remote user disconnect causes black screen lockup on local PC.
Dementech61
Newbie ✭
Sonicwall is up and running;
Users connect to company network using netextender client.
Two PCs will lock up and go to an unresponsive black screen when the user(s) disconnect.
the PCs have to be hard booted by someone on site to restore functionality.
Best Answer
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CORRECT ANSWERDementech61
Newbie ✭
This discussion was opened to be proactive.
The issue appears to have been Hardware and not the SonicWall TZ600/Netextender client.
Two HP Z4G4 Xeon based systems were going to an unresponsive black screen and had to be hard booted to restore functionality.
The two HP Z4G4 PCs were assigned to specific users. The users are assigned company laptops for remote access.
Twenty users total are using Netextender to connect to the company TZ600.
Only two users were reporting the recurring problem.
We use Datto RMM to monitor and connect to devices at this site, so there was another variable.
In RMM, I could see that the BIOS version was OLD and knew I wanted to update that to rule it out.
BIOS ver before 01.07 BIOS ver after 02.74
Same thing with the Nvidia Quadro 2000 drivers.
Device Mgr. looked interesting: Display Adapters showed the Nvidia along with a new one for me:
mv video hookdriver2
I thought what is that? Link is below.
I visited the client site and updated the BIOS & Nvidia drivers using the CLEAN INSTALL method outlined in the link below.
That was a few days ago, and there hasn't have been any more Black Screen Lock Ups reported.
mv video hookdriver2 reference:
This post says that the mv video hookdriver2 gets installed by VNC, and YES that is the first mention of VNC in my solution.
Users use Netextender to drop them at their assigned desktop, but Datto RMM offers VNC as a remote control option.
In RMM, the remote connection log showed someone connecting to the devices using VNC Take Control.
There were also 40,208 NWMI ID3 events in the Application Log: "attempt to initialize before setup - empty class registry, bailing out." WARNING events, and at least one "Instance and Method provider registration failed - Invalid namespace hr=0x8004100E (-2147217394)" event(s).
I searched for "attempt to initialize before setup - empty class registry, bailing out." without mentioning Nvidia, and this is what I got:
Notice the link on that page for "article 2900": clean install instructions.
I chose the Custom Install and followed the steps outlined for Clean Install.
That's it. I hope someone can benefit from my solution.
0
Answers
Please provide more information about your network and Sonicwall configuration. Who have provided us very little to go on.
I understand; I just getting on the device for the 1st time today to spec it out; new w/company also.