Customer Support - Known Issues

Most currently known issues are covered in the Troubleshooting section of the user's manual, which you can view by selecting Help from the product's Help menu. New issues are listed here.

If you're having trouble connecting from one computer to another, read about firewalls.

KaVoom! KVM

Ctrl-Alt-Delete on Vista

Pressing Ctrl-Alt-Insert does not work to send Ctrl-Alt-Delete to a secondary computer that is running Windows Vista. Microsoft prevents this as a security feature. The work-around is to press Ctrl-Alt-Delete on the local keyboard, or to configure the secondary computer so that Ctrl-Alt-Delete is not required to log on.

Kaspersky Internet Security (Firewall)

Kaspersky Internet Security includes a feature that prevents remote users from changing security settings. This means that when you have Kaspersky running on a secondary computer and you're operating it from a primary, you cannot click on any Kaspersky messages or dialog boxes.

To turn off this feature in Internet Security 7, right-click the Kaspersky icon in the taskbar and select Settings. Go to Service and uncheck the "Enable Self Defense" checkbox. After disabling and re-enabling protection (also via right-click), all dialogs and windows are usable through KaVoom.

A user provided this alternative solution: Open the Kaspersky control panel. Go to "Threats and Exclusions". Click on Trusted Zone in the right panel. Go to the Trusted Applications tab. Add KaVoom.exe as a trusted application. Select all options except "Do not restrict registry access." Click OK.

Screen Switches Back

If you are running certain other applications, the screen might switch back to the primary computer momentarily after you switch to one of the secondary computers. This problem has been reported by users who are running Lotus Sametime, Google Toolbar, or Acronis (version 11) on their primary computer.

One solution is to stop the other application. An alternative solution is available if you contact us.

NOD32 Anti-Virus

NOD32 crashes KaVoom! in a random manner. To fix the problem, place KaVoom! on the NOD32 exclusion list.

1. Open the NOD32 Control Center.
2. Select IMON then Setup, to open the IMON Setup dialog.
3. Under Advanced Setup, press Setup.
4. Under Exclusion, press Edit.
5. Press Add, and select KaVoom.exe (usually located in C:\Program Files\KaVoom! KVM)
6. Close the series of dialogs by pressing OK on each one.

NOD32's IMON module (Internet monitor) will no longer monitor KaVoom's network access, which will prevent the crash from happening.

Screen Not Refreshing

A customer reported a problem with an Nvidia Riva Tnt2 Pro video card on the secondary computer. When controlling the secondary from the primary and moving the mouse around the screen, the video would appear in blocks. Reducing the card's hardware acceleration fixed the problem. A further problem, where menus like the Windows Start menu were not being drawn properly, was fixed by disabling the secondary's hardware acceleration altogether. Disabling hardware acceleration has no effect on the computer's performance when you're controlling it from the primary.

KaVoom! KM

Ctrl-Alt-Delete on Vista

Pressing Ctrl-Alt-Insert does not work to send Ctrl-Alt-Delete to a secondary computer that is running Windows Vista. Microsoft prevents this as a security feature. The work-around is to press Ctrl-Alt-Delete on the local keyboard, or to configure the secondary computer so that Ctrl-Alt-Delete is not required to log on.

Kaspersky Internet Security (Firewall)

See the note about Kaspersky above.

Remote Installation

You cannot remotely install KaVoom! KM onto a computer running Windows XP Home Edition. This is a limitation of the Home Edition. You must install the software locally.

There is a problem with Windows that might prevent you from remotely installing KaVoom! KM from a computer running Windows Server 2003 SP1. Microsoft has a hotfix available. See Microsoft's Knowledge Base article 913327.

Multiple Users on Windows XP

If you have multiple user accounts on your Windows XP computer and two or more users are logged on simultaneously, KaVoom! KM will stop working temporarily after one of the users logs off. It will resume working once the next user logs on. This means that you must use the computer's local keyboard to log on the next user.

One work-around is to use the "Switch User" feature, rather than logging off. As long as all the users remain logged on, KaVoom! KM will continue to work fine.

Another work-around is to just have one user logged on at a time, and to log off whenever you want to swtich users.

Reprogrammable Mouse Buttons

Some mice from Microsoft and Logitech have extra buttons that are reprogrammable (using configuration software that comes with the mouse). Mouse buttons that have been reprogrammed do not function when you are operating a secondary computer.

Problem using Remote Desktop Client

A problem occurs when you are running Remote Desktop client in full-screen mode on your primary computer. When you move the mouse pointer to an adjacent monitor, the mouse works fine and you can click on windows as expected, but your keypresses continue to go to the remote computer. The problem does not occur if you are using Remote Desktop in a window.

To fix the problem, you must use KaVoom! KM 3.22 or later. Add the following line to the end of the KaVoomKM.ini file, located in C:\Program Files\KaVoom! KM. Then restart KaVoom! KM.

CompatibleWithRemoteDesktopClient=1

This fix works only while the KaVoom! KM main window is hidden. This is okay, since you always want the main window hidden while you are working.

NOD32 Anti-Virus

See the explanation above.