This technote describes how to troubleshoot the error message: Could not connect to <Host Name>. No users have this privilege.

Situation:

During a Control or Observe session, the user gets the following error message: Could not connect to <Host Name> . No users have this privilege.

Problem:

If you receive this error message during a Control or Observe session, you are either having a video problem or a security-related problem. To determine whether you are having a video problem or a security-related problem, try using one of the other services (Exchange, Send, Chat).

If you can perform one of these services (Exchange, Send, Chat), then it is likely that you are experiencing a Screen Sharing/video problem.

If you can connect using the Control or Observe service for a Guest or Registered User, but not an NT User, then you are having an NT Security problem.

If you cannot connect on any services using Registered Users or NT Users, please contact your Network Administrator or Netopia Technical Support to see if you are running a special version of Timbuktu Pro.

Troubleshooting tips for each platform are presented below.

All Platforms:

Timbuktu Pro remote control components may not have been installed.

Solution: To see if the Timbuktu Pro remote control components are installed correctly:

1. Go to the WINNT\Netopia RC directory and WINNT\System32 directories:
2. Make sure the following files are there:

   Timbuktu Pro - Build 853

   Netopia RC
   Tb2Rcinst.dll - All platforms
   Tb2RC.dll - All platforms
   Tb2Scraper.dll - All platforms
   CobHooks.dll - All platforms
   Tb2Wdg95.dll - 9X only
   Tb2Hook95.dll - 9X only
   Tb2MirrorSys.sys - 2K & XP only

   System 32
   Tb2NTKrnl.dll - NT4 only
   Tb2Wdg40.dll - NT4 only
   Tb2WdgVGA.dll - NT4 only
   Tb2MirrorDll.dll - 2K & XP only

   Timbuktu Pro - Build 887 and 900

   Netopia RC
   Tb2device.dll - All Platforms
   Tb2Rcinst.dll - All platforms
   Tb2RC.dll - All platforms
   Tb2Scraper.dll - All platforms
   CobHooks.dll - All platforms
   Tb2Wdg95.dll - 9X only
   Tb2Hook95.dll - 9X only
   Tb2MirrorSys.sys - 2K & XP only

   System 32
   Tb2NTKrnl.dll - NT4 only
   Tb2Wdg40.dll - NT4 only
   Tb2WdgVGA.dll - NT4 only
   Tb2MirrorDll.dll - 2K & XP only

Note: If there is a file missing:

1. Please run the Timbuktu Pro uninstaller from the program menu.
2. Reboot.
3. Then reinstall Timbuktu Pro with. Please disable anti-virus software and additional open programs.

Windows NT 4.0

Situation #1:

When controlling or observing a Windows NT machine, the guest gets the above error message.

Possible Cause #1:

There is another Remote Control package or the remains of one installed on your machine. You may get the Blue Screen Of Death (BSOD) on restart if you manage to get the Timbuktu Screen Sharing component installed simultaneously with other screen- sharing drivers. Or you may get a white screen when connecting to a Host during a Control/Observe session.

Solution:

Make sure you have uninstalled any previously installed Remote Control packages. Reboot the machine. Then install Timbuktu Pro.

Possible Cause #2:

Your video driver is not installed or configured correctly. To verify:

1. Right-click on your desktop and select Properties.
2. Go to Settings.
3. Select Display Type.

When Timbuktu Pro is properly installed you should see three files listed in Driver Information.

1. The first is your native video driver (for example, ati.sys or s3.sys)
2. The second should be our video "wedge," TB2wdg40 or TB2wdgVGA. If this component is missing then Control and Observe may fail.

Note: if you are using ATI 3D Rage Pro video card, you may see TB2Wdg40.dll twice. If so:

1. Please run the Timbuktu Pro uninstaller, reboot.
2. Go to the ATI website and update the video driver.
3. Then, install Timbuktu Pro again.

NOTE: If you are using ATI video card on a Windows NT 4.0 machine, you may see TB2Wdg40.dll twice. If so:

1. Go to Start\Run and type regedt32
2. Go to HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\ATI\Device0
3. Double-click on the Value "InstalledDisplayDrivers" to open the Multi-String Editor.
4. If you see two "Tb2Wdg40" and "ati" and *"8514 or 8514a" then delete one of the "Tb2Wdg40" and "8514 or 8514a"
5. Close the registery.
6. Reboot the machine.

*The 8514 or 8514a is a legacy file created by ATI Drivers

Solution:

Try reinstalling Timbuktu Pro. If that doesn't help, you can add our driver to the registry manually as follows:

1. Run regedt32.
2. Open HKEY_LOCAL_MACHINE\Hardware\Devicemap\Video.
3. Look at the data for the Value "\Device\Video0". This displays the location in the registry for the video driver you are currently using. For example, if you are using an S3 driver it might look like: \REGISTRY\Machine\System\CurrentControlSet\Services\s3\Device0
4. Open the registry to the location specified by "\Device\Video0", in this case HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\s3\Device0.
5. Double-click on the Value "InstalledDisplayDrivers" to open the Multi-String Editor.
6. In a typical registry there will only be one driver listed. For Timbuktu Pro to function correctly, the first line should be "Tb2Wdg40" followed by the native driver on the next line, in this case, "s3". If you are using VGA, then "Tb2WdgVGA" will appear on the first line and VGA will be on the next line.
7. Close the registry editor and reboot.

Platform: Windows 2000

Situation #1:

When controlling or observing a Windows 2000 machine, the guest gets the above error message.

Possible Cause #1:

There may be a video conflict. For example, using a machine with a build in video chipset (card) on the motherboard, and a video card in the PC slot on a Windows 2000 PC.

Solution:

Builds below 844

1. Go to Start\Settings\Control Panel.
2. Double click on the System icon.
3. Tab to the Hardware.
4. Click on the Device Manager.
5. Click on the Display adapter.
6. Highlight the video chipset - the one, you wish to be disabled.
7. Right click on the Disabled menu. A red color X mark appears on this video chip.
8. Reboot the machine.

Builds below 844

1. Open up Timbuktu Pro on the Host (controlled) system.
2. Go to Setup\Preferences.
3. Click on the Observe/Control tab.
4. Uncheck the "Use accelerated remote control" box.
5. Hit Apply, then OK.
6. Try the session again

Summary:

This technote presents troublelshooting tips for the problems that may be occurring when a user gets the following error message during a Control or Observe session: Could not connect to <host name>. No users have this privilege.