Control on Secondary stops after a few seconds

from Stardock Forums

We have been using Mutliplicity Seamless 3.57 without issue for several months. Suddenly the cursor has stopped working on the secondary machine. 

When the cursor is moved onto the secondary it works (clicks and movement) for 1-2 seconds before the cursor suddenly stops moving on the secondary and returns to the primary screen. When the cursor is "kicked off" the secondary screen, Multiplicity is still reporting as connected but it takes several minutes before the cursor can get to the secondary screen again. Once it starts working again it stops after 1-2 seconds and the cycle repeats.

 

I have re-installed the software on both machines, and been through all the steps at the FAQ here

The primary machine is wired on a 100Mbps connection, with the secondary on a Wireless connection with 700/700 throughput and -55dBm signal. I have tested both 5Ghz and 2.4Ghz and neither one seems to have any impact, positive or negative.

I understand the wireless connection stands out as the probable cause, however it has been working flawlessly for several months and the throughput on the wireless connection is higher than the 100Mbps wired connection the primary is on so I am confident this is not the issue.

 

Appreciate any further troubleshooting measures you can provide.

 

Caleb

multiplicity
34,530 views 15 replies
Reply #2 from Stardock Forums Top

Hi Basj,

 

Thanks for your response :)

 

As mentioned in the post, I have been through all the steps in the FAQ including disabling firewall. The issue persists throughout.

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Reply #3 from Stardock Forums Top

Hello,
I have forwarded your problem/question to Stardock Support Team for their assistance. Please keep an eye on this thread for any updates. We appreciate your feedback and patience.

Basj,
Stardock Community Assistant

Reply #5 from Stardock Forums Top


I understand the wireless connection stands out as the probable cause, however it has been working flawlessly for several months and the throughput on the wireless connection is higher than the 100Mbps wired connection the primary is on so I am confident this is not the issue.
End of quote

If possible, and strictkly for testing purposes, test to see if this still happens when all MP PCs are wired.

Sean Drohan
Stardock Product Lifecycle Manager

Reply #6 from Stardock Forums Top

Hey Sean,

 

I've just tried it on a wired connection and had the same issue, no change in behavior.

One thing I noticed today is that despite the cursor being 'kicked off' the secondary computer, the keyboard functionality remains working OK until I click back on the primary computer. Seems like it might be just a cursor issue?

Let me know what the next steps are.

 

Caleb

Reply #7 from Stardock Forums Top

We have been using Mutliplicity Seamless 3.57 without issue for several months. Suddenly the cursor has stopped working on the secondary machine. 
End of quote

Then we would want to see what's changed.  Anything you could note here could be helpful.

Quoting calebITD, reply 6

One thing I noticed today is that despite the cursor being 'kicked off' the secondary computer, the keyboard functionality remains working OK until I click back on the primary computer. Seems like it might be just a cursor issue?
End of calebITD's quote

Is this a gaming mouse with a very high DPI \ Polling rate - each of which should be adjustable down to lowest levels for testing?

Sean Drohan
Stardock Product Lifecycle Manager

Reply #8 from Stardock Forums Top

We are stumped because absolutely nothing has changed except for the year. It worked in 2022, stopped working when operations resumed in 2023.

Both the keyboard and mouse in question are standard wired HP ones. No ability to change DPI or polling rate. I haven't tried a different mouse but one of the workers did initially as they thought it was a broken mouse, moved to a wireless Logitech mouse and still had the same problem.

Reply #9 from Stardock Forums Top

Forgot to add - during the wired testing I had both machines connected to the same switch. Not sure if this is helpful info but it further confirms it's not a latency issue.

 

If there is any logging or anything I can capture for you guys just let me know.

Reply #10 from Stardock Forums Top

Keeping this sin mind:

Quoting sdRohan, reply 5

If possible, and strictkly for testing purposes, test to see if this still happens when all MP PCs are wired.
End of sdRohan's quote

On at least 1 Primary and 1 Secondary, burn MP and reinstall:

https://support.stardock.com/space/SHC/1347158073/Multiplicity+purging+and+re-installing

Let me know.

Sean Drohan
Stardock Product Lifecycle Manager

Reply #11 from Stardock Forums Top

Hi Sean,

 

Sorry for the delay here.

 

I have just purged and re-installed and had the exact same problem immediately. Mouse kicked off the secondary screen but keyboard still working fine. Let me know what the next steps are :)

 

Caleb

Reply #12 from Stardock Forums Top

Quoting calebITD, reply 11

Hi Sean,
 

Sorry for the delay here.
 

I have just purged and re-installed and had the exact same problem immediately. Mouse kicked off the secondary screen but keyboard still working fine. Let me know what the next steps are :)  

Caleb
End of calebITD's quote

This is the next logical step, again, on at least 1 Primary \ Secondary pair:

https://support.stardock.com/space/SHC/1346601039/Multiplicity+Clean+Boot

Sean Drohan
Stardock Product Lifecycle Manager

Reply #13 from Stardock Forums Top

Hi Sean,

 

I have instead just tried out the Microsoft Garage Mouse without Borders which has worked fine. Each period of testing causes downtime for the business so I am going to just leave this in place instead of doing further trial and error with Multiplicity.

 

Is it possible to get the Multiplicity license refunded?

 

Cheers.

Reply #14 from Stardock Forums Top

Quoting calebITD, reply 13

Is it possible to get the Multiplicity license refunded?
End of calebITD's quote

Sorry to read that.

All refunds are handled via the ticketing system.

https://support.stardock.com/space/SHC/1339883584

If you want to pick up the work at a later time, you know where to find us 😉

Sean Drohan
Stardock Product Lifecycle Manager

Reply #15 from Stardock Forums Top

Thanks for your help Sean, I'll submit the refund via ticketing.

No hard feelings about it not working out. I really appreciate the time and effort you have put into trying to fix the issue.