connecting via autodiscover crashes wyse pocketcloud pro

followup: another person who owns pocketcloud pro just installed it onto their iPhone 3G (again with iOS 4.2.1) and selected a discovered machine. it also crashed.

we both have different gmail accounts and we are both trying to access totally different machines.

cheers, wizdude.

Wixdude,
Can you please define "Crash" for me. I have my iPad with version 4.2.1 (8C148) connecting to Windows XP Pro, Windows 7 Pro, Ent, and Ultimate, 2008 server, 2008R@, etc. without a problem.
The Version of PockecktCloud I'm using is 2.1.200 and the version of Windows Companion is 2.1.5
Thanks.

Roger Montalvo 
Visit our Dell Wyse Thin Client Knowledge Base and Manuals web site at www.wyse.com/KB
Visit our Dell Wyse PocketCloud Knowledge Base and Manuals web site at http://pocketcloudsupport.wyse.com/forums
[SIGPIC][/SIGPIC]

followup: the same thing is now happening on Windows 7. i launch pocketcloud and select my windows 7 machine from the discovered connections. pocketcloud exits out to the home screen and the "Wyse PocketCloud" service stops.

subsequent launches of pocketcloud pro no longer show this machine listed under "discovered connections" until I restart the service.

this machine is running Windows 7 Professional (32 bit) with all windows updates applied.

this was the precise same behaviour that we saw with a brand new build of Windows Server 2008 R2 and a brand new gmail account. after spending an hour or two trying to diagnose, we gave up and just assumed that R2 wasn't supported.

is it possible that the problem exists totally at the windows companion end? is there somehow we can increase to debug level to get some useful information? or is there another build (test/debug) of the windows companion we can test with?

cheers, wizdude

Hi Roger,

as per my original message, the application just exits out to the home screen.

I've just tried on the iPad I have with me now that's running pocketcloud pro. it's never used the autodiscover option on it before. i put in my gmail credentials and it brought up my list of machines. I tried to connect, got the spinner, then straight back to the home screen.

details of my iPad:

iPad 16GB 3G model running iOS 4.2.1 (8C148). Currently connected via 3G on Telstra. Running wyse pocketcloud 2.1.200. Remote PC is Windows 7 Professional running windows companion v2.1.5 (but the same problem occurs on my Windows 2003 box as well).

it's interesting that you say you can connect to machines running Windows 2008 R2. We gave up on this, assuming that the windows companion wasn't compatible with this platform. every time we go to connect we get the same problem on the pocketcloud end (exits out to desktop) but the Wyse Pocketcloud service stops running.

this is getting really irritating. at the office we have 2 x iPhone 4's, 1 iPhone 3G, 3 iPad's and 3 different gmail accounts. i've even created a brand new gmail account to see if that was the problem. i can't get the autodiscover to work on any combination here at all. something is causing pocketcloud to fail and exit out.

cheers, wizdude.

i've done some more testing - all still giving the same results. I decided to do some packet sniffing to see if I could gather any more information.

i can see that wyse pocketcloud uses google chat (jabber) to negotiate connections.

not sure if this helps, but this is what I saw:

sniffing the data at my office workstation end - when I fire up pocketcloud on my iPhone4 (running over 3G) and select my office PC, I see a short conversation (2 packets) from the PC talking to google chat, then pocketcloud exits to the home screen on my iPhone and the "Wyse PocketCloud" service stops on the local PC.

i have to restart the "Wyse PocketCloud" service in order to continue. I then notice that the windows companion doesn't think it's logged into gmail, so I need to click the login button again. I actually would have thought this would happen automatically, but perhaps it's due to the way that the service terminates.

this packet capture looks like (where 192.168.80.159 is the IP address of my local workstation):

1 2000-01-01 11:03:21.807128000 74.125.153.125 192.168.80.159 Jabber/XML Response: \027\003\001\002\320\320\355H\343\3603\324*^\371w\ 003\263\031cl}\243\f\266\332\272\216\2148\303\177J X5\203\324\253\343\031&U=\342YJ\277\376J?Q0\311\00 1\033g\025n>\233\035\275\231\006\222v3\276'l\3147\ 026*,S\3203_s\362C\022O)0\274\221cED\255h\250\211\ 214gbcry\205\240\3158\317\364
2 2011-01-24 12:03:21.810238 192.168.80.159 74.125.153.125 Jabber/XML Request: \027\003\001\001 Q\035\313\307<[,\275`\224\303\237\331\b\365.f\3478\201\016U\242i\ 247\267\317\274\357C\2073\A\030]\234\004~B\247&&\022\0306\022\305r\2051\216\200\20 1\223\fy\254XCA\005\333\352]\321\311\355>WQ\006\027D\266r\240I\274\000\204\306 \000\221\373p\340\356\037,\302w\252\017X\211R\t\26 6\367\376\211m\340<\374r\035|\311\002qjj\253\207eG \314\343\335fw\372\355\235\255"j\221\233X\275\026\ 310\373^\344mt\217(e\202\334D\023^\311\343cq\203\2 12\300r\307o\3736&M\224?\244\023\354\3007\343\252\ 252MjjxO\245Q\271\017\324\337]3\304}\353\212D\027W\256\342?\274\271\370\301J\206 \337\303\326\306c\032\220\366*\363.\217\224|\336
3 2011-01-24 12:03:21.958248 74.125.153.125 192.168.80.159 TCP xmpp-client > 59389 [ACK] Seq=726 Ack=294 Win=56700 Len=0
4 2011-01-24 12:03:21.959141 192.168.80.159 74.125.153.125 Jabber/XML Request: \027\003\001\000`\242\027\314\307F\372T\212\244H\3 03\243\351\306r\204\244I\326zL\326\021\374p9U\341\ f\372\256\234x\232v\253I;5'\360\271\276\321\332\02 5\005\321Z\314\035_\024d\202q*
5 2011-01-24 12:03:22.107897 74.125.153.125 192.168.80.159 TCP xmpp-client > 59389 [ACK] Seq=726 Ack=1189 Win=59220 Len=0
6 2011-01-24 12:03:22.530559 192.168.80.159 74.125.153.125 TCP 59382 > xmpp-client [RST, ACK] Seq=1 Ack=1 Win=0 Len=0
7 2011-01-24 12:03:22.530769 192.168.80.159 74.125.153.125 TCP 59389 > xmpp-client [RST, ACK] Seq=1189 Ack=726 Win=0 Len=0
8 2011-01-24 12:03:22.603691 74.125.153.125 192.168.80.159 Jabber/XML Response: \027\003\001\000\200W\004\346\346\354\272

the application log on my machine shows:

Log Name: Application
Source: Application Error
Date: 24/01/2011 12:03:18 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: WizWin7.[removed - my active directory name]
Description:
Faulting application name: PocketCloudService.exe, version: 2.1.5.0, time stamp: 0x4ce5dfb9
Faulting module name: KERNELBASE.dll, version: 6.1.7600.16385, time stamp: 0x4a5bdaae
Exception code: 0xe06d7363
Fault offset: 0x00009617
Faulting process id: 0x%9
Faulting application start time: 0x%10
Faulting application path: %11
Faulting module path: %12
Report Id: %13

followed by:

Log Name: Application
Source: Windows Error Reporting
Date: 24/01/2011 12:03:18 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: WizWin7.[removed - my active directory domain]
Description:
Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: PocketCloudService.exe
P2: 2.1.5.0
P3: 4ce5dfb9
P4: KERNELBASE.dll
P5: 6.1.7600.16385
P6: 4a5bdaae
P7: e06d7363
P8: 00009617
P9: 
P10: 

Attached files:

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportQueue\A ppCrash_PocketCloudServi_e083e1e3ba4d948fe68655d3c 37951b79caea2_3299cae5

Analysis symbol: 
Rechecking for solution: 0
Report Id: baa92aab-2755-11e0-a9f4-00247eaa549b
Report Status: 4

and the system log reports:

Log Name: System
Source: Service Control Manager
Date: 24/01/2011 12:03:18 PM
Event ID: 7034
Task Category: None
Level: Error
Keywords: Classic
User: N/A
Computer: WizWin7.[removed - my active directory domain name]
Description:
The Wyse PocketCloud service terminated unexpectedly. It has done this 7 time(s).

i noticed in another thread just after mine that you were talking about a special debug build for a user? it appears my problem is very similar to that of the other user - ie: the windows companion is crashing. perhaps you'd like to make that same build available to me so I can provide any logs to debug?

cheers, wizdude

1. What antivirus software are you using? Can you disable it and try connecting?
2. Is your RDP enabled in the windows machine with an exception in the firewall.
3. Can you run the diagnostics in PocketCloud TrayIcon ->Diagnostics

Wyse PocketCloud Team

Suelain,
Go to our knowledge base at www.wyse.com/kb and search for "pocketcloud" you will be able to find some articles that will help you on this. Make sure that the port you are forwarding is port 5900.

Roger Montalvo 
Visit our Dell Wyse Thin Client Knowledge Base and Manuals web site at www.wyse.com/KB
Visit our Dell Wyse PocketCloud Knowledge Base and Manuals web site at http://pocketcloudsupport.wyse.com/forums
[SIGPIC][/SIGPIC]

I will send you a private message to get debug logs. Please check your private message

Wyse PocketCloud Team

I am having this problem as well. If I let Pocketcloud Companion, and Gmail accounts do their thing, my machine is usually recognized in the auto discovered list. Yes, I have Vista Home and I know that it does not support RDP...so I"m just trying to VNC on it.

I am a little confused about the manual and auto settings, but when I try manual settings I get nothing at all. The computer will show up and will be blue (not dimmed gray) but when I click, it won't connect. Usually get a message that says "Can not connect" or sometimes it just hangs endlessly (the little turning gear...)

I have been successful getting my IPAD to shadow my Desktop when in the same house, on my same wireless network. It seems like I have tried everything to get this to access my home computer from another network and it won't do it. The closest I come is with an autodiscovered computer showing up, but when I click it, it looks like it is going to connect then it poofs and I have the iPad desktop as if I never had attempted to use Pocketcloud.

I have followed my routers guidelines for portforwding. I don't know what else to do! I have tried turning off my antivirus and my Windows firewall, and this made no difference.

I was so excited the time I got this to work within my own home wireless network that I can't wait to be able to use it away from home, and yes I would buy the pro version if I could see this was actually going to work outside my home.

Somehow I feel that it must be my Internet service (Hughes.net satellite) or my router, but I believe I set the router so this should work. could the issue also be with TightVNC?

Thanks, RMontalvo,

I think I already searched/read those articles. I went back and looked through yet again. I did not find anything I hadn't checked already. Yes, the port forwarded is 5900, and I clicked both for TCP and UDP. I also forwarded 5800, which seemed to be recommended for some kind of websites (I admit that I don't know what it all means).

I just uninstalled TightVNC and installed UltraVNC. Now it is worse because I can't configure this new VNC so that I can logon through the home wi fi network as I was doing before. 

Guess it is back to square 1...

Exact same problem for me as original post. Iphone 4 latest software, pocket cloud free (will buy when working) connects fine when on same network on auto discovery, but on 3g finds remote computer when you click on it starts to connect spinner spins then app closes down to home screen on phone, every time. Any resolutions yet?

Redbac,
Can you give us an idea on what the issue is with Telstra?

Roger Montalvo 
Visit our Dell Wyse Thin Client Knowledge Base and Manuals web site at www.wyse.com/KB
Visit our Dell Wyse PocketCloud Knowledge Base and Manuals web site at http://pocketcloudsupport.wyse.com/forums
[SIGPIC][/SIGPIC]

Windows 2008 R2 Server with Hyper-Visor role. I can not connect via gmail. All my other Wyse connections appear to be fine. Attempts to connect kill the Wyse service. I have tried disabling DEP with no success. This host has multiple NICs if that is important. I can send the error file as mentioned above if you can suggest where to send it. Connecting directly via VNC is fine. From event log:

Log Name: Application
Source: Windows Error Reporting
Date: 2/14/2011 6:00:10 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Description:
Fault bucket , type 0
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: PocketCloudService.exe
P2: 2.1.5.0
P3: 4ce5dfb9
P4: KERNELBASE.dll
P5: 6.1.7600.16385
P6: 4a5bdfe0
P7: e06d7363
P8: 000000000000aa7d
P9: 
P10:

Success

Well the update has fixed the Telstra issue all works fine now