For Windows PC users the mouse pointer does not show up on the screen share. Is this being worked on?

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  • Problem
  • Updated 3 years ago
  • Acknowledged
Tech support stated it was a flash issue, but other programs like join.me seems to show up fine. Thanks.
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Larry Kiang

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Posted 4 years ago

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Larry Kiang

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This is over the browser on a windows 7 PC.
#Staytuned Larry - someone from our support team will be reaching out. Thank you!
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J. Morrissette

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Yeah, this is kind of a major issue for me as well in recordings.  I am frequently demo-ing software in a recording session and my mouse pointer never appears in the recordings, making the functionality largely useless for me.
Hi J. Sorry you're experiencing this. I am opening a support case with one of our All-Stars here at Blue Jeans (Vikram - you will see him commenting in the Community frequently). He will be in touch shortly. Thanks! 
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Paul

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Has there been any answer on the mouse not showing up on the shared screen??? (the people logged into our sessions can not see the mouse moving around which makes teaching click by click operations impossible)
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Paul

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I found out some new info just now.  Apparently the is a known issue that is in the road map to be fixed.  The mouse cursor problem actually appears when the presenter is using a dual screen setup with a Windows based PC.  The problem does not exist when presenting from only one screen so disconnect your extra monitors before you begin your presentation and everything should be fine.
Thanks Paul! Did you call our support line for this info?
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VD, !Engineer!

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Hi Paul,

Can you please confirm the setup you are using to connect the monitors with computer.

Are you mirroring the image

Or are you duplicating the image.

Are you using any VGA/HDMI splitter to map the stream on 2 displays.

In total how many monitors are connected to the laptop/computer. 1 or 2.

Please help us with answers so that we can replicate the scenario.


Regards

//VD
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Paul

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Hi Vikram,

Using a Window 7 Enterprise edition 64 bit laptop with 12 GB RAM connected to two monitors using a display dock that has the two monitors connected via DVI cables and then there is a USB cable from the doc to the laptop.
The laptop is set up to "Extend" to the two displays so in all we had the laptop display open and the Windows Desktop on the laptop display and then the two monitors were the Extended displays.
We were then sharing out one of the Extended monitor displays while using the built in laptop camera as the web cam on our end.

We have since taken the extra monitors our of the equation and will be testing out everything today which if I understand everything correctly, should work perfectly. :)

Hope this info helps.  Thanks so much for your time.
I can keep you posted on how things go with everything here.

Thanks,
Paul
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VD, !Engineer!

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Hi Paul,

Thank you for the brief description. Try using a mac. It should work with it.
Also, drop me an email with your contact details so that i can discuss the issue with you.

vikramd@bluejeansnet.com

Regards
//VD
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Community Team, Community Admin

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Hi Everyone - a bug has been filed on the Blue Jeans side. As a work around for now, if you have access to a mac, we recommend that. Windows is the only affected operating system at this time. #Staytuned for updates and keep following this thread. 
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Sean Butler-Lee

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My users are experiencing this issue too. Is it still being worked on? Do you have a public bug tracking system where we can see what issues are outstanding and when they're scheduled to be fixed? Thanks.
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Larry Kiang

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I think it was already mentioned above, but if you need to use windows set the display monitor to single monitor mode and the mouse cursor should transmit without any issues.

Hi Sean - it is. I just spoke with engineering and heard they are working on it & will be available shortly. I will update this thread as soon as I see it completed. Thanks for your patience and post! 

Larry thanks for the extra tip! 
Hi Everyone! This should be fixed. Take a look and let me know! 
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Jim Thomas

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I was just on a session and the people at the other end said they could not see my mouse cursor.