Connection Drops

[jason]

Air Mouse app: 2.0.0
Air Mouse server: 2.0.0.0
OS: XP,Vista
I use air mouse to remotely control video on my PC. After letting the app idle while I watch a show, I find that the connection has dropped and cant be reestablished without restarting the server app. Having to get up to restart the server defeats the intended idea of this software entirely.This occurs when trying to control both my XP and Vista PC's. The app just searches for servers indefinitely as though something has 'timed out'
Anyone else experiencing intermittent connection issues?

[Andreas]

Air Mouse app: 2.0.0
Air Mouse server: 2.0.0.0
OS: Win7

I have the same problem with Windows 7.
I had no problems with the previous version of the software, but in version 2.0 the connection drops in the same way that Jason talks about above.

[dub]

I'm having the same problem as well. Same set-up as Andreas.

After the iPhone sleeps for some time it will not reconnect to the server upon waking. I never had that problem before the update as well.

[thorton]

I'm having the exact same problem. I'd love to find a solution.

[MobileMouseAdmin]

Do you guys have firewalls running? Can you try to uninstall the copy you have, then go to our website and download a new copy and install that?

[dub]

I'm just using the built in windows firewall, and I have the server set as an exception.

Has there been an update to the server or am I just reinstalling the same version?

[MobileMouseAdmin]

There's a newer server, download the newest one from our site.

Also, what kind of routers do you all have?


I'm just using the built in windows firewall, and I have the server set as an exception.

Has there been an update to the server or am I just reinstalling the same version?

[dub]

Cool, I'll d-load the latest one then. Can't you build in a way for the server to notify you there is a new version when it starts?

I'm using the good ol' Linksys WRT54GL (w/ stock firmware).

[thorton]

There's a newer server, download the newest one from our site.

Also, what kind of routers do you all have?


I'm using a Belkin.

As for the server... it's still 2.0, the same one we were all using.

[D00kiefl4kes]

I redownloaded and reinstalled the server. It shows the same version. 2.0.0.0

Windows 7 x64

I have a linksys WRT610N

Mine works after i start the server fresh, reply to a text message or just let the iphone go to sleep and the program stops listening. I have to restart the server to reconnect. I just downloaded this app and kinda unhappy i paid for it. Logitech had a free one that, while less feature packed, at least worked as advertised.

[ssp2306]

I just installed the latest build and it still drops after a few minutes of inactivity. What is the plan?

[MobileMouseAdmin]

Submit a support request to us using the contact form and we'll troubleshoot it with you to get it working.

[Suilobo]

Hello, I am also having this exact same problem describe through this thread. I have never installed any previous version of your software before and it was a fresh install of windows that I installed the air mouse server on. I am running windows 7 64bit. I have submitted a support request last Saturday, and I have still not heard from anyone trying to resolve my problem. This is getting very fustrating.

[MobileMouseAdmin]

Send us another email, you probably didn't enter the correct email into the contact form. We answer all our emails the same day we get them, but some are getting bounced back because of typos in the email address field.


Hello, I am also having this exact same problem describe through this thread. I have never installed any previous version of your software before and it was a fresh install of windows that I installed the air mouse server on. I am running windows 7 64bit. I have submitted a support request last Saturday, and I have still not heard from anyone trying to resolve my problem. This is getting very fustrating.

[patters]

I have the same issue running Windows 7 Ultimate 32 bit. I was using v1.5 which had a disconnect issue if the iPhone went to sleep. It was irritating, but usable. However I upgraded to 2.0 (removing the old driver in Add/Remove Programs) and the whole thing is unusable now. Within minutes the mouse pointer stops responding at all (without the iPhone sleeping), and there is a sort of lag whereby suddenly all the movements and mouseclicks are suddenly played back all at once. A couple of these then it loses contact altogether.

By way of unrelated feedback, I think this app has also suffered heavy feature creep. I mean, I'm not convinced we need task switcher functionality - If I want that I can just use the Windows task bar or Mac OS dock. Please look into the disconnection problem, because you've taken a really neat piece of software and broken it with this update to 2.0.

For what it's worth, I'm using a Sony Vaio P hooked up to my TV, minus most of the bloatware that comes with it. It is running Sony's Wifi/WLAN/Bt switcher application, and the ALPS Pointing Stick driver. I also updated Bonjour to 1.0.106.

EDIT - did some more testing and, though it could just be random, I think the connection drops very soon after an application puts up a dialog (for instance closing a Notepad window with unsaved text in).

[MobileMouseAdmin]

I can assure you guys that we did not break the program, in fact it has a much more stable and reliable backend than before. The reason for the connection problems some people are having are to do with the switch in our protocol, not to do with any of the new features we added. The percent of people actually having these problems is tiny. Had we not made this switch, v1.5 would have been the last version we would have been able to release because all our current and future features rely on this change. Each of you need to email us for support so we can troubleshoot it with you. It may have to do with your router, your firewall, your network, or any number of other factors. Rest assured that the app is not broken and we will get it working for each and every one of you.


I have the same issue running Windows 7 Ultimate 32 bit. I was using v1.5 which had a disconnect issue if the iPhone went to sleep. It was irritating, but usable. However I upgraded to 2.0 (removing the old driver in Add/Remove Programs) and the whole thing is unusable now. Within minutes the mouse pointer stops responding at all (without the iPhone sleeping), and there is a sort of lag whereby suddenly all the movements and mouseclicks are suddenly played back all at once. A couple of these then it loses contact altogether.

By way of unrelated feedback, I think this app has also suffered heavy feature creep. I mean, I'm not convinced we need task switcher functionality - If I want that I can just use the Windows task bar or Mac OS dock. Please look into the disconnection problem, because you've taken a really neat piece of software and broken it with this update to 2.0.

For what it's worth, I'm using a Sony Vaio P hooked up to my TV, minus most of the bloatware that comes with it. It is running Sony's Wifi/WLAN/Bt switcher application, and the ALPS Pointing Stick driver. I also updated Bonjour to 1.0.106.

EDIT - did some more testing and, though it could just be random, I think the connection drops very soon after an application puts up a dialog (for instance closing a Notepad window with unsaved text in).

[dub]

My connection problems are now worse than ever. The application is all but unusable. The connection drops in under a minute after connecting every time. It will only reconnect if I restart the server; then the same thing will happen. I'm using the latest server version, downloaded 1-22.

I'm pretty bummed here. I with I had stayed with the old version; it was absolutely rock stable.

I also submitted a support ticket this evening, fyi.

[kdavis45]

Air Mouse app: 2.0.0
Air Mouse server: 2.0.0.0
OS: XP,Vista
I use air mouse to remotely control video on my PC. After letting the app idle while I watch a show, I find that the connection has dropped and cant be reestablished without restarting the server app. Having to get up to restart the server defeats the intended idea of this software entirely.This occurs when trying to control both my XP and Vista PC's. The app just searches for servers indefinitely as though something has 'timed out'
Anyone else experiencing intermittent connection issues?

I had the exact same problem and after further experimentation I found that
A. it has nothing to do with my firewall (as I don't have it turned on). I did turn it on just to see if it made a difference and it did not.
B. It only occurs if I have made a change (virtually any change as far as I can tell) to any of the server or an application hot key. Maybe any other change as well (like adding a user ap, etc)
C. You can get around it by either rebooting the server (which i agree defeats the purpose), not making any changes between client sleep and subsequent reconnects, or disabling sleep on the iPhone client. However, the latter is very expensive on your battery so you pretty much have to leave the iphone plugged into the charger.

I would be interested to see if anyone else seeing this problem also finds that it only occurs subsequent to a server parameter change. If this is true then it is certainly a bug but maybe not all that serious as I first thought since it only occurs following a parameter change and, while those occur frequently now, they will trail off shortly.

It should also be noted that sometimes my iPhone client initially says it can not reconnect and then does reconnect. Or on occasion following a server parameter change, a previously connected iPhone client will crash, seemingly only because of the server parameter change. This seems to happen when I add a new user hot key to an unmanaged ap at the server where the media template for that ap was being displayed at the time of the server change.

[MobileMouseAdmin]

We are working diligently to try and find the root of this problem, but so far have never actually been able to see it occur. We have purchased ever major router on the market, we tried every major antivirus program, we have tried it on all our machines, running over 10 different OSs, on over a dozen of our iPhones and iPods, running every version of iPhone OS. Our entire beta community has been unable to reproduce it either. We have tested it on every network we have available, and have not had this problem. We have tested it over bluetooth, 3G, public WIFI, and private WIFI using every kind of security method possible. It is currently only affecting less than .05% of our entire client base, which makes it very difficult to narrow down. We are currently focusing all our efforts on getting this issue resolved and will not stop until we do. We don't see any flaw in the software that could cause this and are thinking that it may be a setting on the computer, router or iPhone. Please continue to post anything that you notice that may help us narrow down the root of the problem.
Thanks

[MobileMouseAdmin]

Can each of you try the following:

1) Go to add/remove programs and if you see 2 installations of Air Mouse, uninstall them both.
2) Go to our website and download a new copy of the server and install it

Please post your results. Another user who had this problem got it working by doing those steps.

[ThomasS]

I have the same issue.

I first got it on WinXP for the HTPC. I have since then reinstalled the OS which is now Win7 (32bit) and I am still having the same problem, so it doesn't appear to be related to having had an old version of Air Mouse installed before.

I tried installing it on my laptop instead and it seems to work fine on the laptop with the same firewall settings, so it shouldn't be related to my network setup.

The one thing that I know that has been glitchy about the HTPC is the internet-access. I have never had any issues with LAN-access but when browsing for example it seems that some http/https-connections sometimes hang on the machine, but it is rather random. I should point out that the previous version (pre 2.0) of Air Mouse worked perfectly on this machine so something has definitely changed for the worse in this latest release.

Something that I have noticed about the latest version both on the HTPC and the laptop is that the mouse motion is choppier than before. Have you lowered the frequency of the position updates?

Please tell me what I can do to help troubleshoot this issue.

/Thomas

[MobileMouseAdmin]

1) Go to add/remove programs and if you see 2 installations of Air Mouse, uninstall them both.
2) Go to our website and download a new copy of the server and install it


I have the same issue.

I first got it on WinXP for the HTPC. I have since then reinstalled the OS which is now Win7 (32bit) and I am still having the same problem, so it doesn't appear to be related to having had an old version of Air Mouse installed before.

I tried installing it on my laptop instead and it seems to work fine on the laptop with the same firewall settings, so it shouldn't be related to my network setup.

The one thing that I know that has been glitchy about the HTPC is the internet-access. I have never had any issues with LAN-access but when browsing for example it seems that some http/https-connections sometimes hang on the machine, but it is rather random. I should point out that the previous version (pre 2.0) of Air Mouse worked perfectly on this machine so something has definitely changed for the worse in this latest release.

Something that I have noticed about the latest version both on the HTPC and the laptop is that the mouse motion is choppier than before. Have you lowered the frequency of the position updates?

Please tell me what I can do to help troubleshoot this issue.

/Thomas

[ThomasS]

1) Go to add/remove programs and if you see 2 installations of Air Mouse, uninstall them both.
2) Go to our website and download a new copy of the server and install it

How could I have two installations of the program when I have reinstalled the OS and then after that installed Air Mouse (once)?

[MobileMouseAdmin]

Please contact us directly using the contact form and we will figure out why it's happening for you, this may be another issue all together.



How could I have two installations of the program when I have reinstalled the OS and then after that installed Air Mouse (once)?

[DinoEnzo]

I also have been experiencing this problem, with the program just deciding to disconnect from the server for no apparent reason..

Would there be any way to downgrade back to 1.5? As i never had any problems with that version...

and yes i have deleted the old server and downloaded the new server.

[h2rulz]

Air Mouse app: 2.0.0
Air Mouse server: 2.0.0.0
OS: XP
iPhone OS: 3.1.3

I've done the suggested solution, but the problem keeps reoccurring.
Like some one said before, everything was working fine before the update.

I love the new features, but just can't enjoy them for long.
The connection drops every time my phone goes to sleep. It'll briefly work again after I restart the server app.

You guys always been great with feedback, hope you really fix the problem again.

I am using a D-Link DIR-655 router.
Fyi, my iMac is working just fine (within the same network)

[antherus]

Same issue. Was working flawlessly under windows 7 (32 bit) with the previous server release, then immediately started encounterimg the reconnection issues after updating to 2.0

[patters]

I'm really not sure it's helpful in the face of such overwhelming evidence that Air Mouse 2.0 is broken on Windows 7 for each thread to simply be answered with "please contact support, we'll work with you on this issue". What about using this thread? This is the SUPPORT forum. Why hide that communication from the user community. It would certainly lighten your support workload, since pretty quickly there would be a worked solution for most problems.

This isn't freeware. And a lot of us don't have time to mess about sending emails back and forth. Can you at least post some things to check, ideas on what the problem is? Firewall exception for Air Mouse is already defined, and as I said the last version had no issue with this same setup.

I notice for instance that 2.0.1 is in the App store. Are we to assume this is a fix for these disconnection issues? I'm not about to devote an evening to testing this without some kind of indication. Remember, we are paying customers. Saying "version 2.0 in fact is more reliable than the old version" to a customer who is telling you that it doesn't work properly is just antagonistic. Would you like me to send you my Air Mouse config perhaps, since one poster reports that it only breaks once you start customizing the options?

[MobileMouseAdmin]

We have diagnosed this issue with many users, and there have been many different reasons for this problem. Some had to do with antivirus programs blocking the connection of idle processes, others were router settings, some were weak connections or interference on the network, some were to do with multiple copies installed, some were to do with the connection type in Windows 7, ect. There has been no consistency to the source of the problem, which is why we need to troubleshoot this problem with each of you individually. The software is not broken, if it were then you would see tens of thousands of posts and support requests for this issue. The problem is specific to your computers. The reason why it is occurring with the new version and not the old is that we have switched from a connectionless protocol to a connection based one. This is a one time change that we needed to make to support current and future updates. Just email us and we will help you get it working. If we find a common fix, we will post it.


I'm really not sure it's helpful in the face of such overwhelming evidence that Air Mouse 2.0 is broken on Windows 7 for each thread to simply be answered with "please contact support, we'll work with you on this issue". What about using this thread? This is the SUPPORT forum. Why hide that communication from the user community. It would certainly lighten your support workload, since pretty quickly there would be a worked solution for most problems.

This isn't freeware. And a lot of us don't have time to mess about sending emails back and forth. Can you at least post some things to check, ideas on what the problem is? Firewall exception for Air Mouse is already defined, and as I said the last version had no issue with this same setup.

I notice for instance that 2.0.1 is in the App store. Are we to assume this is a fix for these disconnection issues? I'm not about to devote an evening to testing this without some kind of indication. Remember, we are paying customers. Saying "version 2.0 in fact is more reliable than the old version" to a customer who is telling you that it doesn't work properly is just antagonistic. Would you like me to send you my Air Mouse config perhaps, since one poster reports that it only breaks once you start customizing the options?

[patters]

Just email us and we will help you get it working. If we find a common fix, we will post it.

Great, except that you don't respond to the support contact webform. I contacted you two days ago and nothing. Does that even work? Or is there an actual email address I should send to instead?

Also

The software is not broken, if it were then you would see tens of thousands of posts and support requests for this issue.

Well done on your tens of thousands of sales, but this is not really a defence. Only a tiny minority of people with the problem would actually bother to complain, not least because you have to register on here to do so. And many would just assume that their computer is the problem and give up. I'm an IT professional so I'm in that vocal minority. What immediately strikes me from this thread is that everyone with this issue seems to be running Windows 7.

[MobileMouseAdmin]

All emails are responded to within 12 hours, regardless of where they came from. Please make sure you entered the correct return address when you send it, or send another request if you didn't hear back. If you emailed us, we responded. As I mentioned, there was an issue we found with some windows 7 computers that had to do with network settings, but the same fix didn't apply to other windows 7 computers, and we have seen this problem with Vista, XP, and even Macs, which were all caused by completely different problems.


Great, except that you don't respond to the support contact webform. I contacted you two days ago and nothing. Does that even work? Or is there an actual email address I should send to instead?

Also


Well done on your tens of thousands of sales, but this is not really a defence. Only a tiny minority of people with the problem would actually bother to complain, not least because you have to register on here to do so. And many would just assume that their computer is the problem and give up. I'm an IT professional so I'm in that vocal minority. What immediately strikes me from this thread is that everyone with this issue seems to be running Windows 7.

[patters]

I owe you an apology - it seems that my Hotmail account is completely messed up. Another message from a separate sender has gone missing too, and neither are in the Junk.
I'll file a new support request.

[D00kiefl4kes]

I contacted support and they did a remote session, and were unable to figure out what was happening. I'm still experiencing these dropouts where the app will connect shortly after starting the server, but times out after 5 to 10 minutes of inactivity.

Any updates?

I've reinstalled itunes/quicktime/bonjour, disabled my firewall and antivirus and tried using the app over connectify (kinda like an ad hoc connection to remove my router from the equation). what else can i do?