Troubleshooting Keyboard and Mouse issues

Rate this Article

November 12, 2020

Last modified: 09/21/2023, 3:11 pm

Knowledge Base Article Troubleshooting Peripheral Devices Remote Workstation Card HP Anyware

Problem

When connecting to a remote session the keyboard and mouse do not work, the input is sporadic, the input lags, the cursor doesn't appear or the mouse is out of position.

Cause

There are many causes for Keyboard and Mouse issues. They include:

Large customer pointer shapes
Poor network conditions from the client to host
Bridging USB Keyboard and Mouse devices over high latency networks
Incorrect display topology

Symptoms and Resolution

Some possible resolutions are:

Remote Workstation Card

Connecting from a Zero Client

The Mouse cursor and keyboard input lag behind the user's input.

The AWI for the PCoIP Remote Workstation Card and PCoIP Zero Client indicate the round-trip latency is in excess of 40 to 60 ms. If you are on a LAN investigate why such a high latency exists between the PCoIP Zero Client and PCoIP Remote Workstation card. In a WAN or Remote Access scenario the natural network latency maybe in excess of 40 ms. In these scenarios HP Anyware recommends the installation of the PCoIP Host Software and enabling the local cursor functionality. This terminates the keyboard and mouse on the zero client and only transmits the keyboard input and mouse co-ordinates to the host rather than the default of bridging the USB data. This allows the PCoIP Zero Client to render the cursor locally so it moves in sync with the users mouse movement. The results of mouse actions such as clicking and dragging have a delay appearing on the screen but it gives an greatly improved user experience.

The Mouse and Keyboard stop functioning intermittently before working again.

When the available bandwidth drops due to network loss or high latency it can cause the USB data to stop and reset once conditions return to normal. Ensure there is enough reliable bandwidth for the PCoIP Remote Workstation Card connection to function correctly.

Unable to use ____ key as a modifier key for hotkey shortcuts in applications.

When using a locally terminated keyboard connection, the only keys can can be used as a "modifier" key for hotkey shortcuts are Ctrl, Shift, and Alt. If other keys must be used, it is recommended to enable USB bridging for the keyboard connection through the AWI to get around this limitation.

Mouse cursor does not move

Some mice do not work properly locally terminated and must be bridged. This means that local cursor functionality must be turned off in the PCoIP Host Software. Ensure the PCoIP Zero Client is running the latest firmware if you experience issues with locally terminated mice.

Connecting from a Software Client

The Mouse only moves on part of the display or not at all

When connecting via the Software Client to a Remote Workstation you must ensure that the PCoIP Host Software is installed. Without the PCoIP Host Software the local keyboard and mouse will not work on the remote machine. If you can connect and get partial mouse movement, there maybe a display topology miss match. When the PCoIP Software client connects to the host card it sends a requested topology. The PCoIP Remote Workstation Card and GPU will try to set the requested resolution. If for some reason the GPU and PCoIP Remote Workstation Card do not set the same resolution due to the GPU not supporting the resolution, the display topology will miss match. When a topology miss match occurs the mouse will not work correctly as the absolute co-ordinates the clients sends are incorrect.

To fix the issue, try using the client in full screen as the true EDID of the software client's display is used. Ensure the correct GPU drivers are installed on the Workstation.

The keyboard and mouse inputs are paused before rapid playback

Poor network conditions or local Anti-Virus/Intrusion detection on the client computer can cause network packets to get delayed or lost in transit. In this scenario, keyboard and mouse inputs are buffered and retransmitted when possible. Network session checklist for PCoIP protocol LAN and WAN deployments

PCoIP Standard or Graphics Agent for Windows

The cursor only moves on part of the display or is offset from its true position

If you can connect and get partial mouse movement, there maybe a display topology miss match. Disconnect and reconnect the session or toggle between full screen and windowed mode on the client to force a topology negotiation. Ensure the PCoIP Agent is up date. For instructionson updating the agent please see the Administrators' guide.

The keyboard and mouse inputs are paused before rapid playback

PCoIP Standard or Graphics Agent for Linux

The cursor only moves on part of the display or is offset from its true position

If you can connect and get partial mouse movement, there maybe a display topology miss match. Disconnect and reconnect the session or toggle between full screen and windowed mode on the client to force a topology negotiation. Ensure the PCoIP Agent is up date. For instructions on updating the agent please see the Administrators' guide.

The Mouse and Keyboard are not working with the HP Anyware PCoIP Linux Agent