0
Known issue

Random issues with a Host typing within a session on a Mac computer

Cooper 3 years ago updated by Ben Burner 3 years ago 4

Hello,


There's a forum post on this issue from months ago, and I don't see any resolution to the problem. I tried searching here, but I didn't see the same issue listed in the Bug Reports.


For us, it doesn't seem to matter what the age of the Mac is. We have problems with the Host trying to type within a Mac session, and it seems to come and go randomly within the session. When they try to type, they just get the letter "a" no matter what letters they press on their keyboard. The end user can still type just fine, it's the Host that has the problem while connected to their Mac.

Here's the thread for more information:

http://forum.screenconnect.com/yaf_postst9606_Random-issues-with-typing-through-a-session-to-a-Mac.aspx


ConnectWise Control Version:
2
Server Affected:
Host Client Affected:
Guest Client Affected:

Answer

Answer
Known issue

Good morning Cooper,


Based on your answer to question #5 above ("type into the Remote Desktop for Mac app"), I am going to mark this thread as a known issue/limitation.


We try our best to translate the host's keystrokes to virtual keystrokes to create key events on the Mac guest machine, but in certain cases, this process fails and we fall back to sending unicode strings to generate the key events on the Mac guest.


Unfortunately, many third-party remote support applications do not pick up on these unicode-generated key events, and therefore do not pass the keystrokes along to the final destination. Other remote support solutions run into the same issue when connected to Mac guests running third-party screen sharing applications.


I have added your comments to the existing internal issue so that product management is made aware of how this limitation affects our partners.


Regards,

Ben

Waiting for information

Good morning,


I have begun investigating your report, but it would be helpful if you could provide additional information regarding the environment in which this occurs:


1) From what operating system are you hosting sessions when this behavior occurs on the OS X guest?


2) I know you mentioned that this occurs on multiple versions of OS X, but can you provide an example of which specific version(s) of OS X you're using?


3) Can you explicitly confirm that the host and guest clients are both version 6.3.13446?


4) What, if any, version of Java is installed on the OS X guest?


5) What application(s) are you typing into on the OS X guest when you get the repeating a's?


6) Do the host and guest machines' languages match (e.g. English connecting to English, Spanish to Spanish)?


We made a number of improvements to the way keystrokes are handled by the Mac client in the past year; these improvements are included in version 6.3.13446 and should largely mitigate the 'repeated a' behavior; however, if you can confirm you're encountering this on version 6.3.13446, I will reopen an issue with development.


Regards,

Ben

Some of these questions will be difficult to answer as the Mac is someone's personal device. However, I can try to ask them and send them instructions on how to find out that info.

1) the server that hosts Control or SC is Windows 8.1 Enterprise, and the host that connected to the Mac is running Windows 7 Enterprise.


2) I'll have to ask the user.


3) We're running version 6.3.13446.6374 on the server, and the guest should be running the same since it was a Support session.


4) I'll have to ask the user.


5) In this case, they were trying to type into the Remote Desktop for Mac app to setup a remote connection.


6) English, yes

Just to update....the user with the Mac computer has not replied to my requests for more information. However, my co-worker, who worked with the user, said that Java was not installed at the time the issue presented itself. He knows that because he had to install Java to get another program to work.

Answer
Known issue

Good morning Cooper,


Based on your answer to question #5 above ("type into the Remote Desktop for Mac app"), I am going to mark this thread as a known issue/limitation.


We try our best to translate the host's keystrokes to virtual keystrokes to create key events on the Mac guest machine, but in certain cases, this process fails and we fall back to sending unicode strings to generate the key events on the Mac guest.


Unfortunately, many third-party remote support applications do not pick up on these unicode-generated key events, and therefore do not pass the keystrokes along to the final destination. Other remote support solutions run into the same issue when connected to Mac guests running third-party screen sharing applications.


I have added your comments to the existing internal issue so that product management is made aware of how this limitation affects our partners.


Regards,

Ben