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FAQ

Questions:
Q1. There is error message prompting up while installing NetPoint, or there is error message prompting up after the
        installation of NetPoint.
Q2. No host is shown in the Host List after the installation of NetPoint.
Q3. The Host is shown in the Host List, but the terminal fails to connect.
Q4. After clicking "connect", the Logging interface is shown, but the terminal fails to log onto the desktop of the operation
       system.
Q5. When connecting to the Host, a message prompting up stating that other user has to log off before you can log on,
       or that it has exceeded the number limit of users logging on.
Q6. The terminal has logged onto the Host successfully, but it's running very slow.
Q7. Everything is running OK except that USB drive is not working.
Q8. Everything is running OK except that USB printer is not working.
Q9. The sound function is not working, no sound playback or MIC recording.

Answers：

Q1. There is error message prompting up while installing NetPoint, or there is error message prompting up after
        the installation of NetPoint.
(1)   Please make sure that you have disabled anti-virus software and closed all running programs before installing
        NetPoint. Please uninstall those applications similar to NetPoint and restart the Host PC if needed.
(2)   Check the Startup items. Start > Run > input "msconfig" and press Enter. If there is RTHDCPL in the list, please
        disable it so it will not run automatically when the Host PC being powered up. RTHDCPL is the configuration
        application for Realtek soundcards, which will conflict with NetPoint Virtual Audio Drivers.
(3)   For Windows OS earlier than Vista, please open "Control Panel", go to "system" > "hardware" > "drivers signature"
        and set it to be "ignore".
(4)   Uninstall the failed NetPoint. After that, please go to "device manager" to check if there is any NetPoint Virtual Audio
        left. If yes, please delete it manually. And then, restart the computer.
(5)   Go to download.html and download the latest version of NetPoint software, and install it
        onto your Host PC.
(6)   When the installation of latest version NetPoint is finished, you can install anti-virus software and enable it. If the
        following applications are reported to be a threat by the anti-virus software, please put them into the anti-virus "trust
        list":
                  system32\muconhlp.dll
                  system32\drivers\mucondrv.sys
                  system32\drivers\muvaudio.sys
                  installation folder\netpoint.exe
                 installation folder \npmgr.exe
                  installation folder \npsound.exe
                  installation folder \npusb.exe

Q2. No host is shown in the Host List after the installation of NetPoint.
(1)   First of all, please make sure that the network connection between the terminal and the Host PC is working.
        A terminal can be connected directly to the Host by an Ethernet cable, if their IP addresses are in the same range.
       (If the terminal and the Host are not in the same IP address range, the Host will not be shown in the Host List
        detected by the terminal. In this case, you need to specify the IP address of Host in the Setting Up page of the
        terminal. )
(2)   Please check if the Ethernet cable connected to the terminal is OK. When the connection is OK, the power light of
        the terminal will stay constant lit. If the light flashes, it means the cable connection is not OK. Then, please check
        the cable and connection till the light stays constant lit.
(3)   Please check if the IP address of the terminal is properly configured. In default, the IP address of terminal is set to
        be dynamic from DHCP server. If it shows that IP address is not assigned, this means the terminal could not find
        the DHCP server. In this case, you need to assign manually static IP address to the terminal within the same IP
        range of Host PC. And make sure that the IP address has not been taken by other PC or terminal.
(4)   Please check if the NetPoint Management Center is running normal on the Host PC. This program will start
        automatically when the Host PC has been powered up. It will prompt up a window which can be minimized to the
        right of Task Bar. If this program is not running, this means npsgr.exe is missing. You need to re-install NetPoint.
        Please follow  the steps as given in Q1.

Q3. The Host is shown in the Host List, but the terminal failed to connect.
This could be caused by un-enabled Remote Desktop and Terminal Service on the Host PC, or screened by Firewall.
Follow these steps to do the check:
(1)   Open "Control Panel" > "System" > "Remote", in "Remote Desktop", check the "Allow users to connect remotely to
        this computer". Then click "OK".
(2)   Open "Control Panel" > "Administrative Tools" > "Services", make sure the status "Terminal Services" is "started"
        and its startup type is "Automatic". If "Terminal Services" cannot be started, you need to check your operation
        system.
(3)   Open "Control Panel" > "Windows Firewall". If Firewall is set to be on, please make sure that "netpoit.exe" is in the
        Exceptions list of the firewall. You can do this by clicking "Add Program…" > "Browse", go to the installation folder of
        NetPoint and choose "netpoint.exe", then click "OK" to save.
(4)   Also remember to check if there is Remote Desktop in the Exceptions list of Firewall. If yes, please make sure it is
        also checked.
(5)   Restart the Host PC and try to connect the terminal to Host PC again.

Q4. After clicking “Connect”, the Logging interface is shown, but the terminal failed to log onto the desktop of
       operation system.
This is caused by the improper settings of account rights, and you need to set up an account for each user. Please
follow these steps to tackle this issue:
(1)   Please make sure that the user's account is "administrator" or "remote user" type. Please go to "Help" of Windows
        on how to setup account rights. In Windows2003, you can do like this: right click "My Computer" > "Manage", go to
        "Local Users and Groups" under "System Tools", choose "Groups", right click "Administrators" or "Remote Desktop
         Users", and then choose "Add to group". Add those accounts as needed into this group.
(2)   Make sure that each remote account has its own password. An account without password will not be allowed to
        make remote connection.

Q5. When connecting to the Host, a message prompting up stating that other user has to log off before you can log
       on, or that it has exceeded the number limit of users logging on.
(1) On the Host PC, click "run", input "cmd" and when the DOS windows comes up, type in: sc query MultiuserServer.
      The status of MultiuserServer should be running. If not, please follow the steps in Q3(2) to enable it.
(2) After the steps, go to the DOS windows again and type in "sc query MultiuserDriver" to see its status. If it is running,
      restart the Host PC. If it is not running, this means there is some error in the installation of NetPoint. In this case, you
      may need to follow the steps in Q1 to uninstall and then re-install NetPoint.

Q6. The terminal has logged onto the Host successfully, but it's running very slow.
(1)   First of all, please check the configuration of your Host PC. Use the appropriate Host PC configurations (CPU, RAM
        and speed of Hard Disk) to meet the work load according to the number of users and the applications they are
        using. You can find a suggested Host PC configuration chart in the Quick Installation Guide for normal office use
        environment. If you need to run more complicated application which require much of system resources, a Host PC
        of better configuration is required.
(2)   Check the quality of network connection. Since there are large quantities of image data being transmitted over the
        network, good quality network connection is required for the system to avoid slow down caused by repeated
        transmitting of image data due to poor quality network connection. Feedback from various projects show that
        slowing down is mostly caused by poor network connections like poor cable connection, poor performance of
        switch and HUB, etc.
(3)   Choose the right SUNDE terminal for your actual applications. Terminals are not intended to be used for large
        amount of video playback or online games. And SUNDE has various models of terminals ranging from basic (like
        800LS) to supreme performance (like H4) to meet different level of requirements.

Q7. Everything is running OK except that USB drive is not working.
(1)   In the Setup page of the terminal, you can choose to enable or disable USB disk function. If you need USB disk
        function, please go to the Setup page and enable it. Save the change and then connect to the Host PC.
(2)   Please plug the USB disk into the terminal after logging onto the Host PC, then you can access the USB disk by
        clicking the "Computer" on the desktop. Only the user of the terminal has access to the USB disk.
(3)   If the USB disk is not detected by the system, please unplug it and then plug it again. If it is still not working after
        repeated actions, please log off your account from the Host PC, turn off the power of the terminal and then restart
        it again.

Q8. Everything is running OK except that USB printer is not working.
(1)   Please make sure that the printer works normal when connect to the Host PC. You can follow instructions in the
        printer user manual to set up the printer.
(2)   There is an option of enable USB printer in the Setup page of the terminal. Please make sure that USB printer is
        enabled on the terminals which require USB printer. You can go to the Setup to make the change, save it and
        connect to the Host PC again.
(3)   After logging onto the Host PC, plug in the USB printer to the terminal. By now there will be a printer in the "fax and
        printer" list with status to be "ready". This means the USB printer is now setup correctly.
(4)   IF the USB printer is not detected by the terminal, you can unplug it and then plug it in again.

Q9. The audio function is not working, no audio playback or MIC recording.
(1)   There is an option of enabling or disabling Audio (sound) function in the Setup page of terminal. Please enable
        the sound function of those terminals which will be running audio applications, save the change and then connect
        to the Host PC again.
(2)   Check the audio devices on the host PC. Open "Control Panel" > "Sounds" > "Sound Playback", if you see that the
        Default device is NetPoint Virtual Audio, this means the Audio device is not properly installed. Please follow the
        steps in Q1 to reinstall NetPoint.