SuperNova and Dolphin ScreenReader
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      Troubleshooting Connect & View Whiteboard

      Most common solutions to Whiteboard connection issues

      Code 3: This error means that the connection has failed. There are a number of reasons why this error may occur, so we recommend you carry out the following in order to identify the fault.

      1. Ensure that the SuperNova Whiteboard Wizard is running on the device you are trying to connect to.
      2. Confirm that the details entered in the Whiteboard settings match those shown on the device you are trying to connect to (These can are in SuperNova Control Panel > Visual Menu > Connect and View > Settings > Whiteboards > Select the Whiteboard > Settings).
      3. Confirm that the device can be located via its name. On the device running SuperNova launch a command prompt then run the following command:
        NSLOOKUP <device name>
        (Replace <device name> with the name of the device entered in the Whiteboard Settings exactly as it appears). If the device name does not return an IP address, then you will not be able connect using the name (there could be a DNS server issue, or the machine may be on another subnet).
      4. To rule out a DNS issue make a note of the IP address from the machine you want to connect to and try entering the IP address into the "Machine Name" edit area of the Whiteboard settings in SuperNova (These can be found in SuperNova Control Panel > Visual Menu > Connect and View > Settings > Whiteboards > Select the Whiteboard > Settings).
      5. If you are still experiencing an error code 3 when using the IP Address you may have an incorrect port number, to confirm which port number your VNC server is using you can carry out the following:
        • Launch the Windows Task Manager on the device you are trying to connect to and find the VNC Server in the Details tab, make a note of the PID (process ID) for the server. (UltraVNC should be winvnc.exe, TightVNC should be tvnserver.exe)
        • Now launch a command prompt window and enter the following command:
          • netstat -ano -p tcp
        • In the list locate the process ID from the right-hand column, and then from the local address column confirm the port number used by the VNC server.
      6. If you have confirmed the IP address and port number in use are correct, then next step would be to confirm that that port is open on both machines. Check both software and hardware firewalls to confirm that the required port (by default 5900 or 5901) is open.
      7. If all the above fail, then the devices may be running on a segregated networks that prevent them from communicating with each other.  You will need to implement a solution suitable for your environment to allow communication - this may be opening some ports, setting up port forwarding, setting up a SSH Tunnel, or implementing a software solution like Hamachi (by LogMeIn).

      Code 13: This error means that the connection has been successful but the credentials entered are incorrect. 

      1. Confirm that the details entered in the Whiteboard settings match those shown on the device you are trying to connect to (These can are in SuperNova Control Panel > Visual Menu > Connect and View > Settings > Whiteboards > Select the Whiteboard > Settings).
      2. If you are running multiple VNC servers on the device you are connecting to then use the details above to confirm the port number of the software you are connecting to, the credentials for the other VNC server may differ.
      3. Manually enter some credentials in the TightVNC or UltraVNC settings dialogs, then ensure these match the credentials in the Whiteboard settings.