Mouse cursor to the right of where we think it should be

Remote Support and Access
1

We saw this happen some months ago and I think the problem cleared up, but now we are seeing it again.

When connected to select computers (not all) the position where you see the mouse on the Windows desktop is not actually where the mouse cursor is located.

Using the Windows 11 taskbar, as an example, you need to position the mouse about an inch to the LEFT of the Start button and click in order to activate the Start button. In various apps, the same is true. Want to click on a menu item? Click about an inch to the left of the menu option.

This makes using S/H for remote support unusable. We’ve restarted the server on the host computer and the technician computer. A host computer that behaves this way will be problematic for any technician that connects.

EDIT: I see that the release notes for version 5.5 includes this item under “other improvements”

Fixed issues related to mouse pointer misalignment in sessions.

We are on version 5.5.8 so it would seem that the problem has not been fully fixed.

2

I have one machine running remote access (out of hundreds) that has this problem. It’s local so I stop by that office to work on it - when the mouse is off it’s almost impossible to work on it.