Secondary Regularly Getting Disconnected from Primary

from Stardock Forums

I've used Multiplicity for many years and it's worked great for the most part.  My primary is a desktop and my secondary is a laptop.  Both are running Windows 10.  The laptop is connected to an external monitor.

The two computers are connected via Ethernet cables through a NetgearNighthawk AC1900 Dual Band Wi-Fi Gigabit Router (R7000).  I've used the same router for about 4 years.  The desktop and laptop are about 1 year old.  My previous desktop and laptop were Windows 7, and Multiplicity worked perfectly.  I do not use a VPN.

Ever since I bought the new desktop and laptop about a year ago, my laptop regularly gets disconnected from my desktop.  Sometimes the problem fixes itself after a while.  Usually, though, I have to reboot the desktop.  (Rebooting the laptop never fixes the problem.)

Sometimes, the problem is even worse.  I suspect this happens when my mouse pointer is on the laptop when the disconnection occurs, but I'm not sure of that.  When this happens, I have no access to the desktop at all.  I can access the laptop, but the mouse pointer is gone.  I can only use the keyboard.  To fix the problem, I have to shut down the laptop, which lets me regain control of the desktop.

I've put up with this for a year, but I've finally gotten frustrated enough to write.  I believe I have the latest versions of Multiplicity on both the desktop and the laptop (version 3.55).  The problem has persisted over more than one version.  I have updated versions at least once, maybe twice, as new versions come out, but it doesn't help.

I have, of course, tried rebooting everything, including the router, many times.  I've also tried deleting the secondary and reinstalling it, and I've tried uninstalling the software from both computers and reinstalling it.  Nothing works.  I have to reboot my desktop at least a couple of times a day because of this problem.

Please help!

multiplicity
13,955 views 23 replies
Reply #2 from Stardock Forums Top

Thank you.  I am aware of that FAQ, and I have previously done everything on there that I know how to do.  There are some things I don't understand, though, so I haven't tried them.

For example, one of the suggestions is to remove the secondary and re-add it by IP address.  How do I know what IP address to use for the secondary?  Also, will that IP address always remain the same, or could it change in the future, requiring me to change it in Multiplicity?

Ashes of the Singularity II
Reply #3 from Stardock Forums Top

Hello,

I have forwarded your report to the Stardock support team for their review and recommendations.

Please keep an eye on this thread for any updates.

but it is the weekend right now so stay- tuned.

We really do appreciate your feedback, thanks.

 

AzDude
Stardock Community Assistant

Reply #4 from Stardock Forums Top

Hello,

Sorry to hear you are having trouble.

Ever since I bought the new desktop and laptop about a year ago, my laptop regularly gets disconnected from my desktop
End of quote

How often is 'regularly'?

Short of rebooting, does unplugging your Ethernet connection restore the cursor to the Primary?

Sean Drohan
Stardock Support Manager

 

Reply #5 from Stardock Forums Top

By regularly, I mean 1-3 times a day, with 4-12 hours use per day.

I haven't tried unplugging my Ethernet connection when I lose control of the primary.  What exactly do you mean by unplugging the connection?  Unplugging the connection from the primary to the router?  From the router to the secondary?  Something else?

Reply #6 from Stardock Forums Top

Quoting WoW_Refugee, reply 5

Unplugging the connection from the primary to the router?  From the router to the secondary?  Something else?
End of WoW_Refugee's quote

Either or.  They are both Ethernet now, yes?  You said in your other post that one was wireless.

Sean Drohan
Stardock Support Manager

Reply #7 from Stardock Forums Top

I have a wireless router, but both PCs are connected via Ethernet cables.  The wireless aspect is only for my cellphone and other devices.

I want to clarify that I'm talking about two different problems (or two different levels of the same problem).

Problem #1: My laptop regularly gets disconnected from my desktop.  I can still used the desktop when this happens, but I can't access the laptop via Multiplicity.  Sometimes the problem fixes itself after a while.  Usually, though, I have to reboot the desktop.  (Rebooting the laptop never fixes the problem.)

Problem #2: I have no access to the desktop at all.  I can access the laptop, but the mouse pointer is gone.  I can only use the keyboard.  To fix the problem, I have to shut down the laptop, which lets me regain control of the desktop.  I suspect that this problem occurs when my mouse pointer happens to be on the laptop when the laptop gets disconnected from the desktop, but I'm not sure of that.

Reply #8 from Stardock Forums Top

Hello,

Sorry to hear you are having trouble.

I would like to have you do a purge and reinstall on each, please

https://forums.stardock.com/486104/multiplicity-support-faq#reinstalling

Sean Drohan
Stardock Support Manager

 

Reply #9 from Stardock Forums Top

I did the purge and reinstall on both computers per instructions.  Didn't help.  Secondary still got disconnected from the primary, and I had to reboot the primary to get it to reconnect.

Reply #10 from Stardock Forums Top

I’m a new user to Multiplicity. I have a primary and 3 secondaries. On two of them the product works great, on the third I get exactly the same issues WoW_Refugee describes in this thread. It’s really frustrating as otherwise it’s a great product.

Reply #11 from Stardock Forums Top

Quoting WoW_Refugee, reply 9

I did the purge and reinstall on both computers per instructions.  Didn't help.  Secondary still got disconnected from the primary, and I had to reboot the primary to get it to reconnect.
End of WoW_Refugee's quote

I am starting to question the router involved.

If you set up a continuous ping to it command prompt -> ping <ip of secondary> -t

See if it times out occasionaly.

Sean Drohan
Stardock Support Manager

Reply #12 from Stardock Forums Top

Quoting Davejr1200, reply 10

On two of them the product works great, on the third I get exactly the same issues WoW_Refugee describes in this thread.
End of Davejr1200's quote

What one?

Quoting WoW_Refugee, reply 7

Problem #1: My laptop regularly gets disconnected from my desktop.  I can still used the desktop when this happens, but I can't access the laptop via Multiplicity.  Sometimes the problem fixes itself after a while.  Usually, though, I have to reboot the desktop.  (Rebooting the laptop never fixes the problem.)

Problem #2: I have no access to the desktop at all.  I can access the laptop, but the mouse pointer is gone.  I can only use the keyboard.  To fix the problem, I have to shut down the laptop, which lets me regain control of the desktop.  I suspect that this problem occurs when my mouse pointer happens to be on the laptop when the laptop gets disconnected from the desktop, but I'm not sure of that.
End of WoW_Refugee's quote

Sean Drohan
Stardock Support Manager

Reply #13 from Stardock Forums Top

Quoting sdRohan, reply 11


Quoting WoW_Refugee,
reply 9

I did the purge and reinstall on both computers per instructions.  Didn't help.  Secondary still got disconnected from the primary, and I had to reboot the primary to get it to reconnect.



I am starting to question the router involved.

If you set up a continuous ping to it command prompt -> ping <ip of secondary> -t

See if it times out occasionaly.

Sean Drohan
Stardock Support Manager

End of sdRohan's quote
I apologize for my ignorance, but how do I determine the IP of the secondary?

Reply #14 from Stardock Forums Top

Quoting WoW_Refugee, reply 13

I apologize for my ignorance, but how do I determine the IP of the secondary?
End of WoW_Refugee's quote

The MP UI for the Secondary should have it visable:

Sean Drohan
Stardock Support Manager

Reply #15 from Stardock Forums Top

Quoting sdRohan, reply 11


Quoting WoW_Refugee,
reply 9

I did the purge and reinstall on both computers per instructions.  Didn't help.  Secondary still got disconnected from the primary, and I had to reboot the primary to get it to reconnect.



I am starting to question the router involved.

If you set up a continuous ping to it command prompt -> ping <ip of secondary> -t

See if it times out occasionaly.

Sean Drohan
Stardock Support Manager

End of sdRohan's quote
I let that command run for a couple of hours on two different days.  It never timed out, but I also did not experience a disconnect between the primary and the secondary during those times.  The ping times were almost always <1ms, with occasional longer times.  The longest time was 30ms.

Just now, my secondary got disconnected from the primary.  I was not running the command, so I pulled up the command prompt and ran that command from my primary.  I let in run for a minute or so.  The pings went through just fine, always <1ms, while the secondary was disconnected from the primary.

Reply #16 from Stardock Forums Top

I’ve resolved my issue. As I had both Wi-Fi connections to my home mesh and a wired LAN just between the computers, I purged and then reinstalled the secondary and forced the new installation to only use the wired LAN. I’ve had no disconnects since. 

Reply #17 from Stardock Forums Top

Quoting Davejr1200, reply 16

I’ve resolved my issue. As I had both Wi-Fi connections to my home mesh and a wired LAN just between the computers, I purged and then reinstalled the secondary and forced the new installation to only use the wired LAN. I’ve had no disconnects since. 
End of Davejr1200's quote

Sound advice.  As solid as wireless has become, it just never as robust as a wired connection.

Sean Drohan
Stardock Support Manager

Reply #18 from Stardock Forums Top

@sdRohan Do you have any more troubleshooting steps for me?

Reply #19 from Stardock Forums Top

Quoting WoW_Refugee, reply 18

@sdRohan Do you have any more troubleshooting steps for me?
End of WoW_Refugee's quote

I am afraid I do not as I suspect the medium (wireless) has something to do with it.  What was interesting was that you said you never had a disconnect when the pings were running (there is no harm or performance loss if you kept them going).  It makes me think that something is sleeping a network card, or a connection, if it is dormant for a spell.

Sean Drohan
Stardock Support Manager

Reply #20 from Stardock Forums Top

Quoting sdRohan, reply 19


Quoting WoW_Refugee,
reply 18

@sdRohan Do you have any more troubleshooting steps for me?



I am afraid I do not as I suspect the medium (wireless) has something to do with it.  What was interesting was that you said you never had a disconnect when the pings were running (there is no harm or performance loss if you kept them going).  It makes me think that something is sleeping a network card, or a connection, if it is dormant for a spell.

Sean Drohan
Stardock Support Manager

End of sdRohan's quote
It's an Ethernet connection, not wireless.  The other guy had the wireless connection.  Interesting idea about keeping the pings running.  I'll try that.

Reply #21 from Stardock Forums Top

Quoting WoW_Refugee, reply 20

Interesting idea about keeping the pings running.
End of WoW_Refugee's quote

Indeed but I would only use that 'solution' as a way to help determine that it may indeed be a 'keep alive' situation - that there is something not quite right on the network.

Sean Drohan
Stardock Support Manager

Reply #22 from Stardock Forums Top

Well, the secondary just got disconnected while I was doing the continuous pinging, so the "keep alive" hypothesis may not be correct.  As before, the continuous pinging successfully continued while the secondary was disconnected from the primary.

I've discovered something else, though.  Despite that I have the laptop connected to the router via Ethernet cable, it appears I also had the laptop's Wi-Fi turned on.  So I'm actually not sure whether Multiplicity was connecting to the laptop via Wi-Fi, Ethernet, or both.  I've now turned the laptop's Wi-Fi off, and will let you know how that works out.

Reply #23 from Stardock Forums Top

Quoting WoW_Refugee, reply 22

So I'm actually not sure whether Multiplicity was connecting to the laptop via Wi-Fi, Ethernet, or both.  I've now turned the laptop's Wi-Fi off, and will let you know how that works out.
End of WoW_Refugee's quote

Interesting and a valid hypothesis. 

Sean Drohan
Stardock Support Manager