Troubleshooting

Cannot connect to the remote computer or TCP port

This error can be caused by a lot of reasons most of which are common networking issues. Possible troubleshooting steps are:

Ensure that Network Serial Port Kit is installed on the remote computer.
Ensure that the specified IP address and TCP port are correct. TCP port number should be the same on both sides. Default TCP port number is 33600.
Ensure that TCP port is not blocked by firewall. Add Network Serial Port Kit to the exclude list of your firewall, if needed.
Check if Network Serial Port Kit service is running.
Contact support team if none of these steps resolve the issue. Provide us with technical info about program and OS versions, text of the error message and other details.

If the process crashes, do the following:

Enable dump creation.

This feature is not enabled by default. Enabling the feature requires administrator privileges.

To enable Crash Dump, download the enable_dump.reg file and apply it.
Alternatively, enable and configure this feature using the following registry values under the HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\Windows Error Reporting\LocalDumps key:
```
- value: DumpFolder, type: REG_EXPAND_SZ, data: %LOCALAPPDATA%\CrashDumps
- value: DumpType,   type: REG_DWORD,     data: 2
```
Reboot your PC.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Collect dump file.

Location of crash dumps:

1. Applications:

%LOCALAPPDATA%\CrashDumps

2. System services:

%WINDIR%\System32\Config\SystemProfile\AppData\Local\CrashDumps

Or, in case of 32-bit service on Windows 64-bit OS:
%WINDIR%\SysWOW64\Config\SystemProfile\AppData\Local\CrashDumps

3. Local and Network services:

%WINDIR%\ServiceProfiles\LocalService\AppData\Local\CrashDumps
%WINDIR%\ServiceProfiles\NetworkService\AppData\Local\CrashDumps

If not configured properly:

C:\ProgramData\Microsoft\Windows\WER\ReportQueue\

Add the crash dump to archive (right-click, then point to Send to and select Compressed (zipped) folder).

Send compressed dump to us (). Specify local time when the problem was reproduced and both local and remote user names who was involved in the reproducing.

If there is a BSOD caused by our software, do the following:

Enable kernel memory dump.

Open the Start Menu, select Control Panel - System.
Find the Advanced/Advanced system settings section.
In the Advanced/Advanced system settings section, click on the Settings button under Startup and Recovery.
Select Kernel memory dump from the Write debugging information drop down menu.
Check both the Write an event to the system log and Automatically restart boxes.
Reboot your PC.

Reproduce the issue you encountered 2-3 times. Remember local time when the problem was reproduced.

Find the file MEMORY.DMP (located on %SystemRoot% folder).