Mouse will not move, had to turn accessibility on

So I'm not sure what may have caused this but here's my setup;

MacPro 10.12.2  27" Monitor connected via mini displayport

Updated streamer to 3.1.2.0 the other day and issue appeared after reboot.  I tried uninstalling the streamer and re-installing but I get the same issue.  Mouse moves to top left just above apple menu when any attempt to move within splashtop client is made.  I'm able to reproduce this on Windows client 3.1.2.1 and the current iphone client.

 

switching to teamviewer for now

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  • @Kevin,

    We are setting up similar environment to reproduce the issue, it might take some time and I will keep you update.

    Also couple questions need your help to reconfirm:

    1. What option/setting did you configure in Accessibility to make it work? Did you turn the option on or off?

    2. Under settings tab, if you click "install display driver" button the restart the streamer to install the driver. Can you still see the issue?

    Please let us know, thank you!

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  • 1) Press Control + Option + F5 and tab down to Mouse & Keyboard - Enable Mouse Keys, press space bar to select option.  Enter to take the setting.  you will be able to use the numeric pad to move the mouse... slowly.

    2) Installed the mirror driver and I have a mouse!  Some drawbacks; the background of the dock is white and its hard to see some of the icons now, the resolution is jumpy when first connecting and does not save when I reconnect, switching between users doesn't work how it  used to when my old monitor was connected with DVI, when I disconnect it locks the screen (i don't really want it to do that).

     

    Also... the submit button here does not show in firefox, I had to post this using chrome.

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  • Another thing I noticed that is definitely a problem; the user switching seems to log out whichever account you're currently using on the Mac.  I only noticed this as I was testing this out, I had Vmware fusion running doing a file copy in windows, switched to a non-admin account, noticed it kicked me to the main login screen, tried logging in as the non-admin again, that worked, then logged out the non-admin and logged into admin from main screen and vmware was no longer running.  

    Any further info or steps I can provide?

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  • @Kevin,

    We also replied to your ticket.

    There are known issues when connecting to a headless Mac, and installing display driver is viewed as a workaround at this moment.Though, just like you mentioned, there are limitations and setbacks using display driver during a remote session.

    For disconnect issue when switching users, we can't reproduce the issue in-house. In some cases, the remote window will freeze for a while, maybe 5 seconds or so, then you could control the computer again.

    We will need your help to reproduce the issue then collect logs. Please help attach logs in your ticket. Thank you.

     

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  • I'll be attempting to reproduce the disconnect today, but I haven't seen it at all since uninstalling and reinstalling the streamer.  If I'm able to do it I'll send in the logs as requested.

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  • I sent logs after a series of 8-9 disconnects happened concurrently.

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  • @Kevin,

    Thanks for the log. We will check logs and get back to you as soon as possible. One more question, so the issue only happens on this headless Mac, or also on other Macs?

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  • I only have one Mac, and it's not entirely "headless".  I upgraded from a 20inch to a 27inch display and the connection used changed.  20 used DVI which had zero issues and the 27inch uses thunderbolt but when I connect the monitor is usually turned off.

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  • @Kevin,

    I attached a link in your ticket that could download a beta version streamer. It should help, please give it a try and let me know if it helps.

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