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Cannot see mouse cursor on the remote computer

Ryan Kenna, User (Posts: 3)

Jun 16, 2018 3:29:52 pm EDT

The iOS version and host version are the newest available at this point. I’m connecting fr om an iPhone 8 Plus iOS remote utilities app to Windows 10 Professional host. Whenever I’m connected I can’t see the mouse at all. I can only kind of judge wh ere it is from moving my finger around and highlighting icons. I tried connecting to my Windows 7 Professional laptop and strangely enough I could see the mouse (Using portable host on that machine not the service install). I’ve tried changing my mouse type on my Windows 10 machine but I still can’t see it. Any suggestions? Is this a known bug?

Conrad, Support (Posts: 2938)

Jun 18, 2018 3:39:58 am EDT

Hello Ryan,

Thank you for your post.

Is a physical mouse connected to the remote Host PC?

Ryan Kenna, User (Posts: 3)

Jun 18, 2018 6:37:00 am EDT

Support level: Free or trial

Hi,

No, no mouse or keyboard. It’s a media server I run on my network. Like I say, “a” mouse is present. I just can’t physically see it. Very frustrating!

Conrad, Support (Posts: 2938)

Jun 19, 2018 10:29:01 am EDT

Hello Ryan,

When there is no physical mouse the cursor might not be visible. The iOS version has nothing to do with it - the same is true about the desktop Viewer, only in desktop Viewer you see the local cursor by default so that behavior is not immediately evident.

But this is a bug and we have already added it to our bugfix queue. We will fix it in one of the upcoming updates.

Conrad, Support (Posts: 2938)

Jun 19, 2018 10:35:25 am EDT

Meanwhile, here is a workaround that can help temporarily fix the problem. On the remote computer, go to windows settings -> Ease of access -> Mouse and enable "Turn on mouse keys...":

Cannot see mouse cursor on the remote computer - 19 Jun 2018 10:35:18

Let us know if it worked. Thanks.

Ryan Kenna, User (Posts: 3)

Jun 20, 2018 6:09:34 am EDT

Support level: Free or trial

Hi Conrad,

Thanks for the reply. I understand what you mean. Likewise I can see a cursor when viewing the host from a desktop or laptop, but as you mention it'll be locally, not the remote mouse - Explaining why it isn't visible on iOS.

I enabled mouse keys and it has indeed solved the problem for now. I can now see a remote mouse on the iOS viewer application which is extremely helpful. I'm glad it's been acknowledged as a bug as I use this computer with no peripherals and rely on remote desktop software to access it. I've migrated from a 'different' remote desktop software (which did show the remote mouse). But I acknowledged this is a bug and overall I'm really pleased with this software, I look forward to future updates it has a lot of potential - Thanks again.

Edited:Ryan Kenna - Jun 20, 2018 6:10:56 am EDT

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