Customer Support Portal

OSLinx fails to establish a connection with your iPad

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Release Date December 15, 2015
Product(s) Affected   Kangaroo Mobile Desktop
Operating System  Microsoft Windows 10 
Software Applications OSLinx

NOTICE:

The information in this document, including products and software versions, is current as of the Release Date. This document is subject to change without notice.

Problem Description

Under certain conditions the OSLinx application may fail to successfully recognize an iPad as a primary or secondary display device.

Error Displayed in OSLinx:

  • Extended display not found in connected PC
  • OSLinx Server - Connection not Established 

Possible Causes

These conditions are generally found to occur when the OSLinx application is unable to properly communicate with device due to a failure to establish communication, or an incompatibility in the communication protocol. Following are common causes for this occurrence:

  • A trust relationship (between the Apple Device & PC) was not established. 
  • The Apple Mobile Device (USB) Driver is not installed, or has been replaced with an alternate driver from another application. 
  • A non-genuine Apple USB cable is used to attach the iPad to the Kangaroo Mobile PC.

Solution/Workaround

We will break this down in a few parts.. For those of you who prefer not to read through all of the boring nerd stuff, we'll just outline the key issues, and save the boring stuff for those who want the details:

  • Make sure you're using iOS v8.0 or later on your iPad.
  • If you're going to install iTunes, make sure to use iTunes v12.3.0.44 or later.
  • Use an authentic/genuine Apple USB cable.
  • Uninstall any non-Apple designed applications that are designed to communicate with your iPad over the USB port. Note, you may re-install them after configuring the iPad to work with OSLinx.
  • Tap OK on your iPad when prompted to "Trust This Computer".  

Generally speaking, if the OSLinx server is not establishing a connection with your device (and you're in compliance with the above 5 points) then we recommend that you uninstall the following applications:

  • iTunes
  • Bonjour
  • Apple application support
  • Apple mobile device support
  • OSLinx
  • Any 3rd party application used to communicate with iOS devices

After uninstalling the above applications you should download and install OSLinx from the Kangaroo Customer Support Portal.

Note: If you're using iTunes you may re-install at any time; however, we strongly recommend that you download the latest version of the iTunes (64-bit) application and reinstall.

Q&A on common configuration issues:

When I attach my iPad it does not issue the "Trust This Computer" prompt, but instead says,"Allow this device to access photos & video?".. why does this happen?

The trust relationship may not be offered for a variety of reasons. Now, while we're definitely not the authority on how Apple implements security for its devices, we do know that Apple takes mobile device security very seriously and that they made a tremendous number of [security] changes to both iOS and iTunes since September of 2015. 

From our testing we understand that Apple will not offer the trust relationship under the following conditions:

  • The 'Trust this computer prompt' was previously ignored.
  • The USB driver currently assigned to manage communication for your Apple device does not include support for Apple Mobile Devices.
  • A non-compliant USB signal is detected. 

Do I need iTunes to be able to use OSLinx with the Kangaroo Mobile PC?

No. iTunes is not absolutely necessary, as support for Apple mobile devices is included with the OSLinx package; however, there are certain advantages to using iTunes:

  • When iTunes is installed it will install and configure the driver (update the registry, and configure all appropriate settings) to ensure proper communication with Apple iOS devices.
  • Another advantage of using iTunes it that it allows you Authorize your computer, making the Trust Relationship (between the iPad and your computer) permanent; this means you will only be prompted to 'trust this computer' once.
Note, if you are using iTunes then it's important that you have the latest version, or at a minimum v12.30.44. If you've installed OSLinx and still experiencing connectivity problems, please see the steps below.

What is different about iTunes v12.30.44?

After upgrading to Windows 10 many users (who were previously using iTunes to communicate with their iPad in an earlier version of Windows) reported that iTunes was no longer able to recognize their device.  

While Windows 10 did introduce minor changes to the USB driver, generally speaking, a re-installation of iTunes (which re-installs Apple's USB driver) solved most (but not all) problems.

That said, on September 16th 2015 (a week before the Kangaroo launch) Apple released iTunes v12.30.44. In this version Apple included a Windows 10 compatibility update, as well as an updated version of the Apple Mobile Device Driver (i.e., a Windows 10 compatible USB driver).

If you have an earlier version of iTunes that appears to be working, please keep in mind that the Apple Mobile Device driver included with 12.30.44 was designed specifically for the Windows 10 environment and include enhancements that are directly relevant to USB communication.

I've been successfully using a non-Apple USB cable for years, why change?

If you've been using your current non-genuine Apple USB cable to deliver Video then there's no need to change. However, if you are using a non-genuine Apple cable and you've never used the cable to pass a composite video signal then you should confirm with the supplier (other through testing) the cable's ability to pass composite video, or visit an apple store and test your Kangaroo product with a genuine Apple cable. 

In our testing we've identified a few issues with non-genuine cables which prevent the cable from delivering the composite video signal:

  • Incorrect/insufficient impedance to deliver a compliant signal; often found with the longer 2~3 meter cables, but also found with standard length cables.
  • Improper internal grounding, or as in many cases we noted ground wire disconnected or severed due to the quality of the internal coaxial cable or ineffective internal solder joints. 
  • Some of the lower cost cables were found with missing signal wires.

Why should I uninstall other apps that communicate with my iPad via USB?

Keep in mind that this is a temporary action intended to help isolate the connectivity problem. That said, there are a few reasons why uninstalling such applications [which leverage the USB port to communicate with iOS devices] may be necessary, but for the sake of this advisory we'll narrow it down to the single most common issue: 

Non-Apple applications that are designed to communicate with iOS devices over a USB connection are designed to function independent of iTunes, and thus must incorporate a (custom or generic) USB driver which includes built-in support for Apple mobile devices.

Upon installation these applications will make a series of driver and resource assignment changes to ensure that their custom made driver is designated as the default USB resource. 

Often times, the installation packages will replace the assigned resources with an earlier version of certain hardware drivers or DLL files (responsible for managing critical resources) -- when this happens other applications which are dependent on the previous configuration may cease to function, or experience compatibility/stability issues.

Why do they do this? Application developers usually spend countless hours conducting validation testing and making changes to their application in effort to improve functionality in a given environment.

And in order to guarantee an optimal experience (and most importantly, resolve known functionality issues) they'll often include and redistribute/re-install certain (potentially earlier) versions of hardware drivers or DLLs in their installation package

  

©Copyright 2015 InFocus Corporation
InFocus Corporation shall not be liable for technical or editorial errors or omissions contained herein. The information provided is provided "as is" without warranty of any kind. To the extent permitted by law, neither InFocus nor its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restoration. The information in this document is subject to change without notice. InFocus Corporation and the names of InFocus products referenced herein are trademarks of InFocus Corporation in the United States and other countries. Other product and company names mentioned herein may be trademarks of their respective owners.

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