Connection Problems

If you are having problems connecting to, or staying connected to desktop ResiDex, this document will assist you in reviewing the most common causes and resolutions of this type of problem.

Trouble connecting to ResiDex:

By this we mean you are unable to connecting to ResiDex at all. Believe it or not the most common cause of this problem, by far, is the user has mistyped their username or password - if you've checked the spelling of these, the below information might help troubleshoot the cause of your problem!

Trouble staying connected to ResiDex: 

If you are able to connect to ResiDex but have a problem staying connected, this document will help.

To protect the security and privacy of your data, your ResiDex session will log you out automatically after a period of "Idle time" (when you're not doing anything in ResiDex for a set period of time). After your "Idle time" limit is reached, you will be logged out of ResiDex. Your Idle time limit is set by your organization and could be as small as 10 minutes, or as large as multiple hours, depending on your organization's preferences. 

However if you have problems with disconnecting from ResiDex WHILE you are using it, this is not a result of ResiDex intentionally logging you out but rather is a problem that could be caused by a number of different issues, with solutions outlined below. This problem can sometimes look like this to end users: 

Below we deal with common causes of the above connectivity issues.

Your internet connection is down

An internet connection is required for accessing both desktop ResiDex and RTasks. Following mis-spelled username and/or passwords, this is the most common cause of connectivity issues.  If your internet connection is down you will not be able to connect to ResiDex or RTasks; if your internet connection is dropping intermittently then you may be able to connect but then struggle with remaining connected. This can be caused by:

  • A problem with your router, modem, or possibly problem(s) with other hardware on your network.
  • Your Internet Service Provider ("I.S.P.") is having trouble providing service in your area.

To test if your internet connection is down, try loading any website that you don't normally visit, or try doing Google searches - these don't load, you are not connected to the internet.

If you have an I.T. department, we encourage you to involve themimmediately. If you don't, potential resolutions can include rebooting your router and/or modem, and then consulting your I.S.P. if this doesn't resolve. 

If you have extended internet outage problems, we can fax documentation to you to get you by in the meantime if you call our support team. 

Windows 7 Users: Need an update to Remote Desktop?

If you're not using the current version of Remote Desktop, that could be causing a problem. This problem doesn't affect people using Windows 8 or more recent versions of Windows.

Find out what version of Remote Desktop Protocol you're using:

1 .Go to the Start menu. Find and open "Remote Desktop." This will open the program displayed to the left. Find the computer icon in the upper left corner and right click on it. 
2. In the menu you are presented, select "About"
3. You will now see the "About Remote Desktop Connection" window. At the bottom of this window, it will display "Remote Desktop Protocol [number] supported" - if the number is less than 8.0, you should update your version of Remote Desktop.
4. To update your version of Remote Desktop on your Windows 7, please go to this link: https://support.microsoft.com/en-us/kb/2592687, download and install the appropriate version of this update, and then reboot your computer. 

 

 
 

Your power save settings are interfering with network connectivity

Power saving settings on your laptop or desktop computer could be interfering with your ability to connect to ResiDex - here is how to check these settings:

  • Go to the Start button, and from the Start Menu select "Control Panel" 
  • From the Control Panel, select "Hardware and Sound"
  • From the Hardware and Sound screen, select "Device Manager" from the "Devices and Printers" section. The Device Manager will now be open on your screen: This is a tool for managing settings of your computer hardware. 
  • Find and open the "Network adapters" section of the Device Manager
 
  • Right-Click on the option(s) available in the Network adapters section, and click "Properties" from the right-click menu.
  • In the "Power Management" tab of the Network Connection properties, make sure "Allow the computer to turn off this device to save power" is UNCHECKED. Press "OK" below.

 

Internet connectivity issues

If you feel you are experiencing issues with RTasks (online), the first test would be checking your internet connection.  We have created a tool to help watch for internet "hiccups". You may use the ResiDex provided tool located on the website www.term7.residexsoftware.com.  Start the test and you can minimize it.  View the tool to see if you have any lines reporting your connection was lost or interrupted.  If connection was lost WHILE you are having connectivity problems in ResiDex then there is an issue with your connection to the internet: the issue may be a problem with your computer, your router, your network or your ISP.

Insufficient Internet connectivity

Run a test to evaluate your internet connectivity speed. If your connectivity speed is too low, there may be a problem with your ISP.

You computer is behind in Windows Updates

Your computer may be behind in it's Windows Updates -these updates may resolve any number of issues you are having. Please make sure all available Windows Updates are installed. To check for Windows Updates:

  • From the Start menu in Windows, Right-Click on "Computer" / "My Computer" / or "This PC" (what option you will see will depend on your version of Windows). This will open your System information screen.
  • From your System information screen, select "Windows Update"
  • Select "Check for Updates"
  • Install all available Windows Updates. This may require a reboot of your computer when you're finished. 

Your Computer Has a Virus / Malware Issue

If you are having problems your computer may have a problem with Viruses or Malware. Try running an antivurs or antimalware program to scan your system and see if this is in fact the case. While you need to find the Antivirus / Antimalware solution that is best for you, we specifically recommend the free version of Malware Bytes, which can be found at https://www.malwarebytes.org/. We also recommend using Windows Defender.

Network Connectivity Issues

If multiple users within the building are experiencing this problem at the same time on multiple devices, it is likely you either have an internet connectivity issues or a network problem. Network problems could result in a wireless router, a switch, or other hardware having connectivity issues. Please ask your I.T. department or your I.T. support vendor to take a look. 

Other Issues (Computer freezing, slow performance in general, etc)

If you are having issues with slow performance / freezing issues with your computer in general, not just in ResiDex, there might be other issues. 

Disk defragmentation

Particularly if you have an older computer that has been used for many years, it may have an issue called data fragmentation. This basically means data is not stored on your hard drive in the most efficient way, which means accessing that data takes longer than it should. If you are concerned with slowness in general, try defragmenting your computer: