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I’ve noticed a couple annoying issues since updating PRA from 25.1.1 to 25.1.2. We only exclusively use Jump Clients to Windows Servers and Clients through the console, and here’s what I’ve noticed:

  1. During the connection process after logging into Windows, if you switch focus to a different tab/connection and then come back, the jump client will have connected, but you will not have mouse control. You can use keyboard control or use any of the quick commands from the Console, but in order to get mouse control back, you must fully disconnect and reconnect back into the jump client, ensuring you don’t switch focus to a different server. This one is pretty consistent and can be reproduced almost every time.
  2. This one is a little more random and doesn’t always happen, but I’ve noticed it happening often now since the PRA update. In order to launch applications in Windows, I have the habit and clicking the Windows Start key and immediately start typing the product/application I need to launch. Windows will start performing the search for what you typed. For some reason when doing this in PRA, Windows often ignores the keystrokes and there is no way to search without clicking into the search bar and using that (which I often hide because I don’t need it).

Has anyone else noticed anything like this? Possibly related, but I do have to run with Clipboard Synchronization Mode to Manual because PRA doesn’t play nice with our main ERP product, so this could all be related to that setting since that controls mouse/keyboard control.

We have been noticing the mouse issues also with Remote support rep console 25.1.2.


we have the issue as well after upgrading from 24.3.2.  i opened a case yesterday.  hoping they have a fix.


Hello ​@Derek - can I ask if you have raised any Support Cases for these two issues? They sound like something we need to work on fixing, and the first step in doing this is getting it reported to our Support Team.


Hello ​@Derek - can I ask if you have raised any Support Cases for these two issues? They sound like something we need to work on fixing, and the first step in doing this is getting it reported to our Support Team.

Thanks ​@PhillC, I’ve not reported this to support. We’re new to the BT PRA product, what is the preferred method to create a support ticket?


Hello ​@Derek - not a problem! At the top of this BeeKeepers window, you should have a “Support Portal” button, and once that page loads, there is a “get help” option. This allows you to raise a support case, which our Support Team will start working with you to resolve your reported faults.


I am having this exact same problem with our Remote Support version 25.1.2.  I didn’t notice it when we were on version 25.1.1 but we were only on that version for a couple of days because it had a bug with the Windows 10 22H2 reporting as Windows 11 22H2.  Has anyone figure out a fix for this?  I am going to open a support case tomorrow.


We have the same mouse issue too and a new slow files browsing navigation in the file transfert functionality.

 

The mouse problem seems to be present only when using the Jump Client ( agent installed on the server ). When remoting the same server by using the ‘’Remote RDP’’ mode, the problem isnt present.


Version 25.1.3 appears to have resolved the issue for us. one of the fixes in the release note is this, which appears to be related.

We submitted a ticket but did not receive any updates as of yet, they asked for Logs and video of issue.

Mouse When you connect to a VPRO session, the mouse and keyboard become unresponsive.

Version 25.1.3 appears to have resolved the issue for us. one of the fixes in the release note is this, which appears to be related.

We submitted a ticket but did not receive any updates as of yet, they asked for Logs and video of issue.

Mouse When you connect to a VPRO session, the mouse and keyboard become unresponsive.

 

Well this seems to be related to Remote Support and not PRA …

Maybe it resolves the problem too...