+1
Not a bug

Parallels AutoCAD mouse doesn't respond appropriately

bennett 3 years ago updated by Caitlin Barnes (Product Manager) 2 years ago 10

When remote-ing into a clients machine, if they're using a Mac running Parallels for AutoCAD, if they start the remote session on the Mac side we lose mouse input within AutoCAD. I've been able to replicate this behavior 100% of the time moving between ~6 different machines and configurations. It's always present connecting to a mac, going into parallels and AutoCAD.


If the client starts the remote session from the Windows side, mouse movement in AutoCAD works normally. 

ConnectWise Control Version:
Server Affected:
Host Client Affected:
Guest Client Affected:
Under review
Waiting for information

Good morning,


PM moved your issue from the feature request forum to the bug forum for additional review. As such, please update this thread with the following information to facilitate troubleshooting:


1) What version of ConnectWise Control are you using?

2) Do the host and guest client versions match the server version?

3) On what version(s) of OS X have you observed this behavior?


Regards,

Ben

+1
Under review
+1

Hi Ben,


Here's the hardware we've been testing on:

1. 6.3.13446.6374

2. Not sure how to determine? These are not access sessions they are Support session so the software is downloaded when the connection is started. I believe it should be up to date.

3. MacOS 10.12.6


Please let me know if you need anything else.

We have the same issue in our environment when connecting to the MAC which has the agent installed and trying to control anything in Parallels.


1) What version of ConnectWise Control are you using?

  • 6.4.15787.6556 (this has been an issue for all versions of 6 though...)

2) Do the host and guest client versions match the server version?

  • Yes

3) On what version(s) of OS X have you observed this behavior?

  • MacOS 10.12
  • MacOS 10.13

We have observed this on both Parallels 11 and 12.


Thanks,

Keenan



Waiting for information

Good afternoon,


I'm unable to reproduce this behavior in our environment using the following setup:


* 6.4.15787 and 6.5.16003 Control access clients installed on OS X 10.13 guest

* OS X 10.13 guest running Parallels 13.2.0 and Windows 10 VM


When I connect to the OS X 10.13 guest via Control, I am able to view and interact with applications running on Windows 10 running in Parallels without issue.


Any chance you could spin up a Parallels 13.2.0 trial to check if mouse/keyboard interactions work as expected? If so, there may be a bug in the way Parallels 11/12 handles mouse and keyboard messages, since version 13.2.0 doesn't appear to have this issue.



Cheers,

Ben


Hiya Ben,


I was able to reproduce the behavior using the following:

  • 6.4.15787.6556 on macOS 10.13.2
  • Parallels 13.2.0
  • Remote into guest macOS system.
  • Interacting with applications works fine except for when using AutoCAD. When the guest has AutoCAD up, host loses all mouse indication  and control when in the AutoCAD application.
Under review