - 20:25

#7

I think what i would do in that situation is plug in a usb->Ethernet adapter into the back of the computer and try that instead. Do you have one of those?

Submitted by axinar on Thu, 2021/08/05 - 20:52

#8

thanks for the advice. I don't have one but I will order a USB to ethernet adapter and I'm also going to order a PCI-e ethernet card just in case.

Submitted by axinar on Mon, 2021/08/30 - 15:16

#9

Hello Michael, I have finally tested using a usb-ethernet and I can say that there is a huge improvement.
Still not perfect but definitely thing are looking much better https://imgur.com/sLNbTs3
Hopefully there wont be any disconnects from now on.
I will keep you updated in case something goes wrong.

Submitted by Michael on Mon, 2021/08/30 - 15:19

#10

Great! Thanks for letting me know, those latencies look fine