Troubleshooting Keyboard Input in Virtual Machines and Multi-Language Environments

Keyboard Input Issues in Remote Support with Virtual Machines

Overview

Agents may experience missing or incorrect keystrokes when controlling a virtual machine (VM) on a remote end-user's device. This can occur with any virtualization platform (e.g., VMware, Hyper-V) and is linked to the Keyboard Mapping setting in Remote Support, which also affects keyboard language handling between agent and user.

Cause

Keyboard Mapping determines how keystrokes are interpreted and sent:

• Agent's Keyboard (Default): Uses the agent’s local layout/language. Works for most cases but often fails in nested VM environments, causing dropped or altered keystrokes.

• User's Keyboard: Sends raw input from the end-user's host OS, which VMs interpret correctly. This resolves VM issues but maps typing to the end-user’s active layout (e.g., English agent typing into a Japanese layout produces Japanese characters).

Resolution

Switch Keyboard Mapping to User's Keyboard. Consider language impact before applying.

Option 1: Change Default for All Sessions (Admin)

Best for environments where VM support is critical and keyboard layouts are typically the same.

• Log in to ScreenMeet Console as an administrator.

• Go to Organization > Settings and Policies > Remote Support Settings.

• Set Keyboard Mapping from Agent's Keyboard to User's Keyboard.

• Click Save Configuration.

Option 2: Change During an Active Session (Agent)

Best for teams supporting multiple keyboard languages.

• In the active Remote Support session, open the agent tool panel.

• Go to Advanced Settings.

• Change Mapping from Agent's Keyboard to User's Keyboard.

The change is immediate. Be aware that typing will follow the end-user's active keyboard language.